from United States - October 4, 2019
Flew Business Class
Kenya Airways is absolute garbage and I don’t know how they are still in business. What a ripoff! I paid for business class roundtrip, my return flight was delayed until 2:30 am and then cancelled, I was stranded for one night in Nairobi and then another night in New York, and then they NEVER ACTUALLY BOOKED MY CONNECTING FLIGHT SO I DIDN’T EVEN HAVE A TICKET HOME!!! Yet they swore the entire time that I had a ticket. I have tried for a month to get a refund and they won’t respond. The customer service is routed through a call center in India that is absolutely worthless. I tried calling their home office in Nairobi (no toll free number so incurred international charges) and got hung up on before anyone could help me. Twice. Emails are ignored. I am by far not the only one having these problems, either. BELIEVE ME, THE NON-STOP FROM JFK TO NBO IS NOT WORTH THIS!!! USE ANOTHER AIRLINE!
from Germany - July 16, 2019
Flew Premium Economy Class
Not recommended at all. Everything that can go wrong will probably go wrong. The staff are arrogant. They treat you like sh!t and when you seek assistance they are arrogant and incompetent. Had a bad experience with my family. Sent to the wrong place for my bulk baggage. Wasted my time. and so on. For what? Avoid the pain and fly with a normal airline.
from Austria - March 12, 2019
Flew Economy Class
WINDOW BLINDS COULD NOT BE OPENED ENTIRELY
DATED PLANE – OUTWORN INTERIOR
from United States - January 9, 2019
Flew Economy Class
Kenya Airways – Factor in Ransom Payments I was super excited to travel to Zimbabwe and see Africa for the first time and got the perfect excuse when one of my closest friends from college planned her wedding in Harare. My outbound flight on American Airlines was cancelled due to weather, leading to me missing my connecting flight on Kenya Airways. While this was unpleasant, no one can control the weather, and AA helped re-book me on a later Kenya Airways flight into Harare, Zimbabwe, so I made it on time to the wedding. After a few weeks of seeing Victoria Falls and making friends with lions, I got back to check into my flight back to the States with Kenya Airways. The attendant there helpfully let me know that I had been marked as a “no-show” on my outbound flight, and now my return ticket was cancelled as a result. After arguing that I clearly was re-booked on a later outbound flight, given my presence in Zimbabwe, and would very much like to return home, Kenya Airways told me I could get on the flight if I paid a “penalty” of $1200. As I had already paid for a round trip ticket, which typically include a flight home, I indignantly refused to pay for my flight a second time and wound up missing the morning flight. Two more flights back to the States came and went, and I missed all of those flights as Kenya Airways demanded ransom payments to let me out of the sweltering hot airport onto a plane. I racked up hours of international cell phone call payments with American Airlines customer service and my travel agent, who all let me know that Kenya Airways was not picking up the phone, and they were the only ones who could get me on one of their planes. 16 hours later, having missed every single flight that day, I finally gave in and paid the $1200 “penalty,” or really, the ransom payment, in addition to the $1600 round trip ticket I had already paid, and Kenya Airways let me on the flight back home. For the privilege of nearly doubling the cost of my plane ticket, I also had a 17 hour layover in Nairobi, after which Kenya Airways told me my flight to JFK was overbooked. At this point I had resigned myself to the fact I had probably died and was in some new circle of airline hell, but fortunately Kenya Airways did one thing right and found a seat for me onto the flight back to the States, which I had paid for twice. All in all, I wound up spending nearly four days total in airplanes and airports, racking up international phone charges, and nearly doubling the cost of my Kenya Airways ticket. Kenya Airways, the Pride of Africa.
from - October 25, 2018
Flew Economy Class
On July 2, my wife and I were scheduled to fly NBO-LHR on Kenya Airways, then on to the United States on Delta. I am a US citizen and my wife is a Kenyan citizen with a US permanent resident card (aka “green card”). All went smoothly until the agent checking paperwork at the gate immediately prior to boarding denied boarding to my wife based on the idea a transit visa was required in the UK, when in fact no transit visa is needed for our situation. To make matters worse, when my wife returned to the ticket counter for further assistance (as instructed by the gate agent), she was told there was nothing they could do for her and that she would need to purchase an entirely new ticket. She purchased a one way ticket on KLM for $1550. Of course I immediately filed a complaint with Kenya Airways and insisted on reimbursement. After numerous inquiries into the status of my complaint, and being told an investigation was ongoing, I finally received an email on October 4 in which Kenya Airways admitted the situation was entirely their fault. They offered $300 compensation. After several more emails back and forth, I’ve concluded they will never make things right and accepted their $300 offer. It’s impossible to argue with an airline headquartered in a developing country with no real consequences for appalling customer service. Their 787 aircraft are nice (does any airline have a 787 which isn’t nice?) but I would stay far away from Kenya Airways. You never know what sort of shenanigans they will pull and there is no way to hold them accountable after the fact.