Kenya Airways

London Heathrow to Nairobi on Christmas Day. The flight was cancelled and we flew the following morning. We were left in a fair amount of chaos only by following other passengers did we find our way out of the airport to the Heathrow Hilton our luggage was left overnight in the hold. The Hilton had more or less run out of food there was one representative from the airline at the hotel reception to inform us of what was happening the following day. Once onboard the food was awful stale breakfast when we should have had lunch (the food from the previous day) screens for entertainment didn't work. On our return flight the loos were blocked awful food. This airline really needs to raise its game.

LHR-NBO Economy. Sat on the plane for 3hrs at LHR while recurrent electrical problem was fixed they kept us well informed of the situation but it turned an 8hr flight into an 11hr journey. All the negatives are well documented here my conclusion pay the extra for BA or VS or if you have time Emirates via Dubai. Economy product isn't up to much. NBO-LHR Business. Paid for a last minute upgrade at NBO Business cabin is light and airy with only 28 seats on the 777-200 with the cabin half empty. Comfortable fully adjustable chair which turns into a 75 inch flat bed meals served on china and of a good quality and drinks readily available. Only gripe is the awful AVOD. At $500 for the upgrade I felt this represented value for money and such a far cry from the outbound horrors in economy.

LHR-NBO-HRE. Flight from London to Nairobi was terrible barely enough leg room the entertainment system did not work and the crew was rude and offish. Flight from Nairobi to Harare was much better although there was no inflight entertainment. Overall I would only recommend this airline if the flight is intra-continental rather than intercontinental.

DAR-NBO-AMS. Both flights departed on time. However staff on both flights were not particularly friendly or thoughtful - what a difference with our inward flight to Nairobi with KLM. Food on NBO-AMS was a disappointment with dry buns for breakfast and a salad for lunch. Received one drink directly after take off but after that no more refreshments for 5 hours. Flight entertainment system on the 8 hrs NBO-AMS flight was not working - system spontaneously reset itself several times during the flight or it didn't work at all. Overall very disappointing and what a shame that Kenya Airways is a code sharing partner of KLM.

NBO to Accra. To my surprise flight was overbooked. Many who had tickets could not fly. Flight itself was pleasant with friendly attendants. Food ok. Seat on the aisle next to exit could not recline though legroom was good. However this was shattered when our luggage was left - many passengers affected. Almost 2 hours waiting in line in Accra just to report this. 3 days down the line still waiting. Good airline but becoming sloppy.

Nairobi to Harare in business class on a new Embraer 190s. Excellent aircraft for regional flights. Individual touch screens with limited choice of movies and music but sufficient given the length of the journey. Quite good food and very friendly crew but they left behind over 100 passengers luggage in Nairobi including mine. No airline staff were available no compensation and rather unprofessional handling agent at Harare airport. Nairobi airport - probably ok in 1980s but was crowded dirty and not up to standards for 2011.

NBO-AMS. Departure time was 8.10am but just before takeoff we had to go back to the gate to switch planes which took a good 3 hrs. Flight took off around 12pm. Crew did not provide any refreshments during the 4 hr delay. Onboard crew were rude and seemed disinterested in serving passengers. The food was fair the entertainment was not working. The crew seemed more interested in chit chatting at the back on the plane than serving us. Overall I was totally dissatisfied with this airline.

Melbourne to Zambia via Bangkok through Nairobi. Flight from Bangkok to Nairobi was delayed without any apologies or explanation. Flight attendants were not friendly and not even a smile from them. I asked for some headphones and 4 hours later I reminded her and she just threw them at me. My flight from Nairobi to Lusaka was also delayed without any apologies again. My return trip was the same.

LHR-NB0-HRE return - B777 and B737-800. The aircraft was modern but seemed a bit tired inside the cabin. Boarding was efficient from LHR but chaotic at NBO the IFE had very limited choices. The cabin crew were semi efficient but at times seemed rude however I found the meals to be good and their complimentary gifts for my kids made for a pleasant flights indeed. Seating and legroom is fair. Overall a decent airline I would use again.

London to Nairobi the worst airline I have ever used. Departure delayed by more than 12 hours. Almost no staff to help us. Rude unsmiling and unhelpful when they did appear. Inflight entertainment didn't work on the way out or on the return flight a week later. Food awful. No legroom either.