Kenya Airways

✅ Trip Verified | Boarding and seating was fine. First flight was in what I would call premium economy, whereas the second flight was in, albeit tired, in business class. The food was not very much what I would call “pride of Africa” standard but the attendants were very helpful. I was very concerned when we were sprayed with a very noxious smelling substance - 8 canisters held by two attendants. Without any prior warning or consultation. The contents of these canisters was not revealed to me even though i asked. I am on day 7 of feeling very ill with breathing trouble and eyesight and diarrhoea. I attribute this to the 3 episodes of being sprayed - once on the first flight, then again while stationery at Victoria falls by crew with big spray containers and hand sprays as you would do in a field (or should not do). Then again after departure from Nairobi. The food was mediocre to poor. I’d hate to think what the economy class food was like if this was business class. My seat in the first plane could not recline and the seat in the second one struggled to go up or down. Well I certainly would like to know what we were sprayed with and how we were not informed thereof.

✅ Trip Verified | On time departure, excellent in flight service on both sectors. Full meal and bar service including an excellent French champagne. In all, a great trip and an excellent start to my visit to Zanzibar.

✅ Trip Verified | On Jan 27th, i flew from JFK via Kenya airways with a layover in Nairobi, continued with a flight from Nairobi to Johannesburg, final destination Capetown. In the interim I was not able to to retrieve my luggage in Johannesburg, apparently lost in transit. Spoke to a representative from Kenya Airways, Jum, who took all of my information & my number. He kept me informed regarding the status of my luggage & before I boarded my flight to Johannesburg. He was able to locate my luggage & as promised it was there at my final destination. I just wanted to thank him again for his service & diligence in helping to resolve my dilemma. They need more people like him in public service.

✅ Trip Verified | After booking my ticket I was very much afraid of all the negative reviews I have read. But fortunately I had a pleasant flight. Both flights departure was on time. Luggage was received in good condition. Only thing that can be improved, may be the food. Some extra items can be added.

✅ Trip Verified | They misplaced my bag. I filled a form at Heathrow airport and that was it. I waited for days for calls nothing until I finally found their UK line and i called them and they kept telling me to hold on. Eventually they sent a bag but it was another person’s bag. I called that my should be brought and the other be returned. I told them I wouldn’t release the bag until my bag is sent and i am not comfortable with having someone’s property with me. Then i was told the true owner of the bag is in Dubai and my bag is with them at Nairobi and a “picture” of a wrapped bag (I didn’t wrap my bag) was sent. Another 2 weeks and nothing has been done again. Customer service is totally rude this time. Kept complaining to them that all my clothes are in that bag and I have no winter cloth to wear here but they aren’t even ready to help

✅ Trip Verified | Horrible first time experience. Travelled from London on 19th January to Nairobi transiting to Ghana. Before that they changed our departure time from Nairobi to 30mins late. As if that was not enough, we got to Nairobi at about 9pm after being delayed at Heathrow only to be told our flight had been delayed again for another 6hours. Instead of leaving at 10pm, we were to leave at 4am. No communication, and not even a rep to speak to another airport in Nairobi, which is their headquarters. No body cared about us and all a lady could say it, we will give you hot food. Such a horrible experience, to just sit at the airport for 6hours, after an 8and half hour flight with no place to freshen up, and then instead of leaving at 4, we left at 4.50am. No apologies from anyone. Now I am dreading my return journey. I will not take this airline again and will certainly not recommend to any one. Shame to treat other Africans as 2nd class citizens and yet call yourself the pride of Africa. Maybe it’s time to change that name not befitting your poor services.

✅ Trip Verified |  I wanted to change my one flight time and was advised that i would be charged 2400USD. 2400USD for a change that was more almost double of what it cost me to fly from USA and then to South Africa. I was only requesting a flight time change from Kenya to South Africa. I tried to call customer services a few times and it takes almost an hour for them to answer. After waiting an hour they cut me off. All said i would never recommend this airline to anyone.

Not Verified | Highly do not recommend. Flight on the way to London had no working screens. On my connecting flight to Johannesburg, they overbooked our flight by 70 passengers. No order or sympathy whatsoever and it was a dog fight to get the first available seat which was 8 hours later ! Will never fly with them again.

✅ Trip Verified | We were travelling from Amsterdam to Johannesburg with Kenia Airways. Our original itinerary was as follows. Amsterdam to Paris KQ1243 05/01/2023 16:35 > 17:50 Paris to Nairobi KQ115 05/01/2023 20:20 > 06:25 Nairobi to Johannesburg KQ760 06/01/2023 07:45 > 10:55 When boarding in Paris we were made to sit in the aeroplane for 4.5 hours without air conditioner, food, or drink. We eventually left and arrived too late for our connecting flight to Johannesburg. Kenia Airways wasn’t prepared at all for this eventuality even though they knew about it for more than 12 hours. We were bundled into a group, and they tried sorting out the passengers rerouted flight. This took Kenia Airways 4 hours to complete for us, some passengers were still waiting after us. Our Itinerary changed to: Nairobi to Dar Es Salaam KQ488 06/01/2023 23:45 > 01:15 Dar Es Salaam to Johannesburg 4Z37 07/01/2023 03:25 > 06:10 On arrival at Johannesburg, we realized that our luggage wasn’t on the carousel. Even after I did confirm with Kenia Airways 4 times that the luggage would be rerouted with our itinerary change. Once when we received our changed flight details. Second time just before we were taken to the hotel to freshen up. Third time on my return from the hotel and then the last time when boarding the flight to Dar Es Salaam. I was reassured that our luggage would be on the flight with us each time. Now getting to realize that the above was all lies just to get rid of me, we started the process to find our luggage. After being sent to 3 different counters we were directed to the Airlink Customer Service Centre. Here we met our angel who checked and assured us that the luggage never arrived in Dar Es Salaam which means that Airlink didn’t receive it from Kenia Airways. This meant it wasn’t Airlinks responsibility anymore, but they then told us that they will load an enquiry and get the process going. Upon loading, he realized that the luggage was still in Nairobi but was scheduled to be on Flight KQ760 on 7/1/2023. This meant that Kenya Airways didn’t change the luggage tags to include our flights. The problem was that now we were already on the landside of the airport and couldn’t go back to the airside to get our luggage on the carousel after the flight land at 10:55.

✅ Trip Verified | On 29.11.2022 I tried to make a booking online for a ticket costing 930 USD for a relative however the kenya airways website showed error after the payment and the ticket was not issued. I bought the same ticket the same day from another bank account. On 30.11.2022 I contacted the KA customer service to cancel the booking in process (for the 1st ticket), the agent promised to do that instead he issued the ticket. He apologized and promised I would receive refund within 5 days, instead the 5th day the money was taken from my account (it was in authorisation status until). I placed a refund claim online which was acknowledged by KA and I was promised to be paid within 15 working days which did not happen. I tried to communicate with KA, however I either received no response or very general responses. I don't see any good will from KA to reimburse the money which was taken from my account because of the fault of their agent. Their whatsapp customer service is a joke, if you manage to speak to actual person the minute you mention refund they cut you off. Don't fly with this airline. I really regret giving KA a 2nd chance.