Kenya Airways

✅ Trip Verified | I just completed a direct flight from NBO to JFK that lasted 15 hours. I wish it had been a layover flight with another airline. My original flight schedule was modified four weeks before departure, which forced us to change our travel plans. Although it was advertised as part of SkyTeam, my Delta Platinum Medallion status didn’t enable me to secure a complimentary seat closer to the front, and I ended up sitting four rows from the back of the plane. I asked for water during the flight, but the flight attendant never returned with it, forcing me to ask twice. It was unacceptable to only receive a cup of water during a 15-hour flight. Additionally, the air circulation was so poor that I ended up catching a cold.

✅ Trip Verified | Worst airline I've ever dealt with. 4hr delay on first flight due to "engineering issues". Left sitting on the plane with no aircon or lights while they worked it out. Next flight, air con didn't work after about 30mins into flight and the flight became an over. Very old and tired planes and the seats feel like you're sitting on metal. They cancelled today's flight and moved me to another flight without telling me. And then put my Dad on a separate flight. Staff at the help desk were rude and kept passing me from one line to another. When I asked for names, they refused to provide them so I took a photo to report them and they then demanded I delete the photo or they'd call security. I complied, but they called security anyway and still wouldn't provide names. In the end, we still ended up being put on separate flights, mine 8hrs after the original flight I'd booked. The only saving grace was the staff on the plane were at least friendly and polite. But nothing else positive to say.

Not Verified | By far, the worst customer service received. Unethical, unreliable and unknowledgeable. Flight coming back to US moved 6 hours before original time of departure, last minute. Missed the flight, due to this drastic flight change. I was stranded in Zanzibar. and had to add another hotel for the night stay since I had missed the flight. Had paid for premium economy seats which was not granted due to the last minute booking. Therefore, I requested a refund for the Hotel stay and premium seats that was not granted as paid. Since Aug 2024 calling, emailing every other week for an update on a refund. The staff all sounds like robots, no training; they all repeat the same sentence, call back with in 72hrs; its been 4 months, they don't reply to emails, either. Literally, fighting for less than $280. Learned my lesson to stick to what you know. By now, a well known airline would've reimburse $280.00 miserable dollars due to their negligence. There was no justification for such a drastic flight change, weather was fine and I would've accepted the flight change if this was notified 72hrs ahead, not last minute. Never heard of an airline move their flight for 6hrs earlier, it is usually delayed. I would never flight with Kenya Airways and I wouldn't recommend.

Not Verified | My experience with Kenya Airways has been an absolute nightmare. Flights repeatedly changed and canceled with no proper alternatives offered - Travel duration never ending, not knowing when we would head back home, we have been completely left in the dark for hours and had to book another route on our own.Lost luggage that took me a month to get back. Customer service useless and dismissive. They’ve been stringing me along for over a year (started in december 2023), giving half-baked responses or completely irrelevant ones, clearly stalling in the hopes that I’d give up. Kenya Airways finally came up with a “compensation” : a laughable €90 voucher which I never received a complete insult.

✅ Trip Verified | My wife flew Kigali-Dar return November 2024. Transit in Nairobi both ways. Embraer aircrafts throughout. Ticket inexpensive. Cancellation of first flight was announced late, only 3 hours before departure at check-in. However, the suggested rebooking by KQ on next flight was reasonable though causing a total of 7 hours late arrival in Dar. Kenya Airways apologized and compensated by granting her access to their contract Pearl lounge access in Kigali. Very appreciated to endure the long waiting time to the rebooked flight. Connecting flight from Nairobi was also changed accordingly. Luggage arrived in Dar without issues. Flights DAR-NBO-KGL were on time, seafood preordered and given. No luggage issues; received quickly all 3 pieces inscribed luggage’s in KGL.

✅ Trip Verified | First flight I was appalled by the state of the aeroplane, absolutely filthy, food splatters on the window, very little space, food was ok, 2nd flight wasn't bad, coming back was even worse, delayed flight by an hour, 2nd flight 10hour layover and we got compensated with a cheap and lousy meal. I will never ever fly Kenya Airways again.

Not Verified | Avoid Kenya Airways at all costs! COMPLETE FRAUD. My experience with Kenya Airways and KQ Support has been an absolute nightmare: - Flights repeatedly changed and canceled with no proper alternatives. - Travel duration never-ending, not knowing when we would head back home; we have been completely left in the dark and had to book another route on our own. - Lost luggage that took me a month to get back. - Customer service useless and dismissive. They’ve been stringing me along for over a year (started in December 2023), giving half-baked responses or completely irrelevant ones, clearly stalling in the hopes that I’d give up. Kenya Airways finally came up with a “compensation”: a laughable €90 voucher which I NEVER RECEIVED—a complete insult. I had seen bad reviews before; I definitely should have believed them. This company shows zero respect for its customers. Think twice before booking with them—you deserve better!

✅ Trip Verified | On 24th November 2024, I flew from Lagos to Mumbai with a one-hour layover in Nairobi. The flight KQ533 from Lagos arrived on time in Nairobi, and the flight to Mumbai (KQ204) was scheduled to take off at 8:45 PM local time. We were informed it would depart at 10:45 PM but actually took off at 11:40 PM for Mumbai. I felt tired and dozed off upon takeoff. I woke up an hour later to find that all my co-travellers were having dinner, but there was no meal on my seat. As I was hungry, I immediately pressed the call bell, but nobody came to attend to me. I got up from my seat and went to the back of the plane, where I found three male attendants gossiping. I asked them why they did not serve me a meal and if they could not see the call light. They responded by saying they do not wake up passengers who are asleep, and thus my meal was not served. I was shocked and told them that the rule of not waking a passenger applies to flights scheduled for 12:00 midnight, but this flight was scheduled to leave at 8:45 PM, with dinner included in the itinerary. Even if the flight was delayed and the passenger was asleep, it is the duty of the flight attendants to politely wake the passenger and offer meals or check later. I raised my voice slightly. In response, one attendant raised his voice and told me not to shout, while the other two mellowed down and said they would bring the meal to my seat. They eventually did. After we all slept for about seven hours, we woke up ready for landing. All of us were thirsty after the long sleep, but none of the flight staff came to offer passengers water. Instead, they preferred to remain at the back of the plane. When I asked for water, they said they would get back to me, but nobody returned. Like cattle, we disembarked the plane after landing. None of the staff stood along the walkway to wish us goodbye. This is an example of poor customer service, inadequate training, or selected staff simply not interested in their job. of poor customer service, inadequate training, or selected staff simply not interested in their job.

✅ Trip Verified | In late July 2024, our flight from Zanzibar to Nairobi had first been postponed to a later time several hours before departure. Due to weather conditions, we were unable to land in Nairobi on time and diverted to Kilimanjaro. This incident obviously meant that our connecting flight to Amsterdam was already gone. Once we arrived in Nairobi, Kenya airways could not help us pay for a visa for 4 people. We were able to stay in a hotel near the airport, but had to pay for the visa ourselves as their payment system was not working. We were not given any luggage and therefore walked around in the same clothes for 3 days. Kenya Airways promised to refund all charges if we handed in the receipts has not happened to this day. Despite repeated complaints. Moreover, one of the suitcases of the larger luggage was broken. A complaint has been made about that too, but no response so far.

✅ Trip Verified | I am extremely disappointed with Kenya Airways. I have been waiting three months for a refund for my canceled flight, despite nearly 20 attempts to resolve this. As a frequent business class traveler, I expect better service. This experience has not met my expectations for the price. Avoid flying with Kenya Airways if you value timely customer service.