Kenya Airways

I travelled London to Nairobi when I try to collect my luggage I couldn’t find it they told me it was left in London And they told it will arrive few days later when they bag arrives they stole all my perfumes. I will never use again Kenya airways and any one who wants to use it be carfull.

I have taken Kenya Airways a number of times and it is quite disappointing that instead of improving, the service continues to get worse. The food served remains almost inedible and inflight entertainment is virtually non-existent. Due to COVID they cancelled my ticket/s. Unfortunately, proved to be a horrendous experience as customer service is virtually non-existent. The airline doesn't respond to emails and the telephones indicated on their website does not get picked! It did not help that one is left with no option since they closed their offices. This airline needs to be more responsive to its customers (it seems to want to be known literally to go with the notion of pole-pole or slowly) if it is to get itself out of its reported financial woes due to plunging customer numbers.

We booked flights from Dubai to Kilimanjaro, flying via Nairobi. Several days before departure, I just happened to Google Kenya Airways and discovered that Tanzania was not allowing Kenya Airways flights into the country. This decision had been made PRIOR to me booking the flight, so not only did Kenya Airways sell us flights to a destination they were barred from traveling to, but when I called to verify this, the person I spoke to was extremely dismissive. My biggest gripe was that we were due to fly in three days and NO ONE from Kenya Airways had contacted us to inform us of the flight cancellation. When I pointed this out on my call to Kenya Airways, the customer service agent HUNG UP! Oh, and of course, no refund, despite selling a flight they couldn't legally operate. Stay away at all costs.

The flight that landed on the 4th of August from Dxb had very excellent crews...The services that were offered onboard were of high standards and following all the required measures I didn't get the crews names but they were very helpful Thank you for making my fly awesome

Recently board a repatriation flight KQ305 from Dubai to Nairobi the plane was not international standard the carrier should do Better,However the staff were welcoming,courtious,kind and very professional.Two who stood out for me are felis Waruguru and her partner faith wanjiku,their service was exceptional.

We were supposed to fly from Amsterdam to Nairobi on 8/26 on Kenya Airways returning on 9/7 on KLM. In early June I saw that the outbound flight had been cancelled. According to Consumer Reports, the EU has a law stating that, if a flight is taking off or landing in the EU and that flight is cancelled, the airline MUST issue a refund upon request. I immediately asked my travel agent to request a refund. She told me that, despite the law, Kenya Airways was not issuing refunds – only vouchers. We decided to wait a bit to see if they would issue refunds. On 6/29 I received an email from my travel agent informing me that Kenya Airways said we either had to take a voucher by 6/30 or lose getting a voucher good for 2 years from the booking date. Since we booked in November, this would give us 16 months to use it instead of a year. We felt we had no choice but to take the voucher even though it should have been 2 years from date of departure. Sometime between early June and 6/29 Kenya Airways reinstated the flight. Despite this reinstatement we should have been given a refund when the flight was cancelled and we requested it.

The flight was on time and smooth. Service was great and seat was comfortable with ample leg room. Food was nice. Only downside was there was no personal in-flight entertainment but it was still bearable given that the flight time was under 5 hours.

We flew from JFK to NBO just before the pandemic was declared. This was the first leg of a journey to Seychelles (SEZ). We found the cabin crew on this flight to be excellent, attentive, and really friendly. It seemed that the cabin staff were up and down the aisles very frequently and had a smile on their faces, something that must be tough during these times. We told them how pleased we were at the end of the flight and they seemed genuinely surprised to get the positive feedback. We passed this on to the airline via their website but have received no response as yet. Check in at JFK was easy, but probably atypical due to the reduced number of flyers in early March this year. The same could be said for the boarding process. The plane itself was new, a lovely 787 with mood lighting and big windows. The legroom was reasonable (not cramped but not luxurious). Overall it was comfortable for such a long journey. The food on the outbound journey was really good, way better than we expected, and our son' child's meal was also better than typical kids meals. The biggest negative on our outbound journey was the entertainment system. There were very few recent movies and the choice was extremely limited. Take your tablet or phone and download some eBooks, movies or other entertainment to it. if you are expecting to use the system on the plane to keep you occupied for 14 hours you will be disappointed. If I was rating the airline based on this flight I would actually give this flight 4 or even 5 stars as it was enjoyable but external factors are influencing that rating. Our return journey from Seychelles was delayed overnight by 14 hours and we had to fight to get accommodation. Due to this delay, and the Kenyan government ban on entry for foreigners due to COVID-19, it also meant our mini KQ Safari booked through the airline had to be cancelled. This is all very understandable and we have no issue with any of that. We cancelled this over email with the safari division while in the Seychelles and assumed there would be no issue. However, despite meeting 3 of the criteria needed for refund I am now going through a VISA charge-back process to recover this fee. First they say to talk to travel agent (when we booked the safari directly through them on a different credit card number) and then they say its valid for a year and they do not refund services .. despite having a clear statement on their website that a refund can be done if you fit 1 of the 3 criteria - 1. contact the email provided within 24 hours of the safari to cancel (we did it 6 days before), 2. Have a flight cancellation or delay (we were cancelled and put on a flight 14 hours later), and 3. Being denied entry to the country (the government were denying foreign nationals even with a visa - which we had). We want to go back to the Seychelles when all this is over but sadly I fear it will need to be with another airline, despite the stellar service of the staff on KQ003 on the day we flew.

We flew from JFK to NBO just before the pandemic was declared. This was the first leg of a journey to Seychelles (SEZ). We found the cabin crew on this flight to be excellent, attentive, and really friendly. I had read reports about the service and staff being patchy on this route with travelers left for hours without refreshments or with unfriendly staff but it seemed that the cabin staff were up and down the aisles very frequently and always had a smile on their faces .... something that must be tough during these times. We told them how pleased we were at the end of the flight and they seemed genuinely surprised to get the positive feedback. We passed this on to the airline via their website but have received no response as yet. Check in at JFK was easy, but probably atypical due to the reduced number of flyers in early March this year. The same could be said for the boarding process. The plane itself was new, a lovely 787 with mood lighting and big windows. The legroom was reasonable (not cramped but not luxurious). Overall it was comfortable for such a long journey. The food on the outbound journey was actually really good, way better than we expected, and our son' child's meal was also better than typical kids meals. The biggest negative on our outbound journey was the entertainment system. There were very few recent movies and the choice was extremely limited. Take your tablet or phone and download some eBooks, movies or other entertainment to it. if you are expecting to use the system on the plane to keep you occupied for 14 hours you will be disappointed. If I was rating the airline based on this flight I would actually give this flight 4 or even 5 stars as it was enjoyable but external factors are influencing that rating : - Our return journey from Seychelles was delayed overnight by 14 hours and we had to fight to get accommodation. Due to this delay, and the Kenyan government ban on entry for foreigners due to COVID-19, it also meant our mini KQ Safari booked through the airline had to be cancelled. This is all very understandable and we have no issue with any of that. We cancelled this over email with the safari division while in the Seychelles and assumed there would be no issue. However, despite meeting 3 of the criteria needed for refund I am now going through a VISA charge-back process to recover this fee. First they say to talk to travel agent (when we booked the safari directly through them on a different credit card number) and then they say its valid for a year and they do not refund services .. despite having a clear statement on their website that a refund can be done if you fit 1 of the 3 criteria - 1. contact the email provided within 24 hours of the safari to cancel (we did it 6 days before), 2. Have a flight cancellation or delay (we were cancelled and put on a flight 14 hours later), and 3. Being denied entry to the country (the government were denying foreign nationals even with a visa - which we had). We want to go back to the Seychelles when all this is over but sadly I fear it will need to be with another airline, despite the stellar service of the staff on KQ003 on the day we flew.

Where do i start? With the exception of the staff on board my flight the rest of the service I received was awful. I paid £800 for an upgrade and I was charged $200 for a bag of luggage at the airport ... And it wasn't a full flight. The customer service manager at the airport, Mary spoke to me like I was dirt on her shoe. I got the feeling if I had offered the staff a bribe they would have not charged me for bag. Then contacting their customer service team after the flight...well they took a month to get back to me and addressed me by the wrong name everytime I spoke to them. STAY CLEAR or fly any other airline. I absolutely loved Kenya and met some beautiful people everywhere we went we were made to feel so welcome. Shame on you Kenya airways for treating tourists the way you do.

Cape Town to Amsterdam via Nairobi in early March. Did fly before the Vivid crisis. Missed our connection flight due to delay of the plane. But found out later of that connection had been canceled. Kenya Airways promised to give us a voucher as a compensation for the delay. After several emails I have not received anything.

I purchased a ticket back in December 2019 for a flight from Kenya to Italy. Due to COVID-19, the airline appropriately cancelled my trip, however, would not give me any sort of refund for the ticket price. I reached out to them multiple times prior to the flight with no response or call back. Finally, 2 days ago (almost a month after my flight was scheduled), I received a response stating that I did not qualify for a refund since it was a non-refundable ticket, even though they cancelled the flight. They wouldn't even give me a travel voucher by this point! If you can fly anyone else, please do. I had multiple international trips planned during this time and every other airline worked with me to refund my trip or provide me with flight vouchers. Kenya Airways clearly does not care about customer service or having future customers.

Kenya Airways was a good option to fly from Tana to Nairobi, the flight was on time and they offered a very nice meal. the staff was extremel nice

Due to the Covid 19, I had to cancel a flight to Nairobi. The cancellation was done on time early march. Well Kenya Airways refuses to refund my ticket and proposes a voucher to be used in the next twelve months. On top of that no one responded to my email for over a month. I really believe that this is not acceptable.

Kenya Airways are being ILLEGAL by not offering full refunds to customers that had their flights cancelled. Under EU regulations, as the flight was leaving the EU, my legal right is to get a full refund, yet the airline keep refusing my legal rights! I am very disappointed this airline is going against people’s rights & operating policies that goes against EU regulations.

Air Kenya got us around Kenya easily and with a minimum of fuss. Whether it was flying into and out of Nairobi or onto an airstrip to join a safari, all our departures were on-time.

Returning flight from Johannesburg via Nairobi during corona virus, the seat i was allocated was dirty, the head rest cover was supposed to be clean but was engrained with stains, the seat covers were torn, on one flight the back seat cover was missing altogether, the food was very unappetizing, the plane wings appeared to be patched up with duct tape, I was wondering if this was acceptable safety standard, and this was from an airline advertising itself as "pride of africa"?, I would not recommend flying with this airline and I certainly won't be booking a flight with them again.

Nairobi to Mauritius This was the final leg of the itinerary from Manchester to Mauritius (Manchester to Nairobi flown with Qatar Airways) - flights sold by Qatar Airways. This flight was a short 4 hour flight. Nairobi Airport itself if not the best for transit, though we spent the 7 hour layover in the Pride Business Class Lounge (having paid $40 for a day pass) which was satisfactory. Cabin Crew appeared a little unfriendly on arrival onto aircraft, though pleasant with requests and service. The aircraft itself appeared old and tired, and could benefit from modernisation. For a small flight, a light meal was provided, which in honesty was good (Asian Vegetarian). Sadly few flight announcements and no advice that the plane was descending into Mauritius and landing - it just landed! No inflight entertainment - screen did not work! Finally the timing of this flight is not good. Arrival at Mauritius at 0300 in the morning is strange and untimely. Not sure why the schedule is this way, but certainly not a time that I would be looking at again in the future. In summary, an ‘ok’ airline - convenient to ensure Qatar Airways flights for the route, but will look at alternatives to Mauritius in the future. Put it this was, if Qatar Airways either fly directly to Mauritius, or have a transit in Seychelles or Johannesburg, then this would be the preferred option. Nairobi is ok, but I think the experience with Kenya Airways is not something I would revisit as experienced.

My flight has been cancelled and after two weeks I still did not hear anything back from Kenya Airways. I tried to reach and go personally to Kenya Airways office in Stone Town Zanzibar and it is closed. No information on when will reopen. The telephone lines are constantly busy and when I finally managed to get an operator, spending fortunes, I have been put on hold and the line dropped without any assistance.

We flew from Heathrow to Mombasa via Nairobi and return. Whilst the aircraft were clean and the staff presentable. The quality of food and service on the London-Nairobi was fairly basic with small portions and apart from 2 lots of drinks there was no other service during an 8 hour flight. On the outward leg continental breakfast consisted of a small croissant and a small muffin-no jams etc. We flew economy comfort which gave extra legroom but the seats were sonme of the most uncomfortable seats I have ever sat on-there was little or no cushioning and very uncomfortable