Nairobi Airport

Not Verified |   I am a Business Traveller and have Sky Priority. The Sky Priority queues in Nairobi are never monitored and are always a free-for-all. Why can't there be staff to man the queue? The chaos causes delays every time. When you speak to staff they ignore you. I dread going through Nairobi. Boarding the plane, Sky Priority is ignored. Everyone gets up and you have to push your way through as a Business Class passenger!

✅ Trip Verified |  Always the same. Coming off a long haul flight and transiting through JKIA. Even as a business class traveller the queue for the transit security check takes at least an hour. Total chaos reigns. Only two gates are open. Security staff totally overwhelmed. This is by far the worst airport to transit through

✅ Trip Verified | Due to a late arrival of our international flight we needed to stay overnight in Nairobi. Though we had a great stay at the hotel, it was really short because all took so long at the airport after landing. It was confusing and messy. As I was traveling as a mum alone with 2 young children it always a challenge in itself so late at night. (Landed around 11.15pm if not mistaken). My children’s boarding pass was printed but not mine, so staff took my original boarding pass and went to print it, so I ended up totally at the back of the queue. Despite asking I was not allowed to shift back forward with the children. I showed them my Tz residence permit while I was in the queue so I was told I didn’t need to fill in a form. But 10 minutes after completing the immigration check I was called back to fill a form anyway. Immigration officer was very insensitive by - yet again - asking out loud and in front of my children « are these your children ». When I commented that he should be more sensitive with this question in front of the children he refused to stamp our passports. Then he went to watch some video/movie on his phone. We waited really long, both in the immigration queue as well as downstairs. WiFi was not working (there had also been no WiFi in the plane, so had not been able to notify anyone). Nobody of the staff provided much information. We were « dumped » in another queue downstairs not knowing what was meant to happen. We waited a really long time for the hotel pick up with no info. Six weeks ago, we also passed through Nairobi airport, and both going and return we (a small group of passengers) got lost in transit, up and down stairs. It took a while to figure out where go. Both building and staff are the most disappointing I have ever encountered in any of my trips. Will do whatever possible to avoid this airport in the future. Kenya. What a missed chance to shine.

Not Verified | Very expensive compared to any other airports that I have used. Facilities are very basic. The inflight information board does not update making it difficult. The announcement is also done in a local accent that is not clear.

✅ Trip Verified | Baggage collection-I discovered that staff in Nairobi attempted and managed to break the zip for one of the bags, because the padlock was too hard to pick. I could not tell if anything was taken but if anything was taken, it is not that important as I could not tell what it was. Return journey, staff dealing with baggage managed to uncode my bag and removed items of clothing which again we cannot tell what they took as we never count what we take on holiday to wear. Our bag was 3kg lighter by time we collected it in London. When we were collecting our bags from the airport, we immediately realised the Zip was open and there was a huge space showing either dirty clothes had been stolen as we did not have any valuables. Our suitcase weighed 21.9kg when we weighed it at home and it was 22kg when weighed at the check in counter in Nairobi during our return journey. After noticing the zip had been opened, we immediately spoke with Customer service at the London airport who asked us to put any claim online. We didn't know what was missing but we weighed our bag and it was 19.1kg and not 22kgs as it was when we checked it in. So we know about 3kg worth of dirty items were taken but we can't tell exactly what they took. So by process of elimination, we know locks and padlocks are being broken in Nairobi by the bag handlers. Whoever manages these staff handling bags at Jomo kenyatta international airport Nairobi; you and your staff are giving Kenya a bad name breaking people's bags which is a violation of their privacy. The last time I was in Kenya, I had my sunlight bar soaps stolen from one of the bags and I think it is time to bring this to the attention of whoever manages these people. Stealing dirty clothes! Most people carry valuables in hand luggage so stop with the embarrassment. Going forward, I will never take check in luggage to Kenya. Everyone travelling there, double lock your bags with as many locks as you can, or just have hand luggage as this problem appear well entrenched in Nairobi. I cannot see it going away unless they have CCTV cameras to deter these thieves masquerading as paid staff. Brighter side, the staff at the first check as you arrive at the airport as well as those at the main entrance are brilliant. Appear very cheerful and give guidance so I will be rating 2 just for those staff. Also staff at the passport control and those checking and providing boarding passes are brilliant. After that, everything is down hill and gets worse !

Not Verified | Worst airport I have ever seen, in all my travels: boarding started way too late, for all documents (incl. COVID) to be checked. Same documents have been checked at 3 queues, till boarding. No priority boarding for business. No social distancing whatsoever! The plane is a Covid timebomb, sadly. No seating available at check-in area. No one to ask anything at the multiple airport queues I had to endure. My plan was to come back to Kenya, but to pass this airport again, that would be an ordeal. Better to visit other African countries, maybe they work better than Kenya which is a mess.

Not Verified | This airport is horrible. The staff are unfriendly and rude, and also corrupt looking for every chance they can get to take money away from you. I had a flight which allowed 2 x 23 kg bags per person, I had one bag of 25 kgs and my partner had one bag of 11kgs. The staff refused to give me my ticket until I paid 50 USD for the 2 extra kilos. I had exactly the same weight coming from Cape Town and this wasn’t a problem. The guard at one of the scanning stations also tried to ask for a bribe because we had beer in our luggage (which we checked and double checked beforehand that it was indeed allowed). I’m so disgusted by this place and the staff here. Kenya really needs the tourism industry yet doesn’t care at all about the tourists. I will not be visiting again and will encourage anyone else thinking of coming here to steer clear and rather support any other African country more worth while

Not Verified | This airport is a complete disaster, it looks like an abandoned warehouse, there no information center to ssk for any informations, no one knows what there doing because everyone I did ask about the information, they didn’t know anything. Staff are just busy on their chats, for example at Gate 6 for TRANSIT INFO DESK. No one was there for a good 5 hours, I’m like what are they being paid for if they can’t be present for assisting passengers. I can’t express enough bad the experience was, and how on earth the Toilets don’t have water? Really are you guys out of your minds. I’m so sorry for those who have to use this Airport as their main point for traveling. There’s no restaurant or cafes for passengers or lounges and it is by far the worst airport you can go to.

✅ Trip Verified | Incredibly poorly trained and disorganised, disinterested staff from beginning to end. On arrival the que for the desk was completely ignored - the staff put the airline carrier on display on the screens above the check-in/baggage drop off desks. Approx 70 passengers walked up and cued for the gate, staff then completely ignored passengers for 50 minutes before finally acknowledging we existed and opening check in late. No explanation or apology was given. There is no restaurant in the airport you can get sandwiches from a very poorly stocked cafe but that is it. There is no airport information desk or any information or assistance at all. Flights are called for ‘boarding’ but you do not board, instead you are put through security for a second time and then held in a waiting pen, with no access to water or washrooms or any facilities. You are expected to wait here for 70-90 minutes before you actually are invited to ‘board’ the plane. Double security is great for safety - but call it security not ‘boarding’ and then allow people access to basic amenities once cleared security (for second time) - I had to listen to toddlers crying of thirst and small children crying as they had wet themselves - as they announce ‘last call for boarding now’ more than an hour before boarding - you cannot then leave the holding pen. It’s frustrating as an adult having to wait for an hour without access to toilets or water but having to listen to children suffer is beyond a bad joke. The staff were rude but this is obviously a lack of training - they have no idea they are rude, they just believe their behaviour is ‘the norm’ for customer service - it’s not, it’s awful.

✅ Trip Verified | Just awful. Unfriendly staff, horribly lit, few signs, looks like a building site, packed lounge (Turkish) etc etc. I was very surprised when my BA flight was called for boarding 1-1/2 hours before departure. But then when I saw the chaos a the gate I understood. I'd hesitate to return to Kenya because of the airport. On the positive side: The washroom was clean and arrival wasn't too much of a hassle.