Kenya Airways

I don't even know where to start. I lost two days of my vacation due to flight delays from Douala to Dubai and Kenyan Airways gave the worst experience so far. When I was checking-in at the counter, I was quite pleased with a very helpful local ground staff. Before I left, I gave him 5000 CFA as a tip. The flight was delayed 6 hours so I checked in late as well. Suddenly, the staff was asking furiously for additional money because his superior saw him receiving a tip and he had to share the tip with others (couldn't believe) this really happened. He was bugging me in the most creepy way possible so I just decided to give another 5000 and left. I was supposed to leave Douala at 1PM but we were only informed at around 4PM that they had to check us in overnight because there were some mechanical glitches with their plane. They checked us in at 2-star hotel in Douala for twin sharing-room! The room was like crate. We were finally picked up by van and we headed back to the airport. We boarded one hour late and because we were delayed for one day and I had a couple of connecting flights, my entire flight schedule got messed up. It seemed we were hostaged - not being histrionic but that was the feeling. They didn't issue a new plane ticket and asked us to claim the next ticket in Nairobi. So when we were supposed to catch the next flight from Nairobi to Dubai, we were a few minutes late and we weren't able to catch the flight. After 30 minutes of looking for somebody who can provide us information on how do we board the next flight, we were finally advised that we had to stay overnight in Nairobi and check-in at the hotel - again. There were three of us who were supposed to fly to Dubai. We insisted that they book us Etihad as it was the closest flight that time. They told us that they couldn't book another airline because it would be more expensive for them. They advised us instead that we could book and reimburse the expenses from them (yes, so if you like taking chances, one can consider). So we finally settled to stay overnight after they told us that we would be billeted on a 5-star hotel. We finally arrived at the "5-star hotel" only there was no air-conditioning. Yes, a hotel without an AC but a fan. We left Nairobi the following day and flew to Dubai. As soon as I get to Dubai, I requested my travel agent to cancel my return flight and reimburse me with my return flight. They offered instead that they would upgrade my cabin class to business for my return trip. The return trip had minimal delays and the business class experience was ok. But when I landed in Douala my luggage was missing! They told us that our luggage were left behind in Nairobi so we will have to wait the next day to get our luggage.

DXB to JNB via NBO. Check-in in Dubai took longer than expected, but as most are 3rd party they don't care that much to be efficient. Brand new Dreamliner in both legs, good seat arrangement with fair pitch. Onboard entertainment was ok and service above standards (great surprise), good crew. Connection in NBO very smooth. Great value, recommended.

I flew from DXB to FIH via NBO. Terminal 1 in Dubai is really getting old, and the check in can get quite slow. We boarded on time and took off a bit late. Almost all male crew served a snack on the brand new Dreamliner and breakfast before landing. The transit in NBO is very quick and efficient. The regional product of KQ is excellent, personalized IFE great food for 3 hour flight and great pitch. Europan airlines don't even come close on medium haul flights. They deserve that 4th star.

Staff are poorly trained and make no effort to assist customers. We were advised of a flight delay of 2 hours when checking in from Zanzibar to Nairobi to our 10 am flight. No formal explanation was given which coincidentally became 3 hours, which then effected all our connecting flights and accommodation. We were not assisted in even the slightest way. Having then to wait for a further 15 hours between flights till we could get to our final destination. We were all advised incorrectly. This turned a precious family holiday into one with a nightmare ending! Thank you Kenya Airways for spoiling our precious time away. I am disgusted by your service and lack of empathy or service values.

On time departures and early arrivals which was good. Early morning flights to NBO and DAR. The Lounge in MBA was well stocked with snacks and beverages, was quite comfortable. Was served breakfast in a 40min flight which was very impressive and it was fresh and delicious. Short Layover so couldn't use the Lounge in NBO. Flight crew were very helpful. Return had the same experience.

MBA-NBO-BOM-NBO-MYD. Early morning flight from MBA and a small quick connection in NBO towards BOM. Both flights were on time. The aircraft was a brand new Boeing 787-8 Dreamliner to BOM. Extremely comfortable aircraft. Inflight entertainment was updated and good choice of movies ambience of the aircraft was pleasant and seats were very comfortable. The crew both on ground and inflight were cheerful helpful and smiling. Food was delicious. Return was the same experience just the very long wait in NBO connecting to MYD. Otherwise had an excellent experience and would fly Kenya Airways Again.

KQ782 LLW-NBO via LUS. Embraer E80 Seat 1F. Excellent service good catering and clean comfortable aircraft. Kept well updated by flight crew following a 1.5-hour delay out of LLW after late arrival of the aircraft. KQ did a good job of getting the flight turned around and back off the ground. My first experience with KQ and was impressed overall.

Traveled from Bombay to Johannesburg BOM-NBO-JNB and JNB-NBO-BOM. On time departures good food. No inflight entertainment in Boeing 737 but available on the Boeing 787 Dreamliner on NBO-BOM sector. Overall satisfied.

From Bangkok KQ0861 to LLW KQ0726 via NBO on 17 April. (A Skyteam platinum for life member). The flight from BKK to NBO was OK left on time and arrived on time. The service was fine in a new B787. One hour prior to the departure to LLW the flight was cancelled and we were put in a hotel in town until the next day. No explanations of the cancellation just operational reasons. We ask for a manager to handle the situation but a supervisor told us that no one was available or reachable. We ask to reschedule our flights with other airline but they could done since they need to be authorized by a manager. We were rescheduled on the next flight 12 hours latter via Lusaka reaching LLW at 2.30 am the following day after three days since I left BKK. Of course no compensation at all after wasting 2 working days in the airport of Nairobi. They have invested heavily in planes but the service to clients is really poor. The quality of service is really gone down and they are forgetting that other alternatives are possible nowadays.

I had paid a lot of money to fly my young sons as unaccompanied minors. Their ticket said it would take 1 hour to fly from Mt Kilimanjaro to Nairobi. No-one said anything on check in however they ended up going via Zanzibar and arrived into Nairobi 3 hours late. The missed their connecting flights and were stranded in the airport. No one met them at the plane and no one helped them. They were told to sleep at the airport overnight. After they bought a phone card and rang me I then got onto the airline and they eventually helped them to stay overnight at a hotel in town and put onto flights the next day. If I had not pushed them they would be sleeping at the airport for 20 hours. Two young children. Totally irresponsible. I will never use the airline again.