Kenya Airways

Customer Reviews

3 star Skytrax Rating
Food & Beverages 12345
Inflight Entertainment 12345
Seat Comfort 12345
Staff Service 12345
Value for Money 12345
Customer rating from 359 reviews
5/10
3 star Skytrax Rating
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6/10

Kenya Airways customer review

(United States)

LHR - NBO return on a B777. Departed and arrived on time. No problems with bags. The food was average with a full meal followed later by a snack going to NBO. On the trip north a small snack at the start of the trip and a small breakfast at the end. The cabin crew was fine. The plane was in good condition. The entertainment system had limited range of programs. The only major issue was the boarding procedure at Nairobi airport. The passengers were squeezed into a tiny departure lounge for a long time. The boarding process was a mess with announcements and ground staff contradicting each other. I would happily use them again.
Seat TypeEconomy Class
no
5/10

Kenya Airways customer review

(Denmark)

NBO-AMS on B777. Mixed experience. We were almost 1 hr late departing Nairobi with no explanations or apologies. Arrived in AMS almost on time. Breakfast was average with a hot lunch which was quite good. IFE was a bit unstable but kept me entertained. Had an onwards connection in AMS with KLM-CPH that I made but my luggage didn't. Delivered next day at my home in Copenhagen.
Seat TypeEconomy Class
no
7/10

Kenya Airways customer review

(South Africa)

JNB-NBO. Cabin crew were warm and friendly. Food was very good IFE was average but they can do much better. The duty free was surprisingly good.
Seat TypeBusiness Class
no
6/10

Kenya Airways customer review

(United Kingdom)

Antanatarivo to Niarobi. 4 hr flight left on time. Service was good and cabin staff attentive. Food was average with ok leg room. Cabin and toilets clean. First time on KQ and was pleasantly surprised. However this was shorthaul - longhaul experience was awful.
Seat TypeEconomy Class
no
2/10

Kenya Airways customer review

(United Kingdom)

Nairobi to LDN. Economy Seat 33C and 24B. Boarding a little chaotic and some sat in the boarding lounge for 90 mins. Staff were sufficiently attentive. Food adequate. AV worked and toilets very clean. Arrived on time. Seating 24B was very poor no leg room and uncomfortable. Moved to 33C aisle seat limited recline and impossible to sleep. Avoid KQ Economy long haul short haul however is good.
Seat TypeEconomy Class
no
3/10

Kenya Airways customer review

(United Kingdom)

We were quite disappointed by our first experience of Kenya Airways on our recent trip from London to Nairobi - my husband's TV wasn't working and although we asked for help that was simply ignored. The staff looked bored and were not very attentive. You had to be quick to say that you wanted coffee/tea as you only had one chance much too early during dinner. The food wasn't great but edible. I was also annoyed by the fact that they didn't encourage other passengers to put their seats forward when food was served - that meant we had even less space whilst having our breakfast. The flight back was not quite as bad but still I felt the staff could have made more of an effort (occasional smile would be nice). The thing I would really like to criticise was the boarding procedure at Nairobi airport - we were asked to board 1.5 hours before departure which meant that we were squeezed into a tiny departure lounge for that length of time - the boarding was a mess with the announcements and ground staff contradicting each other - despite the early 'boarding time' we still managed to leave late.
Seat TypeEconomy Class
no
5/10

Kenya Airways customer review

(Kenya)

Cabin crew in Economy not very communicative. They seem to forget it is their job to be polite and helpful. Flying in Economy is stressful especially when most of the time the entertainment system doesn't work toilets are left dirty towards the end of the flight and if you want duty free items you have to watch for when they come by or you will miss them. Food was awful with very limited choice. Tea and coffee service is poor.
Seat TypeEconomy Class
no
7/10

Kenya Airways customer review

(Kenya)

Flew KQ in Business NBO-JNB using points. We were on the 8pm flight. Check in was very easy with no queue. The lounge in NBO is small and crowded. We boarded by bus (cram as many people in as you can). On board (737-800) only 5/16 seats occupied. Food was good. There was one starter (no choice) choice of 2 main courses and then desert or cheese (pre-plated). Wine was excellent. Service was good. Glasses were always topped up. We never use KQ IFE. Always carry our own iPad and BOSE noise cancelling headphones. KQ gave a basic amenity kit. Arrival into JNB was 30 mins early. Luggage took 15 mins to come out. Overall pleasant experience.
Seat TypeBusiness Class
no
na

Kenya Airways customer review

(Kenya)

It was a Mombasa-Nairobi flight schedule to leave at 1440h so we arrived at the airport by 1315h and checked in they did not say one word to us about the delay. They didn't tell us anything but simply put it up on the board after we had waited for 2 hrs already without any announcement or explanation. Of course it did not leave until 1840h. KQ will allow you to book and check in then they will not service the flight leaving you effectively grounded and waiting for up to 5 hrs for a local flight. Pure inefficiency.
Seat TypeEconomy Class
no
7/10

Kenya Airways customer review

(Kenya)

LHR-NBO. Had read on here from many posters that the IFE is grossly unreliable and not surprisingly I struck the same with the entire side of the plane without IFE. No compensation but not=too bothered as was an overnight flight and I slept. Arrival procedure in Nairobi bordering on chaotic with visa process etc and baggage hall a shambles but not fault of airline. Having made the choice over BA/VS to see something different I was satisfied staff were surprisingly good.
Seat TypeEconomy Class
no