✅ Trip Verified
| Nairobi to Eldoret. This is by far the worst airline I have ever used in my life of 65 years of international travel for three reasons. The terminal managers deliberately withheld information from all passengers as to the fact that the flights were delayed, and how long the delays would be, making it impossible for the passengers to call ahead and make new arrangements for their appointments and ground transportation, just because they were embarrassed to admit the delay in the first place. The delays were very very long and endemic (1.5 hours, 1.15 hours) although the itineraries were very short (30 min., 45 min. flights) to near in-country destinations; and the "flexi plus" fare, which is higher than other tickets, was supposed to afford the ability to change reservations according to advertising without an extra charge; however, when I changed one flight by a few hours, I was charged extra for a "new reservation fee" and "new E ticket fee" and was directed to the "fine print". The terminal managers continually lied to all of the passengers about the fact of delays while, all the time, continuing to post on the monitors that the flights were "on time" even when the time had passed. They also fabricated delay estimates in 10 min intervals when pressured to tell us how long the delay would be, with very long explanations of where the plane was, why it hasn't arrived, and the fact that no one anywhere in the organization had any estimates as to the delayed departure times or whether we would ever depart. This act of deliberate rudeness enraged many passengers who vowed never to ride this airline again. There are two other airlines in Kenya to choose from, one of which has an excellent reputation and has airplanes painted like giraffes. I chose this airline because it seemed to be convenient to book online. A big mistake. You can book online with the other airlines too, and they are responsive by telephone for reservations and changes.