Kenya Airways

Very disappointing indeed! As a Kenyan I wanted to believe that Kenya Airways is indeed the "pride of Africa". Perhaps it was at a time. Recently it is starting to be an "embarrassment of Africa". Service has deteriorated to poor levels. Our departure to Dubai was delayed for almost 3 hours. We were bundled out of the business lounge only to spend another hour waiting and without any Airline staff explaining the cause of delay or if indeed we were going to travel. They passed to and fro without having the courtesy to explain. My experience in the morning from Mombassa was a joke.

Update of my previous review. Rebooked flight out of Jo'burg at 11.15 on 17th April was cancelled with no advance notice sent. Customer Service not at all fazed by further inconvenience to passengers. Given access to lounge after a vigorous complaint. Today 27th April 2012 tried online check-in for return flight. Not too surprised to receive the message "your reservation does not exist". Called call centre in Nairobi only to be told my return reservation did not exist! Eventually it was resolved am now awaiting the "right" ticket by email.

A nightmare out of Johannesburg on 16th April. Flight due to take off at 13.20 at 13.45 the Captain announced 9 passengers needed to disembark the aircraft in order to balance the load. A few passengers opted for the US$500 voucher in exchange for disembarking. However an hour later the aircraft hadn't moved. Chief FA then informs passengers that another 10 passengers have to be offloaded. Eventually all passengers had to disembark the aircraft and re-board so calculations could be reconciled with the regulations. At 16.30 after a frustrating 3 hour wait I voluntarily disembarked was taken to the baggage hall to collect my bag only to find all passengers’ baggage had not even been loaded onto the aircraft. Staff lied and tried to pass the buck at every opportunity. I have now been rebooked on 17th April and am not expecting a better show from KQ.

Heathrow to Harare return. Outbound flight was okay with no delays and the flight was comfortable. Return flight was a nightmare we were delayed twice - once in Harare and Nairobi with no explanation for the delays.

Nairobi to Lagos. Boarding procedures unpleasant sat in a window seat with a passenger next to me who had little appreciation of personal space and who loved what I was watching on my iPad. Food was great; took 3 requests to get a drink after food service finished. Would see if I could afford business class next time.

Have had very poor experiences in the past but Kenya Airways seems to be stepping up their game. Recent flights to Juba Addis Kigali Maputo and Joburg were all on time seats/planes were ok (new Embraer's are great) and service very good. Staff are almost always polite.

Helpful crew but awful aeroplanes on LHR-NBO route in contrast to those internally used between Nairobi/Entebbe/Nairobi and Mombassa. Charming staff wheelchaired me onto flight from Entebbe to Nairobi and did the same to catch a plane on to Mombassa. Ground staff at Mombassa failed to explain luggage was ticketed through to LHR while of course on arrival in Kenya luggage is collected and then reinserted for an internal flight. Onboard 40f did not recline and the video did not work. A seat change produced a screen that worked and earphones with insufficient output to listen to the film. Misery on long flights.

Fight from Kigali to Nairobi cancelled they gave me a flight the next day meaning I had to spend 24 hours in Kigali which I was transiting through. I missed two connections (Paris and Washington DC). They put me on a flight that required 8 hrs layover in Nairobi and refused to offer lounge access. The seat they gave me was by the exit arm rest was removed and I had to hold the tray table on my knees every time I needed it. A huge 767 no entertainment system. Food was as terrible as the service.

Heathrow to Nairobi return. On time in both directions. Food OK going out but poor on return. IFE not working on outward journey. The B777 was very stuffy and with poor seats it was difficult to sleep. BA does this flight better.

Heathrow to Nairobi return. On time in both directions. Food OK going out but poor on return. IFE not working on outward journey. The B777 was very stuffy and with poor seats it was difficult to sleep. BA does this flight better.