Kenya Airways
Reviews and Complaints

My complaint is How Kenya Airways Can change the date of traveling without communicating to the traveller.

Now I am at Mumbai Airport and I have been told that my flight was for yesterday. I surprised, I show them the ticket which is showing that I am traveling today. But the staff at check in counter are very unprofessional and not want to understand anything.

Nidhi Davda
Ticket No. [protected]

Dhyey Davda
Ticket No. [protected]

Hi,

My name is Jean Bleriot.
Yesterday (15th of August) I took the flight with my wife Anne Clouzeau from Monbasa (MOI international airport) )to Nairobi (Jomo Kenyatta International aiport) (flight KL611).
When arriving at Nairobi, when collecting our luggages, we discovered that our Samsonite suitcase was completely broken : One wheel had been torn off from the suitcase and it was not possible to roll the suitcase anymore.
The baggage office beside the luggage retrieval belt at Nairobi Jomo Kenyatta airport was closed (it was around 8 PM) and it was impossible to get in touch with Kenya Airways staff to fill up a complaint form.
The picture of the damage suitcase and the boarding passes are attached for information.
I kindly asked Kenya Airways to indemnify us by reimbursing the price of the broken suitcase (estimated to 200 Euros).
My email address is Jean.[protected]@free.fr
Best regards
Jean Bleriot

Good afternoon all,
[protected] My reference number
I come back to you to complain again about
The 8hours flight delays you have put us through in Kenya .
Arrived in Kenya we had to wait 8 hours from 5.30am to 16.00pm .
The flight was Kenya -abidjan on the 29th of July .
I explained everything in my first letter of complaint and I would like to get a compensation.

no wonder this poor rate, no apologies were given, coming from a company that calls herself the '' pearl of Africa'', we are definitely different Africans on our way, the lack of recognition of situations like this directly with costumers is very relevant regarding your operational performance, and, give us reasons to be sure of our decisions not to use this company.

I was travelling on Flight KQ310 from Nairobi to Dubai on Friday, July 12th 2019. My seat number was 11J, which is the front row of the economy section. I placed my carry on bags, one small with valuables - including my wallet with 1500 USD - in the overhead locker immediately above me During the flight I fell asleep. When I awoke we had just landed in Dubai. When I stood up to remove my bags I found they were missing. One of your flight attendants, a lady, standing near me told me that she had moved them further along to the next compartment which was in business class which, incidentally, was virtually empty. I assumed she had moved my bags so as to make more room for other luggage.

After clearing customs, I went to a forex to change some dollars into local currency. At this point, I found that 1000 USD had been taken from my wallet. I had 1500 USD when I boarded the plane. I discovered that I had 500 USD when I disembarked. I suppose I should be grateful that the thief left me with 500 USD - enough to get a hotel for the four days I had planned to stay in Dubai. I have travelled with Kenyan Airways many times over a thirty year period. I will never travel with Kenyan Airways again.

Demand compensation.

Sir,
I flew Kenya airways KQ 0128 from Rome Fiumicino to Nairobi to connect to KQ 0442 to Bujumbura.
First, light was delayed for 3hours literally. Reason given was that they embarked more passengers than the seats available. Trying to remove the 2 extra passengers, was a head ache and took 3 hours to sort out this mistake by Kenya airways staff. Fortunately for me, my connection to KQ 442 was the next day earl morning so I didn't miss my flight. However, my resting time was cut short as I had to leave hotel at 4am. You can imagine, arriving in Nairobi at 10pm, getting out or airport, I reached the hotel close to midnight. Do you find this fair?
But I was mostly shocked to see that Kenya airways refused to give me a transit hotel yet there was no other connecting flight from Rome to Bujumbura. Is this fair? Were you expecting me to stay at the airport from 18h45pm EAT arrival time to 7h50 next connection? This is unacceptable. After Ticket debate with Kenya airways personnel, I had to book my own accommodation to an airport hotel/meals which costed me $88 as receipt attached.
I am requesting a compensation for the 3-hr delay flights in Rome, and the $88 hotel and meals paid.

Regards,

Mrs. Eodie Nindamutsa
Email: en.[protected]@gmail.com

Booking Ref.: U73XJJ
Ticket Number: 706 [protected]

Attached:
1. Boarding passes flight KQ 128 and KQ442
2. Hotel receipts

Today 09-07-19, Cissoko & Aquino company owner went to Luanda office to buy a ticket, and it could not went worst. During his staying at the office, remarks like '' if you answer the phone, our chat ends now'' and very unkind attendance and service was delivered, in a prejudiced and unnatural way of ''selling tickets'' to costumers. We are an proudly African company that excels in selling hand made fabrics from Africa in Luanda, and it was with high consternation that we understood this behavior, and, even after requesting, no complaints book was offered for the deserved complaint. As an associate for this company, it is with shame that I understand all the poor prejudiced behavior from an African Airways company, and, it will be the last time we are going to use their services.

I sent my wife in Douala (Cameroon) on May 25th, arriving in Douala airport, she didn't collect her luggage and they told her to leave all the documents so that the will track these luggage and call her once they receive them. No one called her until she went back to the airport after one week, they told her the same thing that the will call her if they send the luggage.
I started sending the Email to dubai airport, kenya airways head office in dubai and even Kenya airways in Nairobi and definitly Nairobi replyed me that Douala airport have sent back my luggege in Nairobi. I have told them soo manytimes to send back my suitcases in Douala because my wife is waiting in the airport every day. they said the will send until now they just sent only one suitcases and another one is lost until vow. I keep sending my complain to them and Duabi office no one respond. I am sending them messages every single day but nothing they stop replying me. I am staying in Abu Dhabi and I am very busy with my job to go and complain to Dubai airport about my luggaes.
This is my wife contact: [protected]
My name is Joel: [protected] Email: [protected]@gmail.com
If you can help me to get back my suitcases pleases let me know.

Flight - Johannesburg on 30 April 2019 (departure at 01:55) via Nairobi (departure at 07:50), to Zanzibar.
Flight numbers were respectively KQ765 and KQ490. My booking reference is VOY29N. Travelers were Spencer Samuel and Paula Macchelli.
File Ref: ZNZKQ17966

Two bags were checked In at Johannesburg and we were advised that both bags would be transferred directly to Zanzibar. Both Bags did not arrive.

We received one bag belonging to Mr Spencer Samuel at only 12pm on 1 May 2019, but not the bag of Paula Macchelli (Bag Tag number: KQ176145).

Kenya Airways staff in Johannesburg checked both bags in under the name of S Samuel - who knows why (see bag tag attached).

I have not received my luggage and have been advised that it missing as no one knows its whereabouts.

We still have received no substantive feedback from Kenya Airways, despite request.

We have asked to formally make a claim for compensation in writing. No one responds.

No one in the organisation seems to have a clue - as to what is happening, who knows what or as to how to resolve this... This is completely unacceptable and unprofessional.

We require urgent return of the baggage. Failing this, compensation of the full contents thereof (contents can be provided on request).

We have never received such poor service in my life. This trip was our Honeymoon and Kenya Airways should be ashamed.

We will never fly with Kenya Airways again.

My name is mavis herbert. I was booked on a flight to manchester form harare on the 4th of april 2019 kq116 with my husband zibusiso sibanda. Our flights were delayed from harare and we missed our connection in nairobi. And we were booked into klm. To my surprise I was denied boarding as they thought that the passport l was using wasn't mine. L have never been soo embarrassment and stressed in my life. My husband had to proceed by himself as he had to rush back for the kids in manchester. I have checked with my embassy and there is nothing wrong with my passport. Luckily you managed to put me on next flight to amsterdam but again we missed our connection in amsterdam, your staff told us we were going to be provided with accommodation in amsterdam as that meant we were going to be there for the whole day, on arrival in amsterdam, no accommodation was available for us. This caused a lot of stress upon myself and my family.
Thank you

Flight overbooking, cancellation of flight and lack of compensation. I was to travel to Bujumbura last week on Monday 15th April 2019 with with the 0720hrs flight from Nairobi to Bujumbura via Kigali. Unfortunately the flight was overbooked and an alternative of leaving at 1300hrs to Kigali with KQ and Ethiopian Airways to Bujumbura was given. While we were waiting to board, a cancellation was announced. This broke me down since I had waited from 5am at the airport. Since I had to travel, I made arrangements with Rwanda Air and I finally went to Bujumbura with Rwanda Air the same day. A USD 50 could compensation was said to be paid upon filling the forms with our account numbers. This has not been done. Above all, KQ did nothing to compensate the cancellation.

I am a passport holder No. A175078. I booked for a return ticket from Shanghai pudong international airport to nairobi and back. My return flight was on 5th march 2019, through china southern airlines operated by kq886 from Nairobi to Guanzhou through Bangkok at 2359 hrs, and later to Shanghai by China Southern Airlines from Guanzhou on 6th March 2019 at 2200hrs. Due to the strike by the airline staff on 5th March 2019, my flight from nairobi was delayed by 2 hrs 30 minutes and we arrrived in Guanzhou at 2100hrs instead of 1835hrs. This scenario was confirmed by the kq office at bayun airport through a certificate of flight delay. As a result, i missed up the flight to Shaghai, pvg airport and the next morning's flight to Dalian through Juneo Air. In order to be in dalian by 11.00am in the morning and register in school before 12.00noon, i incurred an extra expense of 2300rmb to book a different flight to dalian from bayun. I am hereby seeking compensation and refund for 2300rmb extra expense, cost of flight from Bayun to pvg which i had already paid, Cost of flight from PVG to Dalian which i had paid plus the compensation for the psychological torture.
I humbly submit my complain for consideration and quick action. Thank you.

My brother-in-law n his family had a flight at 9.45am from ahmedabad to mumbai today.. but when they reached at the airport, the flight already took-off at 6 am..
But now they also have to catch a flight from mumbai to nairobi.. n there r no other flights available today till mumbai..so help them to reach mumbai before their flight from mumbai to nairobi..n then kilimanjaro..
Thankyou..

On 6th October 2018 at about 16:00, i contacted your office via number [protected] for reservation for a flight to depart Kisumu international airport on 7th October 2018 at 18:40. I paid Kes.10, 505/= being ticket price had been advised by your agent.

Booking reference number: SPNM8Z

On 7th October 2018, i proceeded to Kisumu International Airport to check in, I was surprised to be advised by your agent that i had been booked for a flight on 6th October 2018 contrary to my instructions. I was advised by your office in kisumu to book another flight then will be refunded the amount expensed once i reach Nairobi.

On 7th October 2018, at around 9:30pm, i visited your Nairobi booking office and advised them on the incident, i was advised to call back on 8th October 2018 to have my matter sorted once the supervisor is in the office.

Shock on me, i have been calling from yesterday and your employees have been unable to give any concrete feedback.

I have contacted the following numbers from 8th October 2018:

[protected]-10 times
[protected]-6 times
[protected]-8 times

Up to now, no one has come out to let me know the status of my refund.

I therefore demand immediate refund of Kes.10, 505/= .

Good day,

It is regrettable to have a very bitter experience having booked Kenya Airways with my Family from Lagos, Nigeria to Dubai on 17th August, 2018 ETD 12:15pm Flight KQ533 to Kenyan and connected to Flight KQ304 ETA 4:30am DXB

My baggage code is 0706 KQ 023211 - Wine colour

On arrival at Dubai, while claiming the goods, I discovered that one of my baggage mentioned above was burgled badly and all my valuable items were carted away. My Name is ADEKANMI OLUYOMI and I would want Kenya Airways authority to address this immediately.

Unfortunately, I have already booked a returned ticket back to Nigeria with this Airline for myself and my entire family.

Had it been, I presumed this would happen, I wouldn't have planned my return via the same airway.

I'm keenly await your responsive action in this regards.

Yomi Adekanmi
E-mail: [protected]@yahoo.com

On 18th July I, along with my family had boarded flight no. KQ210, Ticket PNR no.WS45QK, which took off almost on time. While on the runway, we could hear a sharp and unusual sound coming. The sound continued even after the flight was airborne. After almost 30 minutes, the pilot announced that there is a problem with the engine and they are talking to the company and trying to resolve. After about another 30 minutes, we were told that the problem could not be resolved and they will fly back and land at Nairobi airport. We were sitting in the flight clueless and worried as we had another connecting flight which we were sure we were going to miss. After reaching Nairobi, we were informed that the aircraft is not in a position to fly and we shall fly in another aircraft and that process took another 2 hours. In the process, the flight was delayed by more than 6 hours. In Nairobi, the flight attendant said that we'll get all the help in Mumbai and they'll help us and rebook our connecting flight.
After reaching Mumbai, when we were waiting for the baggage and it was not coming, we went and enquired from your staff and then only we could know that our luggage has not been intentionally loaded at Nairobi and they have no idea when that will come. So, we were in Mumbai airport without our luggage, with a missed flight connection, stranded helplessly at almost 10 pm with no help from the staff from Kenya airlines. Now we had to stand in a queue for another 1.5 hours to fill out a form regarding the lost luggage which had all our clothes, vital medicines, home key, identity cards, toiletries and other important belongings. No one from the Kenyan airlines staff helped us saying that they have not received any information from the airline- not a good enough answer! Now in the middle of the night without luggage, we had to book another flight (which were very expensive as they were last minute) and stay in the airport for another 5 hours.
Here, I have the following complaints/questions:
1. Don't you have proper inspection /clearance system in place before it is placed for loading? if it is so, how could a defective aircraft, which was having a problem from the very beginning can be allowed to be airborne? Who would have taken responsibility if something would have happened while the faulty flight was airborne for almost 2 hours?
2. It clearly shows you have no concern for the safety and security of your passengers.
3. In flight, only morning breakfast was served and thereafter no food was served. We had landed at 9.30 pm, but neither some snacks or dinner was served. We were on the flight for almost 12 hours and were given only one meal (breakfast in the morning).
4. It is not understood, when we could be transferred to another aircraft, then why not our luggage? There was no information till we were waiting at the belt for our baggage in Mumbai. This was intentionally and purposefully done.
5. The Kenyan airlines staff was so rude and uninformative. They had no knowledge of what was going on and how they will help us.
6. Who will take responsibility for the harassment and losses we had to suffer due to your neglect.

Kenya airlines must take responsibility and give us due compensation for the delay in flight, delay in baggage delivery (which we still haven't received) and for us missing our connecting flight. Due to the negligence and carelessness of Kenya Airlines, we had to spend so much money for boarding and lodging at Mumbai, high airfare, due to last minute booking, we had to buy a whole lot of items of daily needs including clothings etc.. At the time of making the report for missing baggage by Kenya Airlines staff, it was promised that the baggages will be home delivered within 48 hours, but till now I have not received the same.
You also, have to reply for your carelessness & negligence which could take our lives.
We need an immediate reply to this mail along with adequate & equitable compensation. If we do not get a satisfactory reply within the next 24hours, we shall be free to escalate the matter to the appropriate authorities.
Regards,
Rajib Kumar Lalwani

I had my carry on baggage with all my valuables inside then just before boarding the airline people took to be checked in because there was no space in the overhead baggage section. I resisted as I had important things in that bag but they insisted. Only to reach my destination and could not find my bag. It has been 3 days now, there is no record of my bag and nobody knows anything. Absolutely horrible and unacceptable and I will never ever recommend or use this airline ever again. The only reason people use Kenya airways is because it's cheaper than Emirates, otherwise nobody would settle for this rubbish service.

I was using flight 783 from cape town on 1st July to Nairobi. We landed at 10pm and I noticed forgot my iPad on my seat. Very disappointed to learn that an IPAD as big as a computer cannot be located even through camera's in such a controlled environment. They number if people from seat 20 who left the plane can be determined and yet no help is being offered on this. This is very lousy service.

Good day
To whom it may concern
This is a complaint letter as a first time passenger with Kenya airlines I am not impressed at all !
I am very upset I had booked a flight from Dubai to jhb via Kenya airlines and with the result there were many unecessary complications which I had to face which I find unacceptable.
Firstly my flight from Dubai to Jhb has was delayed we departed 3:35 which was 1 hour later prior to what we supposed to be boarding which there was no valid reason nor communications made with any passengers about this, secondly we were not able to catch our flight from Nairobi to JHB as they refused to keep the flight for over more than 20 passengers and told us there was absolutely nothing they could do . This inconvienced everyone as our other flights had been missed and canceled with the result of no refunds I find this not only unprofessional for the Kenya Airlines but also a great loss and inconvenience for the travelers . As a result I am demanding that Kenya Airlines compensate me for all the unecessary bookings and troubles I had to face paying for new flights aswell as the inconvenience and stress I was placed under landing in JHB with no communication nor family to contact as I was stranded if there is no follow up ASAP I will take this matter further as it is not just something easy to let slip by .
I'll be waiting for a response
Zaheerah Rawat

On 2 may 2018 I checked in my luggage from Johannesburg via flight kq763 to Nairobi and kq418 to Entebbe. In my bag I found two of my expressive perfumes and a luxury Bluetooth speaker missing.i also had a cheap perfume and a portable battery powered massager, but these were not take, I found them. The expensive perfumes were were taken and left only the empty boxes.
The dam situation happened on 12 April 2018 when going to Johannesburg from Entebbe via flight kq421 and kq762, I found my A4 opened and my stuff so disorganized, some of my delicate gadgets were broken.

Am really disappointed with Kenya airways.