Kenya Airways

Flight from NBO to MSA. Good experience and seem like high standards. Used the SIMBA lounge as well. There was a huge storm in NBO and the staff checked and rechecked the boarding passes. An elderly lady was in a wheelchair and couldn't don the plastic raincoats they gave us for the trip to the plane (no passenger loader). No one helped her with the raincoat. I helped her and then asked the KQ Staff to help out. They just stood around I guess expecting to be told what to do? Another check by the loading stairs then another check at the entrance of the aircraft with lines forming and people getting wet. Otherwise the flight was ok.

NBO-MBA. It was a new Embraer E190. Flight was on time. Flight was full. FA were in a sparkling mood ever smiling and welcoming. Was served with nuts and soft drinks. Good information from the First officer. IFE was working but flight time was short. Overall had a nice flight.

We flew overnight LHR to Nairobi then back overnight 8 days later after our Kuoni safari. Both were 777-200 quite old but seemed well maintained. Seats 3-3-3 firm but leg room OK. Seat allocation very good: on outward trip it was under 80% full and they gave us 3 seats for the 2 of us. Staff very cheery and efficient drinks plentiful food good except breakfast on return (boring no fruit). Toilets kept clean & dry. Took tablets so can't comment on IFA. No problems at Nairobi airport despite the fire.

Bangkok to Nairobi. Old Plane with passengers already on board transiting from China food and rubbish everywhere. Ripped seats that do not recline. No music or TV/Movies at all not even a large screen nearby. Very long flight with young children with no entertainment would not fly with them again. We had ordered a child meal but were told they had run out.

NBO-JUB (Juba South Sudan)-NBO. Excellent flights in a new Embraer 190 both ways. Aircraft clean and appealing. Onward flight on time full service 3 option hot meals offered. Drinks plenty inc alcoholic beverages. FA service excellent despite flight completely full in both classes. Granted lounge access in NBO and 60 kg luggage due to Skyteam gold status. Flight back to NBO also about full. Departed 30 Minutes prior to scheduled (arrived similarly early). Food was less good only 2 options (goat and chisken) and of much smaller size and meat was grinded. 2 wines are offered (absolutely undrinkable). Inflight entertainment not working despite individual monitors mounted. Power outlets at every seat. Tickets expensive as KQ enjoys very little competition on the route.

Terrible experience with Kenya Airways. Flew from London to Nairobi in September. After losing our luggage they didn't seem very concerned or willing to help. We had to keep complaining to get them to do anything and kept getting passed from one employee to another. The next morning we had to fly from Nairobi to Kilimanjaro on Precision Air which is a subsidiary of Kenya Airways and got bumped from our flight until 12 hours later. Then they didn't take anyone's luggage on the flight! They told us that the luggage would arrive the next day but it didn't arrive until 4 days later. By that time we were on Mount Kilimanjaro using rented and purchased gear. At no time did the airline offer to reimburse us. Finally at the end of our trip we had to fly on Kenya airways from Nairobi to London. We arrived at the airport 3 hours before the flight and when we checked in the agent told us we were on standby! We created a big enough stink that they gave us our boarding passes. Then the flight was 3 hours late departing. Also on both Air Kenya flights the food wasn't very good and the inflight entertainment units didn't work well. If we ever fly back to Africa we would never fly Kenya Airways again.

MBA-NBO-CAN-NBO-MBA. It was a quite old Boeing 767-300ER but well maintained. Flight was on time. Very hard- working in a sparkling mood and attentive airline crew members. Good information from captain and purser. I was impressed. Keep it up Kenya Airways.

NBO-KIS-NBO domestic 11-14 September respectively. Both flights on time. Aircraft's (Airbus 320 and Embraer 190 respectively) were clean and well-functioning. The temporary airport in NBO now have established a cozy tented temporary lounge for elite flyers good initiative as compared to 2 weeks ago. Drink and snack (2 bags of nuts) service on board but no hot drinks offered (50 minutes flights). No entertainment. No gate corridors must walk on the tarmac to and from plane. FA staff nice and caring despite busy. VIP-lounge in Kisumu accessed (by Flying Blue gold card) but must pay for all the items served.

NBO-EDL-NBO. Domestic flights all on time. Due to the newly burnt NBO airport boarding was primitive and lengthy and we were 5-10 passengers who lost our flight due to lack of calls for boarding other routes were announced clearly. As there was a mess in the temporarily domestic airport there were no facilities no signboard nor search for passengers. Strangely enough my luggage was unloaded (correctly) but I was furious as I was accused for No Show despite sitting straight in front of the only exit way in the tent where all domestic passengers had to walk through to their flights. However some apology was received and they rebooked me instantly for the following morning but only as a “prioritized waitlist passenger. However I got the last seat and was pleased to eventually get it. Otherwise all flights on time pleasant FA-service and good announcements on board. Almost new aircraft's Embraer 175 and 170 respectively. No lounges available despite holding SkyTeam Gold. After request they offered me 1 snack and 1 soft drink in Nairobi. The lounge in EDL not available for non-VIPs.

LHR-NBO-LHR. LHR-NBO departed on time aircraft was a very tired 777-200 ER NVOD didn't work food was very poor the only upside was the flight attendants who were always helpful! Seats were extremely uncomfortable and I could feel springs. Most airline food is never very good but this was awful it was very over cooked and was all stuck together. NBO-LHR departed over an hour late as aircraft was parked at the wrong part of the airport so we were made to sit in a tent on the apron in darkness until someone got fuel for a generator once on the aircraft it was again a rather tired 777-200 ER and was again in a seat which probably hasn't seen a cushion in 10 years! NVOD still didn't work which made for a long flight. Food was marginally better. Again I cannot fault cabin crew who were very attentive. Overall though it was not enough to make me want to book with KQ again.