Kenya Airways

That was the first time I was flying! But was a nice experience (with what the pilot said was “Embraer 190”). We also experienced flying through “turbulence” before landing in Kisumu on 9.12.2016 from Mombasa. I would love to travel a longer distance in the future. Thank you very much for doing a good job to your customers. I wish you well in the future.

Kenya Airways let us fly on their partner airline Precision Air from Nairobi to Zanzibar without informing us our ticket was invalid. They let us fly without a ticket! We only discovered we had flown without a ticket when we tried to get back from Zanzibar and there was no record of our booking. We had to pay an exorbitant amount (more than the original return flight) for a one way trip Zanzibar to Nairobi. Then a week later when as we boarded our flight home to London, Kenya Airways stopped us at the boarding gate demanding $720 for the flight they had mistakenly let us on or else they’d cancel our London flights and strand us in Nairobi. This was nothing more than extortion. The Precision Air flight was a separate booking and completed unrelated. Their claim was ridiculous as their original mistake cost us far more in lost time, extra hotels and flights than they extorted from us. It was nothing more than blackmail at the boarding gate. Never in all our years had something like this happened. We will never fly Kenya Airways again and I feel bad for the country that its national carrier is such a disgrace, especially when they so desperately need tourists to return. Zero stars.

It’s the worst airline I’ve ever taken.
The flight delayed for 12 hours, but the staff did not tell us until the last moment.
They asked us to go to their scheduled connecting hotel by shuttles, but the coming shuttle was broken! We waited in the freezing night for 5 hours, but Kenya Airways refused to pay for taxi or any basic supplies including water. The staff were mean and cold.
Next day, they did not tell us about the flight, and the connecting flight was still determined.
I couldn’t imagine any worse experience! Unresponsible, unreliable, and unforgivable.

I fly regularly on KQ as an alternative to KLM. On this occasion I flew from Nairobi to Charles de Gaulle, Paris on the 787 Dreamliner. I was quite happy with most aspects of the flight – punctuality, catering, baggage handling, in-flight service were perfectly adequate. It’s not the most comfortable cabin layout I have used but the plane is new so everything was in good condition and I was able to work throughout the flight. When Kenya Airlines flies it is fine, the problems start when they cancel flights then their passenger handling is frankly awful.

How laughable when I see Kenya airlines has all 10 of 10 ratings. Just know that if your flight gets cancelled you will be treated horribly. All airlines have problems resulting in cancellations but how Kenya Airlines handles it is totally inappropriate. I am a woman traveling with a 5 yer old child. Our flight was cancelled and we were kept at the airport for 8 hours before they told us we would have to return the next day. A 5 year old child was thus kept a the airport until midnight. We were offered no explanation, no accurate information of what to expect, no food, no water. This was a truly horrible experience. I had flown with Kenya Airlines a total of 7 round trip flights in 4 months for thousands of dollars, so what I am saying is this show they treat their good customers. I think if you are traveling with family or traveling with children, you should think twice before choosing Kenya Airways and choose a more family friendly airline.