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 397 reviews
5/10
3 star Skytrax Rating
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2/10

Kenya Airways customer review

(Netherlands)

DAR-NBO-AMS. Both flights departed on time. However staff on both flights were not particularly friendly or thoughtful - what a difference with our inward flight to Nairobi with KLM. Food on NBO-AMS was a disappointment with dry buns for breakfast and a salad for lunch. Received one drink directly after take off but after that no more refreshments for 5 hours. Flight entertainment system on the 8 hrs NBO-AMS flight was not working - system spontaneously reset itself several times during the flight or it didn't work at all. Overall very disappointing and what a shame that Kenya Airways is a code sharing partner of KLM.
Seat TypeEconomy Class
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Value For Money 12345
no
3/10

Kenya Airways customer review

(Kenya)

NBO to Accra. To my surprise flight was overbooked. Many who had tickets could not fly. Flight itself was pleasant with friendly attendants. Food ok. Seat on the aisle next to exit could not recline though legroom was good. However this was shattered when our luggage was left - many passengers affected. Almost 2 hours waiting in line in Accra just to report this. 3 days down the line still waiting. Good airline but becoming sloppy.
Seat TypeEconomy Class
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Value For Money 12345
no
4/10

Kenya Airways customer review

(Turkey)

Nairobi to Harare in business class on a new Embraer 190s. Excellent aircraft for regional flights. Individual touch screens with limited choice of movies and music but sufficient given the length of the journey. Quite good food and very friendly crew but they left behind over 100 passengers luggage in Nairobi including mine. No airline staff were available no compensation and rather unprofessional handling agent at Harare airport. Nairobi airport - probably ok in 1980s but was crowded dirty and not up to standards for 2011.
Seat TypeBusiness Class
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Value For Money 12345
yes
3/10

Kenya Airways customer review

(United States)

NBO-AMS. Departure time was 8.10am but just before takeoff we had to go back to the gate to switch planes which took a good 3 hrs. Flight took off around 12pm. Crew did not provide any refreshments during the 4 hr delay. Onboard crew were rude and seemed disinterested in serving passengers. The food was fair the entertainment was not working. The crew seemed more interested in chit chatting at the back on the plane than serving us. Overall I was totally dissatisfied with this airline.
Seat TypeEconomy Class
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Value For Money 12345
no
1/10

Kenya Airways customer review

(Australia)

Melbourne to Zambia via Bangkok through Nairobi. Flight from Bangkok to Nairobi was delayed without any apologies or explanation. Flight attendants were not friendly and not even a smile from them. I asked for some headphones and 4 hours later I reminded her and she just threw them at me. My flight from Nairobi to Lusaka was also delayed without any apologies again. My return trip was the same.
Seat TypeEconomy Class
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Value For Money 12345
no
7/10

Kenya Airways customer review

(United Kingdom)

LHR-NB0-HRE return - B777 and B737-800. The aircraft was modern but seemed a bit tired inside the cabin. Boarding was efficient from LHR but chaotic at NBO the IFE had very limited choices. The cabin crew were semi efficient but at times seemed rude however I found the meals to be good and their complimentary gifts for my kids made for a pleasant flights indeed. Seating and legroom is fair. Overall a decent airline I would use again.
Seat TypeEconomy Class
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Value For Money 12345
yes
2/10

Kenya Airways customer review

(United Kingdom)

London to Nairobi the worst airline I have ever used. Departure delayed by more than 12 hours. Almost no staff to help us. Rude unsmiling and unhelpful when they did appear. Inflight entertainment didn't work on the way out or on the return flight a week later. Food awful. No legroom either.
Seat TypeEconomy Class
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Value For Money 12345
no
4/10

Kenya Airways customer review

(United Kingdom)

Amsterdam-Nairobi. Flight left and arrived on time food despite not looking appetising actually quite tasty. Staff relatively efficient. Seat back entertainment didn't work properly seemed to be hit and miss for most passengers. I'm 5ft 10 and I found seating on the 767 to be incredibly cramped much more so than the return flight on KLM. That and the position of the entertainment box under my B seat made it physically impossible to find a position in which to sleep.
Seat TypeEconomy Class
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Value For Money 12345
no
2/10

Kenya Airways customer review

(United Kingdom)

As per the previous review I was traveling on the cancelled 2345 flight from Nairobi to Heathrow as part of a round trip. The flights in both directions were reasonably good the entertainment systems were broken for most of the seats but staff were pleasant and helpful and food was good. Unfortunately the reaction to the cancelled flight was awful and the worst treatment I have ever received from an airline. As the previous reviewer says the staff were very slow extremely ill informed and seem to have lied on occasion. Almost no effort was made to inform passengers as to what they needed to do in terms of changing flights getting back through immigration control and sorting out a hotel. This resulted in a great deal of frustration and wasted time queuing in the wrong places. In particular the airline made very little effort to help passengers find hotel accommodation; only one member of staff was available to help and passengers including us were told that there was no hotel accommodation left available which was later proved to be untrue when a number of passengers complained and were miraculously found hotel rooms. I suspect the lack of hotel rooms may have related rather more to a lack of appetite to pay the room rates rather than any genuine shortage. Ultimately we along with perhaps a third of the passengers ended up sleeping on the floor of the transit lounge until we were told to get up and move at around 6am. The re-scheduled flight was then further delayed when the first officer did not turn up for work at this point refreshments were provided but not enough for all the passengers. All in all a consistent and depressing display of incompetence.
Seat TypeEconomy Class
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Value For Money 12345
no
4/10

Kenya Airways customer review

(United Kingdom)

Nairobi-LHR. I recently was unfortunate to have flown Kenya Airways. Flying Nairobi to Heathrow on the 23.45 flight we were told after we had all proceeded through the gate that it had been cancelled. This was at midnight. 2 staff were available to book over 200 people onto new flights. They were slow rude and lied about when they were able to do. They were very slow to provide any refreshments and were not able to accommodate everyone in hotels until the flights the following day - so we had to sleep on the floor. When I finally got a flight home the food was substandard the staff were rude and surly. Toilets were not cleaned or maintained. I will never be flying this airline again.
Seat TypeEconomy Class
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Value For Money 12345
no