Kenya Airways Reviews

Missed outward leg of a return flight, due to issue with KA website. Accepted loss here, though honestly feel website more than 50% responsible. Problem was return leg automatically cancelled. Engaged from two weeks before flight with what is inexplicably called 'customer support', and still had to pay again at the last minute to get a flight back to Nairobi. Total loss considerably more than the original return flight total.
Customer service agents, while courteous and polite, seem to assume that customers will have an understanding of the rules and practices of the dystopian KA universe. No useful information is provided.
It also appears that agents do not have the authority to actually resolve anything. Therefore, they do not really engage with an issue, but dole out meaningless bland reassurances.
Thankfully there are alternatives to KA, both externally and internally.

Kenya airways is becoming poorly service and they have no customer service now
they keep changing our flight three times without they update us and this is not the way Kenya airways should treat thier customers

We spent in the airport more than 24 hours No update no customer service no information I tried to call no one answers the call

I’m so shocked that they do not have 5* reviews because my trip with them was beautiful!

Firstly my partner and I checked in late so we weren’t sitting next to each other. There was a wonderful worker Sumbal, who went above and beyond to help us get seated together AND gave us extra leg space at no additional cost!

Me and my partner are vegan and they provided beautiful meals, plenty of drinks and the staff were cheerful and polite.

I absolutely loved their attire too! Very beautiful!

I would fly with them every single time I left the country if I could. Punctual planes, great staff! Incredible food!

So bad there isn’t even anything good to say about them. Overcharged me for a flight. Just took the money. Looking into your face and stealing from you. So disgusting. Why do they actually exist.

Booked a ticket, payed but never got the ticket. Waited for a few days but still no ticket so had to make an international call to Kenya Airways to ask for the ticket which they then emailed, but had to pay extra for the international call...KMT

KQ used to be good but service has been deteriorating significantly over the years. Let me start with the positives... the pilots are good. I have always enjoyed smooth flights with KQ. Unfortunately, that's the end of the positives. Flights are consistently delayed, queue management is dismal, the complete loss of flexibility for baggage weight (i was asked to pay excess baggage for 2 kgs extra for the first time in 20 years of flying with multiple airlines around the world), client facing staff seem either upset or apathetic most of the time and baggage management is undependable (they have misplaced my check-in baggage on multiple occasions now each time nearly doubling my travel time on short-haul flights).

From what I hear, the employees are not treated particularly well by the company, and I empathize with them losing motivation. However, that said, I cannot continue to fly again with such an unprofessional airline and have decided to use one of the many other alternatives available in this part of Africa until I see a change in the corporate culture of this airline.

My flight to Nairobi from Paris was cancelled due to the pilots strike in Nov 22, I only became aware of this when I arrived in Paris from Birmingham with Air France. I managed to get to Nairobi a day late with KLM but then Kenya Airways connecting flight to Kisumu also cancelled, finally manged to make it with Jambo Jet.

Air France looked after me in Paris but Kenya Airways basically abandoned me in Kenyatta Airport at 11pm, no food, accommodation etc.

I have complained to Kenya Airways and eventually they agreed to pay 600 Euros compensation. They have had my bank details for 2 months now, still no payment and very little communication from them. I was advised it would take "at least 30 working days" that time has passed now and when asking when I will get paid no response.

"The Pride of Africa" used to be a good airline, very disappointed and frustrated with them, this issue has been going on for over 4 months now.

Worst airline I've ever flown with, never again! changes flight times without giving any information and then doesn't even come for the problems you have because of their mistakes! Does not accept receipts and will not give compensation, only gives travel voucher. AWKWARD. I had spend 500 euros more due to their error because they failed to inform me of the new flight times and do not even want to refund part of it. They would reimburse me a measly 20-40 dollars. I will never fly with this inept airline again!

Paid an extra £ 500 for round trip and comfort seats only to be seated in seats that never reclined asked crew to fix them and the couldn’t wrote to Kenya airlines for a refund with no reply DO NOT FLY On them.

Used to be a fan not anymore
They have lost my luggage and during process of trying to retriewe it given false information, not willing to state compensation a total diaster.
Have friends who recently experienced the same so it seems to be a general problem. Use Another airline..

God forbid you ask for an alcoholic drink, flight boasts alcohol beverages included, but when you ask, you get dirty looks, eye rolls and raised brows, so rude, no manners, our stewardess stormed off when i asked for a gin and tonic and didnt come back, my partner got his drink with no mixer as the steward was too busy judging and walked off, it was as if they had beef and it put me on edge and got me feeling defensive, we ordered one alcohol drink throughout the flight but was trested like we were over ordering . Anything seemed too much to ask for, was left without water for up to half hour as after they serve food and drink that's it till next meal time, they will not serve you in-between, the light you put on for assistance might as well not be there, luckily it was nothing serious, but I was wondering what would happen if you needed them to come for good reason. Breakfast was either sausage or egg not both together which makes no sense and left hungry.

On the way there we had a blanket but not coming back, was freezing!

Travelling from Mombasa to Nairobi using Kenyan Airways, was without doubt a miserable experience!
We sat on the runway and took off 30+ minutes late.
To get a drink of any kind was almost a humiliating experience! When given it seemed the stewardess begrudged us them!
During the flight an elderly lady fainted and the sight of her being manhandled down the aisle, in a bear hug, will haunt me for ever!
Arriving late we were subjected to a race across to International departures, two interminable baggage/body searches (yes they are necessary) then a run through the airport accompanied by a Kenyan Airways staff member to arrive at the boarding gate to be told too late doors closed. The reported fact that the flight took off two minutes early hardly made us satisfied customers!
Now Kenyan Airways really made their indelible impression!
We were told to go to rebooking. On arrival we found one poor member of staff trying to deal with at least 12 passengers, all of whom had had enough, and were baying for blood!
Fortunately another staff member arrived and eventually we were dealt with. After an interminable wait a flight for the next day was arrange. Our passports taken and an immigration note handed to us. We were then sent to baggage reclaim to have hotel accommodation arranged. The clerk clear uninterested in weary travellers made the barest effort and seemed disinclined to earn his wages, was eventually persuaded to secure a hotel, and sent us into the car park to find Holiday Cars transport. It was nowhere near where he had directed us, but we found it.
The lady in charge demanded a blue slip, and was disgruntled that I hadn’t been given it. A telephone call confirmed we were entitled to travel and she ushered us aboard the bus. We were told we were waiting for one other traveller, some two hours later and a further 5 passengers we got on our way! The journey took only 20 minutes, enough time to have made the three trips that would have seen customers ensconced in the hotel in a timely manner!
To our amazement we were expected and the booking in experience was faultless!
We were pointed to the dining area where we were assured food was waiting for us.
Not so! Eventually a tureen of soup and a bowl of bread rolls arrived. Having had nothing to eat or drink for 8 hours, heaven had arrived! Or had it? The soup was cold, the bread rolls stale, but were eaten. The only others from the bus, two hardy Brits, came in had one spoonful of soup, disappeared in disgust to their rooms. After another long wait food started to appear. A tray of greens, a tray of what looked like roast potatoes, then a tray of fish and a tray of what could have been chicken in a brown sludge.
One look persuaded us that none of the food on offer was worth risking, we retired to our rooms. We now ha 90 minutes before being picked up for our return to the airport. I decided a shower and a cat nap were in order.
Imagine the scene! I am naked ready for a shower, turn the water on and a mere trickle comes out of the down spout, trying to engage the shower the knob comes away in my hand. Ah well sleep it was.
Once in reception I informed the desk clerk of my misfortune, with the shower, he shrugged gave me the bill to sign and ignored me!
The price of the stay was less than £10, not worth £5. I bet that the hotel survives on Kenyan Airways, will never fix the shower.
Kenyan Airways your advertising slogan does not live up to your claim!

As the Kenyan airport app would not allow me to check in, tried to communicate with consultant brilliant via WhatsApp, did nt confirm my request to confirm i am 9n the flight as booking made through 3rd party, not worth the stress, still don't know of I m.on the flight..fly in one days time, just not worth the stress. I would suggest flying with another airline.

Paid for a flight at the airport to fly out shortly after. Only to be immediately put on standby because they overbooked the flight. When asking for full refund, they hold $5000 for 45 days (and still not received) and only offer of refund was with a NO SHOW FEE deducted despite being at the airport when making the booking! Frankly unacceptable behaviour and no urgency to refund in full. Strongly advise to never book with this airline!

The worst experience in my life. Several Passengers have died on this airline, the staff DO NOT CARE ! They are a dirty airline. They do not talk to you with respect ! They do NOT follow the law ! They have no compassionate! The biggest regret in my whole entire life is flying with KQ ! You have to actually want die to consider flying with KQ.

Te reviews are from actual people and SO many people have had the same exact worse experience experience that should tell you something ! Instead of the CEO to be doing something about this he’s letting this airline drive itself to disaster and deaths !