Kenya Airways

Flights delayed. No customer service and poor communication. Sullen and unhelpful staff. Passengers were treated more like cattle and staff acted more like those of a budget airline.

Check in was chaotic and the ground manager seemed more concerned about whether the flight was full than the brusque attitude of the check-in staff even at Business check-in. Onboard the seats were comfortable and the service of the business crew was attentive without being over powering. The drinks were flowing the food high quality with an excellent breakfast. The journey was smooth. The blanket could have been better and the utility set was not to the standard I would expect from Business. The entertainment was ok but there was insufficient choice. Enjoyed the flight but still improvements that could be made.

FIH-NBO-CDG. All flights on time I was surprised that they did not make any welcome announcements before takeoff very unusual. Food was great on the first leg (737-800) service was quick and efficient. The Nairobi Jomo Kenyatta airport is getting better every day with new seating areas. Boarding was slow on the Paris flight food good with a new KQ menu a nice touch for Economy Class passengers. The cabin was however too cold so passengers did not have a good night sleep. Good flights overall and friendly staff.

NBO-AMS. Plane scheduled to leave at 8.10am. At 12pm no boarding no announcement. Passengers started asking questions and an announcement came that the crew had not arrived. We ended up leaving more than 7hrs later. The TV on the plane did not work making an already 8 hr long journey almost unbearable.

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.

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.

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.

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.

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.

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.