Kenya Airways

Not Verified | The worst service I have ever encountered in airline, my fiancé missed her flight 4 times due to overbooking of airline. Airport workers keep on sending her back home saying that the airplane is full, I wonder how if you can treat your staff like that? How can you put up to 7 passengers waiting for more than 4 days or why would you issue staff tickets yet you know the plane is full? 30 minutes Before the gates closes the we can see that you can even issue tickets, the flight has up to 10 seats free and still you decide not to give your staff a seat? I do not ever recommend anyone to use Kenya airways

✅ Trip Verified | Do not use Kenya Airways! This was the worst decision I’ve ever made, I had two flights one from Mombasa to Nairobi which was delayed 4 hours so I almost “missed” my second flight home to London then I got there and they delayed it by an hour meaning it was 12:55pm then they told us they were delaying it till the next day at midday. The organisation was appalling. Got to a hotel room at 4am which wasn’t cleaned at all and they didn't even give me a key card for my hotel room. The flight then also got delayed another 2 hours the next day.

✅ Trip Verified | I had the worst experience with them I cant even explain my frustration. The night of my departure they told us 2 hours delay then another 3 hours then they said you know what it's cancelled. They booked me another flight the next day I reached to Dubai and the next flight was already gone by then.

✅ Trip Verified | We travelled from Mauritius to South Africa, with a connection flight in Nairobi. In Mauritius we've checked in all 3 of our bags at the same time. Upon arrival in Johannesburg, South Africa, we were informed that my son's bag stayed behind in Mauritius. They've done a tracking on the barcode, and informed us that the bag never arrived in Nairobi either. How can you just leave the bag behind? Pathetic service!

✅ Trip Verified | We had flown in from Dubai to Nairobi on Business class and it was good. Hence on our way back I decided to upgrade and fly business class, expecting the same. It was the biggest mistake in my life. The so called business class was just close to the premium economy of most other airlines. Seats had some push back and that's it. The leg extender was stuck and won't extend. Cabin crew said they were helpless - they didn't even try to see if it can be worked. I had to spend the entire flight sitting upright cos without the leg extender to support, I was slipping down if I reclined the seat. Horrible experience and to top it all there event wasn't a TV on the 5 hour 20 minute flight. Cabin crew said that this aircraft only has so much facility and they were looking at each other and smiling when they heard that I actually upgraded to business class. I would like to know how I can claim a refund. Where and how can I escalate this matter to. I sent a dm on Twitter to the airline which they haven't responded. Such daylight robbery must not be permitted. This isn't the upgrade we pay for. I am going to share my horrible experience on all social media channels. Interestingly I have not received any survey about my flight experience, which they promptly send. Never flying Kenya Airways again.

✅ Trip Verified | One of the worst airlines I travelled on. KQ765 delayed out of JHB with no reason given only left at 02:30 on Sunday morning 25 June in stead of 01:15. Missed our connection flight out of Nairobi to Zanzibar. Ground staff made us wait for 3 hours before we got any assistance in Nairobi. Eventually got a Precision flight to Zanzibar after we had to fight the staff for seats. We were assured that the flight will have our baggage on it as it was scheduled to leave 3 hours after we got our seats. When we arrived in Zanzibar we had no baggage and the ground staff was rude saying it was not their fault we did not have our baggage and that it would be at the Zanzibar airport on Sunday evening with the next flight and if we want it we can come fetch it then. We where on honeymoon and our Hotel is 1 hour 20min away from the airport, as we booked a all inclusive package which included our transfer to and from the hotel, we had no means to get back to the airport to collect our bags. We requested that they please deliver the bags to the hotel. Ground staff said they can only deliver on Monday morning. When we asked for compensation to get some necessities like toothbrush and clean clothes, as we had no clothes or toiletries and had a dinner reservation for Sunday evening, we were told it is not their problem nor their fault our baggage did not arrive and they rushed us out of their office. Needless to say we did not receive our baggage that evening. Monday morning 26 June I phoned the lost baggage office and was told the delivery will only start work at around 10:00 and would need to make a few stops before he gets to us. We ended up getting our baggage at 15:00 Monday afternoon. Missing the whole Sunday and most of Monday of our vacation because of having no clothes.

✅ Trip Verified | No where near does this airline come to being called the pride of Africa, it has made us as Kenyans embarrassed. The flight itself delayed for over 4 hours with no valid explanation nor any compensations. No regrets no apologies. The cabin crew are probably the rudest you'll ever come across as if they are doing you a favor. No courtesy and concerns for the three infants and 1 elderly I was traveling with on the contrary we were begging for the very basics and still not provided, like infant food! Inspire of pre-arranged meals non of my infants got the baby meals. The aircraft they are using is not for long distance international flights as the seats are extremely compact and zero legroom. We came out of the flight tired and exhausted as if we had been in war. Ground crew at both the airports equally the same and no sense of responsibility. Check in experience, 1.5 hours just to check in my family of 5 adults and 3 babies. How in the world can you explain this? Cabin smells stale from previous flight and nothing fresh. This is the worst airline I've ever travelled in.

Not Verified | Never use this airline, original flight had a 2 hour layover. It was canceled and the new flight had a 8+ hour layover. Nowhere comfortable to sit as the don't give you access to the Pride Lounge but only a food voucher with no food selection but a set meal. Staff have a terrible attitude and not bothered to help. I will never use this Kenya Airways again.

Not Verified | The flight on return journey was excellent. A sumptuous fish menu provided on my return yesterday. Staff are caring and lovely to talk to. I watched a cookery show and learnt a recipe on flight. Also a construction show though took it off half way due to the swearing. There wasn't much to watch for me but I left happy learning a potato recipe from South Africa. A bit of a delay in Nairobi for an hour but as I was on holiday it didn't spoil any plans. I spoke to a lady going to USA and she was given accommodation for missing connecting flight. So not so bad. My issue seems mild but one that all schools are aware of in London. We had a nut snack and I did hope that those with nut allergies where considered. At my children's 3 schools, we simply remove nuts from children packed lunch or school dinners and from view as some people get very bad allergies. Maybe it was the type of nuts served but I was surprised to see nuts on the menu.

Not Verified | My family of 4 people had booked to fly from Glasgow to Nairobi thru Amsterdam on 26 th June 2023. As they were preparing to fly, they received a message that the flight from Glasgow to Amsterdam is cancelled. Thus the re-booking is done for 2 people on 26 th and the other 2 on 27 th June. That would have messed all our onward plans. As today is a Sunday, we never got any response from the agent in Scotland who booked the tickets. As a last resort, with a prejudiced mind that I am just gambling, I called Kenya Airways number. The response I received was absolutely amazing. We got re-booking from Edinburgh to Amsterdam to reach Nairobi as planned earlier. I am really thankful.