My first experience with Kenya Airways is sadly my last. Despite fairly decent cabin crew, I experienced a 5 hour delay from Johannesburg and a 10 hour delay from Nairobi during which their customer service staff at the airport were appallingly inefficient and even lying while being asked what was happening. A security door to the airbridge at Nairobi was left unopen and duty managers had to be asked to give announcements to passengers. It was the most terrible example of poor customer service from any airline I had in my 50+ years of flying. Shame on Kenya Airlines. They are an embarrassment to their country.

KENYA AIRWAYS THE MOST UNPROFESSIONAL STAFF ONBOARD, ON-GROUND BACK OFFICE AND CUSTOMER SERVICE IN DUBAI OFFICE AND NAIROBI KENYA. I AM STILL WAITING FOR MY REFUNDS SINCE DECEMBER 2020. EVEN SENDING SEVRAL REMINDERS SINCE JANUARY 2021 TILL UPDATE NO RESPONSES EVEN CALLING TO KENYA AIRWAYS DUBAI AND NAIROBI OFFICE NONE OF ANY CUSTOMER SERVICE PRESENTATIVE UNDERSTAND OR FLUENT IN COMMUNICATION JUST WASTING OF TIME. THEY DON'T EVEN RESPONSE AND IF THEY RESPONSE THEY HANGS. ANY SOCIAL MEDIA OF KENYA AIRWAYS IF I WRITE COMPLAINTS THEY REMOVE INSTEAD OF RESOLVING THE MATTER UNPROFESSIONAL KENYA AIRWAYS I DO REQUEST TO ALL PLS DONT BOOK YOUR FLIGHTS THROUGH KENYA AIRWAYS LATER YOU PEOPLE WILL REGRET

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!

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.

WINDOW BLINDS COULD NOT BE OPENED ENTIRELY DATED PLANE - OUTWORN INTERIOR

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.

I Will never fly with Kenya Airways again! Or a heads up for anyone who is daft enough to fly Kenya Airways. They call themselves the Pride of Africa! I would like to challenge that and say they are the hustlers of Africa They have left me stranded in Kenya and put a suspension on the last leg of my flight due to me missing one leg of my domestic internal flights. Even though I have fairly paid for all my seat on all the connecting flights. Speaking of the unhelpful customer services. I spent 30 mins on the phone, only to be placed on hold and eventually cut off with the issue unresolved. I then decided to go to the main office in Nairobi in hopes that something could be appeased only to find out that my only option is to book a new flight. My primary advice would be, never to fly with Kenya Airways, they have such nonsensical and unfair policies. If you are forced to fly Kenya Airways remember to take all you're connecting flights and if you miss it for any unfortunate circumstance notify the airline.

If we can sometimes have stopovers in the flights we take in some companies, Kenya airways has been the worst.They arrived at 6pm and were promised a plane for 11pm but until 2am they had to wait until finally they were told that the plane would not be there.We then disembarked them to the hotel, but considering the great distance with the hotel and the great security measures, they arrived at 5am at this hotel. Then, at 6:00 AM, they dared to wake them up, which left them an hour of rest (knowing that an 80-year-old grandmother traveled alone, with no way to contact her family, her fault? Not, I believe rather in a masthead of the company).Arriving back to the airport, they had to wait more than normal. If the plane was to take off at 11 am, they left at 8:30 pm. And this without many problems and great indifference of the company for the obligations of their users. It's incredible, they had to go from service to duty to ask them to share them in planes, because NO, their company was asking them to wait very wisely as sheep as something happens. (It is known that because of this delay, other users have missed other flights to Paris, in correspondence).

Delayed for hours in dubai... no explanation. No they dont care wether you will miss you next flight or get late for appointment. The are only good for free unlimited alcohol. They get you drunk so that youll forget about their shitty services and the ever lazy and drunk crews

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.