✅ Trip Verified
| We flew from JFK to NBO just before the pandemic was declared. This was the first leg of a journey to Seychelles (SEZ). We found the cabin crew on this flight to be excellent, attentive, and really friendly. It seemed that the cabin staff were up and down the aisles very frequently and had a smile on their faces, something that must be tough during these times. We told them how pleased we were at the end of the flight and they seemed genuinely surprised to get the positive feedback. We passed this on to the airline via their website but have received no response as yet. Check in at JFK was easy, but probably atypical due to the reduced number of flyers in early March this year. The same could be said for the boarding process. The plane itself was new, a lovely 787 with mood lighting and big windows. The legroom was reasonable (not cramped but not luxurious). Overall it was comfortable for such a long journey. The food on the outbound journey was really good, way better than we expected, and our son' child's meal was also better than typical kids meals. The biggest negative on our outbound journey was the entertainment system. There were very few recent movies and the choice was extremely limited. Take your tablet or phone and download some eBooks, movies or other entertainment to it. if you are expecting to use the system on the plane to keep you occupied for 14 hours you will be disappointed. If I was rating the airline based on this flight I would actually give this flight 4 or even 5 stars as it was enjoyable but external factors are influencing that rating. Our return journey from Seychelles was delayed overnight by 14 hours and we had to fight to get accommodation. Due to this delay, and the Kenyan government ban on entry for foreigners due to COVID-19, it also meant our mini KQ Safari booked through the airline had to be cancelled. This is all very understandable and we have no issue with any of that. We cancelled this over email with the safari division while in the Seychelles and assumed there would be no issue. However, despite meeting 3 of the criteria needed for refund I am now going through a VISA charge-back process to recover this fee. First they say to talk to travel agent (when we booked the safari directly through them on a different credit card number) and then they say its valid for a year and they do not refund services .. despite having a clear statement on their website that a refund can be done if you fit 1 of the 3 criteria - 1. contact the email provided within 24 hours of the safari to cancel (we did it 6 days before), 2. Have a flight cancellation or delay (we were cancelled and put on a flight 14 hours later), and 3. Being denied entry to the country (the government were denying foreign nationals even with a visa - which we had). We want to go back to the Seychelles when all this is over but sadly I fear it will need to be with another airline, despite the stellar service of the staff on KQ003 on the day we flew.