Kenya Airways

✅ Trip Verified | Flew Nairobi Kigali 19/10 2024 on an Embraer E190. A last-minute ticket due to missed connection in Nairobi. KQ took well care of me in their lounge, purchase was untransparent and risky as booked through an OTA called eDreams. However, the KQ desk at the lounge managed to retrieve payment and issued the final ticket within 20 minutes of waiting. Luggage was confirmed retagged and being loaded. However, the original tags were neither replaced nor retagged. Obviously, as seen from my window onboard, several suitcases were unloaded due to a huge amount of cargo being loaded and given priority. Complete disrespect for travelers onboard. Eventually, the luggage got 2 days delayed from Nairobi, and was sent by courier to my address in Rwanda. Onboard, service was faultless, drinks provided as wanted and sandwiches were tasty. Selected my favorite seat without charges. Flight on time.

✅ Trip Verified | I booked my flight from Mumbai to Harare via Nairobi. We have got confirmed tickets along with boarding pass from Nairobi to Harare but on reaching the counter me along with 10 other members their flight has been rescheduled to night flight with out any reason. From morning flight we have been shifted to late Evening. Now after 3 hours of argument airlines agreed for giving us hotel accommodation after their promise they started harassment in giving the hotel. And ground staff is very rude. .

✅ Trip Verified | I travel frequently between Nairobi and Johannesburg. Due to Kenya Airways' notoriously unreliable services (frequent delays, cancellations and last minute aircraft changes), I switched to using their much more reliable competitor on the route last year. However, due to my work schedule on my trip today, I was compelled to use KQ again and it was like I had never been away. My ticket for today's flight showed a Boeing 787 which was also the aircraft depicted when I checked in online the day before the flight. I selected and paid for an Economy Comfort seat. Upon checking in at the airport today, I received a boarding pass for said seat and proceeded to the boarding gate, where a B787 sat parked. However, 40 minutes before departure, the KQ staff at the gate announced that the aircraft was being swapped to a Boeing 737-800 and all passengers would have to line up again at the desk and be reseated. Cue complete bedlam as an unruly line formed with people jumping the queue and arguing with the belligerent KQ staff. Processing the passengers took ages and of course, I lost my Economy Comfort seat and was told to email KQ to obtain a refund. Note that this has happened to me twice before and I have yet to receive a refund for the previous occurrences. The flight departed over an hour late as a result. I will not fly KQ again if I can avoid it.

✅ Trip Verified | My wife from Kigali to Dar es Salaam return in August. Some rescheduling was announced clearly weeks prior to flights so no issues. Apart from the first flight out of four there were no delays. The delay at departure just shortened the stop over time in Nairobi prior to flight number 2. Seat choice and special meal were selected at booking for all four legs. A comprehensive luggage allowance of 3 suitcases were given and all of them were well received in Kigali at arrival. She has Flying Blue Silver Status and got extra luggage inscribed in Dar at no costs. Ticket was very cheap, likely due to travelling around midnight. Got frequent flier miles and status points for the trip.

✅ Trip Verified | Flight was delayed. Then we stood freezing in the middle of the night in the winter waiting to board. Flight attendants are harried and brusque. Never sure I would actually arrive until we got there, given so many recent delays

✅ Trip Verified | Travelled Paris to Joburg through Nairobi 23-24th August 2024 on B787 and B737, respectively. All flights on time. Checked in with breeze in CDG and went to the excellent lounge in Terminal 2E Hall K. The lounge is very good, despite becoming one of the oldest Skyteam lounges in Paris and is undergoing a soft rehabilitation. The food theme was turkey in various kinds of delicious dishes. Champagnes offered from a wandering trolley with special snacks. New beers and IPAs offered complementing the trivial Heineken. Evening/night flight. Boarding easy, welcome drinks provided, FAs were nice. I always sleep well in KQs B787s and lost my dinner dozing off and woke up only at 03 a.m. Then, I inquired successfully dine-on-demand, and got my preordered, hot seafood meal with a giant salmon starter. We also got breakfast prior to arrival in NBO. Got an amenity kit, though no pajama. Pride lounge in NBO is nice and convenient, spacious with good tarmac views. Had morning shower prior to my next flight to JNB which also left on time. That was a narrowbody without lie-flat seats, but the business class atmosphere was clearly felt throughout, apart from completely lack of flight entertainment. I had welcome champagne and ate and drank as I could and wanted to. Special meals were given; also, other meals were tried out and were deemed good, inclusive a beef dish from economy class. Luggage arrived in Johannesburg without any issues. Had to check it in again on another airline, Rwandair, to Kigali. I rarely have had any negative issues on Kenya Airways and do not recognize the many bad reviews? Catering onboard is generous though maybe not overly extravagant or divine. Crews are always fine, jolly, focused, responsive, and pleasurable. The airline may improve on ground services, communication, and ticket change ability. But once onboard, they are legacy. The trip was on a heavily promoted business class ticket, to which I gladly pay.

✅ Trip Verified | The good: on board, crew friendly The bad: flight delays and cancellings Several hours before my flight from Daressalam to Nairobi I received an email, that the flight would be postponed by 1 hour, which would it make difficult to reach the next flight from Nairobi to Paris. While I was arriving at the airport KQ sent me another email, that my flight from Nairobi to Paris was cancelled. I went to the KQ counter and they told me that they don't have a solution but they would check me in anyways and once in Nairobi I should ask for a solution at the KQ service desk. I checked in and my luggage was checked though until the final destination (Munich). At this moment I already knew that my suitcases would get lost. In Nairobi KQ booked a flight for me at 6:30am from Nairobi to Paris, but they had no flight from Paris to Munich and told me to ask them in the morning before boarding. In the morning they provided me a flight at 8:30pm from Paris to Munich with Lufthansa, which I accepted since it was the only available option. Of course the flight to Paris was delayed by 1 hour and the boarding organisation was very chaotic. There was no separate queue for the biz passengers and I had to step over sitting other passengers or push them aside to board my biz seat. KQ and their partner AF were absolutely no help for me, because they just said go to terminal 1 to the Lufthansa counter to get your boarding pass. To reach terminal 1 I had to pass 3 security checks and on every check they asked for my boarding pass, which I didn't have - thanks to KQ and AF. It took me more than 2 hours to reach terminal 1. Fortunately the support of Lufthansa was fast and professional and they booked me for an earlier flight. Never again in my life I will fly Kenyan Airways.

✅ Trip Verified | I have never seen such a disaster. In the plane out of 7 only 1 screen worked. They overbooked our connecting flight in Nairobi. So without warning, without giving any explanation, without apologizing, we are forced to spend a night in Nairobi. So to get a visa. The visa application malfunctioned, we landed at 8:30 p.m. and had to leave for Madagascar at 10:30 p.m. As a result we left Nairobi airport for a hotel at 2am. All this without accompaniment without a bottle of water or anything. The hotel was so noisy that we didn't sleep a wink all night. We only leave the next day at 12:30 p.m. for an arrival in Antananarivo at 3:30 p.m. on August 3 instead of 1:30 a.m. on August 2. As a result, we paid for our hotel night in Antananarivo for nothing and we lost a day of vacation. An unforeseen event during a trip is part of the game, but deliberately overbooking and causing families to experience such inconvenience when the ticket costs €1,300 per person is simply shameful. There is no professionalism from the staff, no empathy, all this seems normal to them and once again the crazy thing is that in all these imposed steps you have to fend for yourself because no one tells you anything. We feel that there is no desire for customer service but just to make money. Better to pay a little more and not get cheated. This is simply dishonest. Never again from this company. | Je n’ai jamais vu une telle catastrophe. Dans l’avion sur 7 seulement 1 écran fonctionnait. Ils ont fait du surbooking sur notre vol de correspondance à Nairobi. Du coup sans prévenir, sans donner aucune explication, sans s’excuser on nous oblige à passer une nuit à Nairobi. Donc à faire un visa. L’application pour faire le visa dysfonctionait , nous avons atterri à 20h30, devions repartir pour Madagascar à 22h30. Résultat nous sommes partis de l’aéroport de Nairobi pour un hôtel à 2h du matin. Tout cela sans accompagnement sans une bouteille d’eau ni rien. L’hôtel était tellement bruyant que nous n’avons pas fermé l’œil de la nuit. Nous repartons seulement le lendemain à 12h30 pour une arrivée à Antananarivo à 15h30 le 3 août au lieu de 01h30 le 02 août. Résultat nous avons payé notre nuit d’hôtel à Antananarivo pour rien et nous avons perdu une journée de vacances. Un imprévu lors d’un voyage fait parti du jeu mais faire volontairement du surbooking et faire vivre de tels désagréments aux familles alors que le billet est à 1300€ par personne c’est tout simplement honteux. Il n’y a aucun professionnalisme du personnel, aucune empathie, tout cela leur semble normal et encore une fois le plus fou Ç est que dans toutes ces étapes imposées vous devez vous débrouiller seuls car personne ne vous dit rien. On sent bien qu’il n’y a aucune volonté de service client mais juste de faire de l’argent. Mieux vaut payer un peu plus cher et ne pas se faire avoir. C’est tout simplement malhonnête. Plus jamais cette compagnie.

Not Verified | Bumped off flight at boarding gate. Promised a hotel and monetary compensation. Delays of 20+mins at every step. No one can assist with promised compensation. Service desk to hotel desk to service desk to cashier's desk to service desk to boarding gate to service desk to boarding gate. Customer services call centre cannot help and refers you to Reservations. Reservations refer you to an email that bounces back. New flight delayed (consider that on 1 Aug) new planes were to be used on the route.

✅ Trip Verified | I am disappointment with the service provided during our family's check-in process on July 30,2024. Despite our anticipation, we encountered a lack of attentiveness from the staff, who appeared disengaged and unresponsive to our inquiries. The prolonged duration of one hour to complete the check-in for our family of seven significantly disrupted our travel plans. We expect a certain standard of professionalism and efficiency from Kenya Air, and unfortunately, our experience did not meet these expectations.