Kenya Airways

✅ Trip Verified | We arrived in Dubai and searched for our baggage for 2 hours, got sent from pillar to post until we were eventually sent to the baggage claims dept, only to be told there wasn’t enough time to put our baggage, 4 suitcases, on the plane in Nairobi, so it was left behind, but it would arrive the following day at 1.30 am, 20 hours later! The result, one whole day wasted. At departure in Cape Town we were told they had no fragile stickers, my husband and I were put in separate seating areas, despite purchasing the tickets simultaneously, using one card. they managed to sort that out as we boarded.The plane was old and dirty too! The mistake and lack of acknowledgement is 930 AED and 20 hours wasted. Eventually we got hold of the Kenya Airways office at Dubai airport, who organized with Emirates to bring our suitcases with their next flight which lands at 10.30 tonight, so here we wait! I will never recommend Kenya to any of our expat friends who travel this flight on a regular basis.

✅ Trip Verified | Dakar to Johannesburg via Nairobi. A colleague and I were booked to travel from Dakar to Nairobi and from Nairobi to Johannesburg. The point of taking this route was to get to Johannesburg before noon on Saturday 9th in order to attend to other commitments there. Kenya Airways seemed the most convenient for our requirements, there was a two hour plus gap between the scheduled arrival time of KQ513 and the departure time of KQ760 - so none of us could have imagined the nightmare that awaited us at the Kenya Airways hub in Nairobi! Due to a 2hour 15 minute (or longer) delay of the departure of KQ513 from Dakar, we barely made it on time for our connecting flight. There was no ground staff available to assist us get to the connecting flight. The ground staff at the gate were quick to gleefully tell us that we had been off-loaded from flight KQ760 to Johannesburg. They were there to block not to facilitate passengers. Following desperate pleas, they decided to board the business class passengers and not economy class - thus separating my colleague and I. When I pleaded on my colleague's behalf I was told that not enough meals were loaded into the economy class cabin! If passengers are late due to a Kenyan Airways delay (and no fault of their own) ground staff should meet the passengers and escort them to the connecting flight if it is still on the ground. In the event that the flight is over-booked tell passengers the truth than use an excuse as pathetic as the one that was given by ground staff.

✅ Trip Verified | Johannesburg to Addis Ababa via Nairobi. Upon arrival in Addis Ababa, I collected my suitcase - only to find that it had been terribly damaged. What’s more is that I paid extra to have the bag wrapped in South Africa. I immediately went to the baggage help desk, where I was given a reference number and told that I would be contacted. For the entire stay in Ethiopia, I was not contacted by Kenya Airways. When I returned to South Africa, I emailed the airline asking for an update. I was referred to someone else and have still not been helped! Truly disappointed in this bad service.

✅ Trip Verified | Average to very poor experience. They lost my baggage and still have not provided any update or response to my several enquiries to date. I was on their flight from Dakar to Lusaka (and later to Heathrow and back to Dakar). I flew out on 4th November, arrived in Lusaka on the 5th. The bag did not arrive. I made a formal report immediately at the airport. I had to follow up severally with them. No one ever got in touch with me to give any feedback. On my way to Nairobi (and in Nairobi) I was able to get hold of a representative. I was asked to fill a claim form on the 11th of November and assured that they will get back to me within 28 days. I did everything they asked me to do. I heard nothing back from them - not at any point. I called today (12th of December) and was told my file had been "closed" and it is assumed the matter was resolved. I have asked that I need a resolution. I have not experienced such poor service anywhere. Never fly them if you have an alternative.

✅ Trip Verified | We travelled Business class from London to Cape Town via Nairobi and Kenya Airways lost our bags! We have spent our entire last 2 days trying to get this sorted with Kenya Airways and the Customer Service representatives cannot be bothered. We have been directed round and around in circles. Never would we pay to fly with them again!

✅ Trip Verified | Dar Es salaam to Bangkok via Nairobi. I had the worst experience with Kenya Airways. My flight got canceled for 7hrs, they provided us with accommodation in Nairobi. However, one of the staff at the airport in Nairobi told me Kenya Airways isn’t responsible for my ticket from Bangkok to Phuket because it was domestic flight I was meant to use Thai Airways ). It was their fault that my ticket from Bangkok to Phuket went to waste yet they told me I have to pay for my own expenses. I am more than disappointed with this flight. I won’t recommend to use it if you have a connecting flight from Nairobi. They do not take responsibility when it comes to such big matters.

✅ Verified Review | Mumbai to Khartoum via Nairobi. Kenya Airways is not bad. Flights are in time, but found some cabin crew not fully experienced. Food and beverages are acceptable. But lack of option and choice of service for the last seated passengers. Inflight entertainment is okay but not updated.

✅ Verified Review | Nairobi to Amsterdam. The announcement about boarding times were clear during the waiting period. Boarding gates opened early enough. It was easy to locate the gates as the airport is clearly marked and well lit. The Boeing B787-8 is new, even though the seat i had was somehow uncomfortable but with adequate leg room nevertheless. The cabin crew were quite welcoming and wore a welcoming smile. The aircraft left on time. Once airborne we were served snacks, then a tasty meal followed including options of drinks, no sooner had we settled for a nab another round of snacks came along, then a meal. It was an endless supply of food by an efficient cabin crew. We landed at Amsterdam on time. I recommend this airline.

✅ Verified Review | Dar es Salaam to Bangkok via Nairobi. It is obvious why this airline is in deep financial trouble. None of the payment methods on their website work - we tried several different credit cards from different banks from accounts in different countries (including East Africa) and none of them worked. Flights need to be paid for (with an additional fee - they will not waive it even though their website has payment issues) over the phone or through third-party websites. We needed to change our business class tickets to the next day due to unforseeable changes. Although their website says you can do this online, you can't. Again, it wouldn't take any payment method even when we did a 3 way call between our banks and the airline. Their solution was to write an email to their tech department. All of the flight options the website showed were different from what the Kenya Airways representative could see on their end. All of the flight options the representative could see were hundreds of dollars more than what was being shown to us on their website. After several hours (12pm until 7pm) and dropped calls later, they finally booked us a ticket that ended up costing us significantly more and we ended up losing our business class seats. We couldn't pay over the phone and so we were told we could pay at the airport at no extra charge. Upon reaching the airport, the ticketing agent charged us even more than the price on the emailed ticked we had. She refused to call the manager and told us we could either pay the extra money or not get on the flight. Once finally reaching our destination, we tried reaching out to Kenya Airways several times to share our poor experience, hoping they would do something about it to avoid losing our business in the future as we fly into East Africa often to vist family & friends. Instead, we were met with a generic email replies telling us they were "looking into the situation." This airline and their customer service is a disappointment. Unfortunately they have a monopoly over the East African region, offering the only choice to fly between major cities. If you are flying into the area from outside of East Africa, there are plenty of other airlines based in the middle east, South Africa, and other continents which are far more reputable.

✅ Verified Review | Zanzibar to Johannesburg via Nairobi, we were told that due to overbooking, we must take a later flight about 4 hours. They always overbook a flight so we were the unlucky ones who have to take a flight four hours later, with zero consideration for the inconvenience caused. There will be no compensation as they booked us on SAA (this again was our fault). We insisted on lunch, which was a burger only because Kenyan Airways policy does not buy sides. We were informed our luggage was on the SAA flight, after 30 minutes of waiting we realised that our luggage has not arrived with us. After numerous queries we managed to locate our luggage (Thanks to helpful staff at OR Tambo). As the lady at the counter said that we must actually be thankful that our luggage has arrived. The staff at Kenyan Airways was unhelpful and made as though everything was our fault. I will never fly Kenya Airways again.