Kenya Airways

✅ Trip Verified | Bangkok to Nairobi. Kenya Airways flight KQ887 was delayed by over 8 hours, they put us in a dodgy old and stuffy hotel in Bangkok overnight. Not only was the hotel room full of mosquitoes and horrible bathrooms but we also had an 8 hour lay over in (Nairobi which was not in our initial arrangements). We were sent to wooden chairs and fed cold burgers with warm drinks. Kenya Airways, By far not the pride of Africa! In fact not even remotely ].

✅ Trip Verified | Harare to New York via Nairobi. I was super excited to travel to Zimbabwe and see Africa for the first time and got the perfect excuse when one of my closest friends from college planned her wedding in Harare. My outbound flight on American Airlines was cancelled due to weather, leading to me missing my connecting flight on Kenya Airways. While this was unpleasant, no one can control the weather, and AA helped re-book me on a later Kenya Airways flight into Harare, Zimbabwe, so I made it on time to the wedding. After a few weeks of seeing Victoria Falls and making friends with lions, I got back to check into my flight back to New York with Kenya Airways. The attendant there let me know that I had been marked as a “no-show” on my outbound flight, and now my return ticket was cancelled as a result. After arguing that I clearly was re-booked on a later outbound flight, Kenya Airways told me I could get on the flight if I paid a “penalty” of $1200. As I had already paid for a round trip ticket, I indignantly refused to pay for my flight a second time and wound up missing the morning flight. Two more flights back to the States came and went, and I missed all of those flights as Kenya Airways demanded payments to let me onto a plane. I racked up hours of international cell phone call payments with American Airlines customer service and my travel agent, who all let me know that Kenya Airways was not picking up the phone, and they were the only ones who could get me on one of their planes. 16 hours later, having missed every flight that day, I finally gave in and paid the $1200 penalty, in addition to the $1600 round trip ticket I had already paid, and Kenya Airways let me on the flight back home. For the privilege of nearly doubling the cost of my plane ticket, I also had a 17 hour layover in Nairobi, after which Kenya Airways told me my flight to JFK was overbooked. Fortunately Kenya Airways did one thing right and found a seat for me onto the flight back to the States, which I had paid for twice. All in all, I wound up spending nearly four days total in airplanes and airports, racking up international phone charges, and nearly doubling the cost of my Kenya Airways ticket. Kenya Airways, the Pride of Africa.

✅ Trip Verified | Johannesburg to Bangkok via Nairobi. The feeling I got flying Kenya Airways for the first and last time is that it’s missing a certain culture which is so important for customer loyalty. Our trip was the worst I’ve ever taken with any airline. And I’ve flown a lot. Everything was matter of fact. Except for the last leg from Nairobi to Cape Town through Victoria Falls (which was still the wrong return flight and 24 hours too late) all flights were delayed between two and twelve hours. The on-board meals are half the size of comparably-priced flights and mostly junk. Drinks cart selection looks like Aeroflot in the 80’s. Kenyans are warm and inviting. Is there a reason why that cannot be the same at Kenyatta airport? Is Kenya Airways not the major airline of that airport? When there’s no culture at the top, there’s no culture on the ground. Rude immigration officers, and security personnel throwing bins at passengers. The “hotel desk” which had no signs was another terrible experience. Apathetic employees did the minimum required of them. Passengers already furious to have been delayed prior, and now having missed their connections, would have to wait till morning to catch the next (wrong) flight. And when you get your hotel sorted, you’re told the bus will leave “very soon” but the truth is they wait until enough people cram the bus and only then transfer the passengers to the hotel. And everything is done at snail pace, with total disregard and matter of fact. There are many wonderful and accommodating employees along the way, but that is not the point. We all tend to remember the negative and unpleasant, but the right kind of culture has no room for negative. Customers have choice, and if enough customers stop using Kenya Airways, will that make its point?

Not Verified | Johannesburg to Zanzibar via Nairobi. We booked our flights in Feb 2018 from CPT to ZNZ, 4 sectors with 12 hours of travel. 2 weeks before we flew we checked our flights and the final sector had been cancelled. With no Kenya Airways office in Australia, I went online and chatted to an agent who quickly solved the issue and rerouted us at the same time reducing 4 sectors to 3. This was all fixed within 10 minutes of chatting. On the day of travel everything went smoothly from to check in to boarding. The flight was uneventful, the service onboard was very good, the flight attendants were lovely. The food and beverages served were also good. The one concern we had was whether or not our bags would arrived at the same time as we did. To our surprise, all bags for our party of 4 arrive at the same time and destination as us. I think we were lucky on the day.

✅ Trip Verified | Nairobi to New York. Awful service, awful staff! Avoid this airline at all cost. Kenya Airways is not the pride of Africa. I'd say it's the shame of Africa. During the flight from USA to Nairobi, (14 hours long) There was a young man speaking really loud and saying inappropriate things. He was disturbing a lot of passengers. Obviously he was drunk, yet he kept ordering alcohol and the staff kept giving him! Despite several complaints from other passengers including myself, the staff of Kenya airways did nothing stop him. My brother and I had a 21 hours in Nairobi. Kenya Airways did not want to pay us a hotel, like they did for other customers. On the way back home, the flight from Nairobi to USA, the staff was again rude and useless. I felt sick and asked for water 5 times before I finally got it. Save yourself a headache and fly with another airline. I wish I read the reviews before spending my money with them. I will never fly with them again even if it was free! Wish I could put 0/10 as overall rating but the system won't let me!

Not Verified | Our luggage along with everyone else who connected to Nairobi from Kilimanjaro on 15/012/18, did not arrive at Heathrow leaving us without clothes etc for three days. Our bags were returned Tuesday evening, however, were in a completely unacceptable state (both wheels ripped off as well as the handle). We asked for compensation for the damage to the bag and the fact that we've had to buy clothes. The customer service team, however, remained consistently non existent throughout the process (calling over 14 times with no response) and we're yet to hear back regarding our compensation claim three days onward. The flight etc. was fine, just hope that nothing else goes wrong else where as dealing with the customer service at Kenyan Airways has been completely awful.

✅ Trip Verified | I am waiting here trying to board the flight from Entebbe to Nairobi. It’s really pathetic that the staff of the handling agent DAS do not inform passengers on checkin that the flight is delayed while delay information is already in google. There is no information updated on the screen and when you approach handling staff for information you have from the google that the flight is delayed they have zero information. When the delay announcement is finally made KQ offers passengers no respite not even a snack voucher for a delay of more than 4 hours. The station manager is nowhere to be seen and since I have already missed my connection they are yet to confirm it they can put me on an alternate flight today until I reach Nairobi! This has happened to me over and over again, I can’t promise I won’t fly back with them again because in this part of Africa this is literally the only option. I will tell you this they call themselves Pride of Africa but its literally Shame Of Africa. I don’t expect anything to change with this review but at least I can warn people what to expect

Not Verified | My brother was to fly from Johannesburg to Zanzibar but the flight was overbooked and he was scheduled for another flight, hotel stay and voucher included. Next was having to pay $50 for has piece of check-in baggage less than 23kg. Third was demanding he has an affidavit to fly as he had a one way ticket or they wouldn't give him a boarding pass. Lastly now that he is in Zanzibar the luggage he paid for is missing. A simple 6hr journey turned into a 24+hr nightmare. Avoid them they offer very little on ground support and are rude. Avoid. There are better and more value for money options in the African skies nowadays

Not Verified | Amsterdam to Addis Ababa via Nairobi. Horrible airline. Changed my flight significantly for no reason. I did not get any support, help or compensation. On my inbound flight I have to wait 7 hours more on a layover than on my original flight. On my outbound flight it is 24 hours in a country where I cannot escape the airport because I'd need a visa. The 'customer support' does absolutely nothing for you. If you try to cancel they charge cancellation fees (i.e. >300€). Ridiculous! Never book on this airline!

✅ Trip Verified | London to Zanzibar via Nairobi. This airline has degenerated into a mess. Much talk of its recovery but i am afraid that is not evident. Please expect to have your flight cancelled and you will be put on a new route of their choosing. Expect the transfer counter to be manned buy up to 3 people (but only one actually working). If your flight is not cancelled it will probably be late and you will be lucky to get your bags when you land. When you do get your bags, days later, the list of excuses is endless. You will also find some confusion from Kenya airways who think they are doing you a favor finding the bag they lost.