Kenya Airways

✅ Trip Verified | Had 3 hours delay at the airport in Kenya and what was funny was to be told they cannot trace where the plane was but it was already in the country. Asking them that they need to send a message for my connection flight that there will a delay, they advised that they will send and email. Upon arriving at OR I was told there is nothing they can do and there was no email sent and they just need to book accommodation and in the morning I will have to come back to the office to meet their manager. They could not assist and had to buy a new flight for the missed connection flight as they did not take responsibility knowing that I missed the connection flight because of their delays. At the booked hotel, were told that was a daily occurrence with Kenya Airways, they have 10 or more people booked because to those delays. They have less planes and need to use same plane when it lands.

✅ Trip Verified | I am very disappointed about Kenya Airways. No tea or coffee on any of 4 flights I had with them. Ended up with most humiliating customer service representative in Nairobi Airport. She threatened not to let me on flight if I did not show her my EU settlement status. And this is at the boarding gate after passport control! My partner showed his passport and boarding pass to another representative and was let through with no questions. Some French people were told to go away and come back in 40 minutes, as I was still standing there trying to get Internet working and figuring out how to get my prove of EU settlement status, which I don't need to fly to London anyway if I am EU citizen. Avoid this airline whenever possible.

✅ Trip Verified | From Harare it was delayed by two hours meaning we were suppose to miss our connecting flight in Nairobi but was assured to get another flight. Upon arrival discovered the flight was cancelled. We were put in hotels for the airport were we only slept for 1:30 mins. There was chaos to get our passport back when we returned to the airport, was rebooked for Paris now with a 6 hour layover in Paris (previous had 2 hours for connecting flight). When about to board the flight was delayed again by 1 hour.

✅ Trip Verified | I flew Kenya Airways to travel to Dubai for a conference on the 4th of December 2022. My luggage was delayed and as such was not available when I landed in Dubai on the 5th December. As such I needed to incur expenses to purchase clothing and undergarments in order to be able to attend the conference. My luggage was returned to me on the 6th of December. I submitted a claim for my expenses to customer care at Kenya Airways on 12 December. I have yet to receive any assistance from the airline to date despite following up multiple times. The only feedback that I have received is receipt of my email and advice that they have escalated my claim. I will NEVER travel Kenya Airways again and would not advise anyone to travel via this airline either.

✅ Trip Verified | I had the most horrible flight experience with Kenya Airways and no compensation for delays and lost luggage. My flight from JHB - Lagos on Thursday 1/03/2023 was delayed for nearly 3 hours in Johannesburg. I missed my flight from Nairobi to Lagos. Because I had a flight to catch to Berlin I jumped into Accra flight and from from there paid for Lagos flight. In spite of the delay and trouble going through Ghana, and extra cost I wasn’t prepared for. On getting to Lagos, my baggage/luggage is missing. I needed my baggage to travel to Berlin.

Not Verified | Paid for a flight at the airport to fly out shortly after, only to be immediately put on standby because they overbooked the flight. When asking for full refund, they hold $5000 for 45 days (and still not received) and only offer of refund was with a no show fee deducted, despite being at the airport when making the booking! Frankly unacceptable behaviour and no urgency to refund in full. Strongly advise to never book with this airline!

✅ Trip Verified | Boarding and seating was fine. First flight was in what I would call premium economy, whereas the second flight was in, albeit tired, in business class. The food was not very much what I would call “pride of Africa” standard but the attendants were very helpful. I was very concerned when we were sprayed with a very noxious smelling substance - 8 canisters held by two attendants. Without any prior warning or consultation. The contents of these canisters was not revealed to me even though i asked. I am on day 7 of feeling very ill with breathing trouble and eyesight and diarrhoea. I attribute this to the 3 episodes of being sprayed - once on the first flight, then again while stationery at Victoria falls by crew with big spray containers and hand sprays as you would do in a field (or should not do). Then again after departure from Nairobi. The food was mediocre to poor. I’d hate to think what the economy class food was like if this was business class. My seat in the first plane could not recline and the seat in the second one struggled to go up or down. Well I certainly would like to know what we were sprayed with and how we were not informed thereof.

✅ Trip Verified | On time departure, excellent in flight service on both sectors. Full meal and bar service including an excellent French champagne. In all, a great trip and an excellent start to my visit to Zanzibar.

✅ Trip Verified | On Jan 27th, i flew from JFK via Kenya airways with a layover in Nairobi, continued with a flight from Nairobi to Johannesburg, final destination Capetown. In the interim I was not able to to retrieve my luggage in Johannesburg, apparently lost in transit. Spoke to a representative from Kenya Airways, Jum, who took all of my information & my number. He kept me informed regarding the status of my luggage & before I boarded my flight to Johannesburg. He was able to locate my luggage & as promised it was there at my final destination. I just wanted to thank him again for his service & diligence in helping to resolve my dilemma. They need more people like him in public service.

✅ Trip Verified | After booking my ticket I was very much afraid of all the negative reviews I have read. But fortunately I had a pleasant flight. Both flights departure was on time. Luggage was received in good condition. Only thing that can be improved, may be the food. Some extra items can be added.