Kenya Airways
Reviews and Complaints

Received a travel voucher as a "goodwill gesture" from Kenya Airways as a compensation for poor onboard service. Travel voucher proved useless. Waited for a whole year to redeem. Just booked again with Kenya only to redeem this voucher. Incompetent procedures and staff knowledge resulted in voucher being worthless and I've sadly just been roused into purchasing five tickets thereon again at full price. Complete lack of any customer support with generic messages responding to my complaints. Nobody there takes time to read or try to understand customers dissatisfaction or frustration. Poor service from Margaret Gathuru and Joyce Nzau at Kenya guest support. The team from the Dubai sales office have sadly also not assisted and left me feeling even more agitated. Still awaiting for some customer satisfaction from anyone at Kenya. False promises from all.

Am Samuel, I board kenya airways from Accra Ghana on the 9th of febrruary 2018 via nairobi to johanesburg and then SA airlink to Maseru in lesotho.
For a month now, all efforts has been made with the appropriate offices through phone calls about one of my luggage with tag number KQ 055714
and still no better responds from them.
file ref =msusa25344
name=owusu anaba samuel
flight/date =kq503/09feb/kq760/10feb/sa8060/10feb
ticket no=[protected]
contact =+266-[protected] 0r +[protected]
email =[protected]@gmail.com
I therefore request for return of my luggage..however at the worst situation the airlines must refund..

I booked a return flight for my niece from dubai to johannesburg via kenya airways, well what an experience, none of my family or friends will ever fly with this airline again, when booking the baggage allowance clearly said 30kgs, when she left dubai she had 26 kgs no problem, then on her return flight today kq0311, she has 25 kgs, her bags are wrapped in plastic, they tell her allowance is only 23 kgs and since she has 25 she must now pay 500 rands, say what? R500 for 2 kgs, no this airline is out of their minds I am so angry, they just lost valuable customers who travel regularly, it is a disgrace that they can have a young lady in tears and crying at their counter for 2kgs on an international flight - sorry kenya airways I will make sure I tell everyone I know to not use your airline. Passenger name deshni ramasamy

I recently boarded KQ887 and KQ410 from Bangkok to Entebbe but was appalled by the services.
Firstly KQ887 has a terrible toilet that was not fitted properly and is not appropriate for women because the toilet seat cover can't stand still when lifted. It keeps on falling back and this is tricky for a female user. And for that reason I decided to wipe it with tissue in case it did fall back on me but to my dismay, the tissue came away with a disgusting black substance and I was so motified because I worried about the many infections I would get from using that toilet. Honestly that should be addressed very urgently because it's really disgusting and a health hazard.
Secondly KQ410 has the worst breakfast. I was served yogurt, a croissant, a cream and sugar sachet. The croissant was not accompanied by jam or butter and as a dry pastry, I would expect some tea or a soft drink to accompany it but the tea nor the drink ever came. I then wondered why the sugar and cream had been given to me in the first place. Could they have been souvenirs or something?
I don't think I would be comfortable using Kenya Airways services again or anytime soon because a lot leaves to be desired.
You should seriously change or close.

This would be my second time to travel with Kenya àirways. I am highly dissappointed . I boarded from London Heathrow and my destination was Lusaka. I arrived Nairobi on the 10th January at 5:00am flight number KQ101. My connection flight was KQA704 at 13:40.
I had expressed the urgency of being in Lusaka soon due to compassionate ground. I lost my brother on the 6th so my reasons for travelling was to pay my last respects. The burial was that morning of the 10th at 10am.

I had asked if I can be put on an earlier flight which apparently had empty seats so I could make it to the funeral on time. The attendants were ALL very laid back in their reactions. I was sent from gate to gate because nobody could make a decision as to wether I could change my flight. They kept insisting I should stick with my original scheduled flight later that day which would arrive at 17:35 which meant I would missay my brothers burial. (Which I eventually did)
They did not consider me for compassionate reasons at all.

On my return today 23 January going back to London. I was encountered with another issue at the check point. As I went to board flight number KQ100 at 08:45am I was told I will not be going on this flight because my settlement visa which is stamped on an immigration status document was not acceptable. Their main reasons was that the document was laminated and they were not going to accept that. How is this so? I have been travelling with the same document for years and have never been told this. My question was then why did they let me through in the first instance? Why does the Heathrow immigration let me through all the time? The past 2 years I have actually travelled twice and not once was I questioned.
All these events have reprcussions. I need to get back to my 3 children whom I left in England. As it stands I have to pay out for childcare I have not budgeted for . My employer was expecting me back to work today, 23 January . I am emotionally distressed by all this and find Kenya airways' customer care appalling. I will never ever use your airline again. You are not compassionate to your customers and have a very laid back attitude.

Unacceptable and I demand an apology for my distress and claim for all my loss of earnings I will incurr.

Called +254 [protected] and the lady who picked the phone directed me to this site as the only way to lodge my complain.

Flight # 762 NBO-JNB on Monday 22nd 2018.
Checked in my suitcase only to look for the padlock to open at the hotel upon my arrival and realized it was not only missing but also the closing interlocking zips had been cut off. My stuff in the suitcase were allover though am yet to identify what was picked or stolen.

Am sorry to sat that this is my second incident with KQ and the previous one was NRB-LUSAKA a while back.I reported the case to the KQ desk there and never heard a word from anyone since.

I really hope this will be taken up seriously because it is unacceptable least to say.

Kenya Airways,

On 18 January 2018 I received from your e-mail (Margareth) on response of the complain I have send on 24 November 2017. The message below is giving the right flight numbers as you requested. I apologise for the miscommunication.

This is to complain about the services on my flight KQ553 and KQ116 AMS-JUBA (9- 23 Nov 2017), booked online with KLM.

On arrival at Juba International airport 10th Nov my two suitcases were missing. After reporting they arrived the next day. Kenya Airways office responded with ‘sorry madam'.

On my return to AMS departing from Juba on 23 Nov I had waiting time of 14 hours in Nairobi. After handed over my ticket to your transit desk for advice they directed me to immigration to get visa for 20 USD and to your hotel desk responsible for arranging overnight in hotel. Transit desk convinced me my overnight was included in my ticket.
The hotel desk responded with ‘sorry madam', we cannot help you, the booking was online and you did not click on the hotel booking. There is a connected flight with KLM to AMS at 23:59 hr.; you can change your ticket in the sales office.
The sales office answered me with ‘sorry madam, the only seat available is 500 USD. I did not want my office to pay this extra and tried to find out alternatives The Info desk directed me to the lounge for 40 USD, which I found acceptable. Time was already gone fast and by arrival at the lounge at 22:30 hrs they told me "sorry madam, we are closing at 24:00 and they directed me to the Turkish Airlines lounge 24 hrs open. I have spent there the night for 60 USD, which was comfortable. Instead of "sorry madam" they only were looking after me, very kind and helpful.

I am a regular traveller to South Sudan for mission (average of 3 times/year) and did not book KLM/Keny Airways before because of the price difference. This time I decided to book KLM because of the insecurity in South Sudan.
Egypt Air is offering hotel, with excellent services; my suitcases have always arrived; Emirates is giving good services too.
I wish your transit desk gave this information to me. Now I had to pay extra for visa, which I never used.

With promoting to be ‘ the proud of Africa' I suspect there is some compensation.

Thanks and with kind regards,

L. Kruidhof

I was booked on a flight with my family: booking code - VRHCHF - I could not check in on the day of departure - the check in page just saying that the code must be wrong and no tickets under that code. I could not get through on any of the numbers offered. Later I received two emails, one confirming my flight with a check in link - that again did not work, and one with a completely different flight - leaving at 1am, and again with check in link that did not work.
When I got through to someone to talk with (about 5 hours before the flight time) she said there were technical problems with the aircraft we were supposed to be on and so we had been put on a different flight at 1am, arriving at 2 am. She did appologise for the inconvenience.
I have found it awkward to re-arrange drop off and pick up at the much more unsocial hours, I was already stressed by not being able to check in and then being sent what I thought was wrong email at the time, with a different flight, and no explanation until I managed to get through to someone. I also wonder why technical issues 5 hours before take off can not be rectified by a large company.

My parents are travelling on flight KQ204 twin-jet from Nairobi to Mumbai on 26th Nov 2017. The flight got delayed and there was no information provided to the passengers about its delay. The flight took off an hour late from Nairobi and within 1hr15mins of flying time it landed back in Nairobi because of a technical fault in engine; the passengers were inside flight for 2 hrs and were given no information about flight's takeoff. finally the passengers were asked to deboard the flight and were taken to an accommodation overnight around 3am in morning. Yet there were no updates from KQ on the registered numbers. When I called the KQ support contact centre, the customer care help centre had absolutely no idea about when the next flight would be made available to the passengers. The KQ website (https://www.kenya-airways.com/guest-support/flight-delay-and-cancellation/en/) says the passengers will be informed and updated incase of delayed or cancelled flights on their registered numbers. Yet not a single passenger knows how long they are going to be stranded and how long will it take KQ to arrange for the next flight. Is this a kind of service that KQ should be providing? This is not the first time that KQ doesnt inform the passengers about delays/cancellations or arrangements. Always KQ flights have technical problems. Providing meals and accommodation doesnt suffice the overall service. Regular and timely updates of further arrangements are required to provide a good service to the customers.

On Nov 05 2017, I boaded Kenya airways at Kinshasa ( RD Congo) to go to Amman Jordan via Nairobi and Dubai.( KQ 555). I was issued a letter by conference organizers that the visa for Jordan will be issue to me on arrival.
At the transit in Nairobi I was not allowed to continue the trip. They needed a visa. I was obliged to return to Kinshasa. I did not use the other part of the ticket Nairobi- Amman. I had to spend a night at Nairobi at hotel ( 100 $ US) and I had to eat for 50$ USA.
I want Kenya airways to refund me money for all the expenses.
The tichet was bought at your office in Kinshasa on 23rd october 2017.

We (myself and my pregnant wife) left JKIA on the above flight at 11.30am but within an hour we were told that due to a technical fault we were unable to enter international waters and we would have to turn back to JKIA. We were then told that JKIA was busy so there would be a delay in landing. We eventually land at around 2pm and were sent to wait in the departure lounge until further notice. We had to insist on KQ staff providing us with water (a basic human right). After two hours we have yet to board another plane to take us to the Seychelles and are still waiting at the departure lounge with very little information on what is happening or how we can make formal complaints to KQ. This is my formal complaint and I demand a full refund for this delay. I look forward to hearing from you without delay.

Kind regards

Dan Katte

From: Audrey Mafemera
Date: 9 November 2017 at 14:19:18 GMT
To: "[protected]@yahoo.com"
Cc: "[protected]@icloud.com"
I have written to KLM before ref;[protected]. I booked with KLM to travel JPF4AF ticket no [protected]. The Nairobi -Harare flight was cancelled and nobody called me i saw it on the website myself.When i booked this Flight i was aiming to get to a function that was on the 8 October. I had to leave UK on the 6th of October in time for the occasion. Also for me to travel at the airpot i had to miss a days work too. I was aiming to attaine to silver by 31 December hence that flight being cancelled i lost miles and award flights. I was goling to have 13 flights by end of October hence when i travel in december have 15 qualifying flights. When i complained before my travel i was advised to lodge a complaint on my return. i made my first complaint in July and another one 27 October with flying blue and awaiting my response.My december ticket number is [protected]. Please may you respond to me.The flying blue team has not responded as well
response below;

From: KLM
Date: 10 November 2017 at 22:02:14 GMT
To: [protected]@yahoo.co.uk
Subject: In response to your enquiry dated 1 November 2017

Should you wish to reply to this e-mail, or check the status of your request, please use the following link to send us your message: click here

Our reference: [protected]
Dear Ms Mafemera,
Thank you for your e-mail dated 1 November 2017, regarding your flight AF8063 (Operated by Kenya Airways) from Nairobi to Harare on 7 October 2017. We regret to learn that you were unable to travel as planned.
Per our records, this flight was operated by KQ0718 (Kenya Airways). In line with current legislation, the delay/cancellation of a flight is the responsibility of operating carrier. Therefore, in your case, only Kenya Airways can advise regarding the reason for this disruption and provide any assistance/compensation that may be due. Hence, we advise you to contact them by following the link below:
customer.[protected]@kenya-airways.com
We regret that we could not be of personal assistance to you on this occasion and trust that when we next have the pleasure of welcoming you on-board our flights, they will find everything to their entire satisfaction.
Yours sincerely,
Vishant Bansal
Customer Care Europe

To Summarize:

- Family of 4, including a 3 year old and a 1 year old.
- Flight delay by more than 48 hours.
- Bags arrived 1 week later to final destination.
- Disrespectful personnel and unprofessional personnel on the ground on that day (must clarify that phone contact service tried their best to help).
- Terrible hotel, transfer service and food provided by the airline (Which I declined based on the quality).

Kenya Airways compensation a USD 100 dolar Flying Voucher for the whole Family. Obviously declined as I would never fly with them again,

Worst part I thought this was an Air France flight, I booked with them and ended up flying in this airline, even though the flying number is AF 8003 = AF stand for AIR FRANCE. If you are travelling to Kenya and the reason for choosing them is because they are part of Sky team remember KLM flies direct. You don't need to fly with Kenya Airways.

The delay was not caused by weather conditions, political events or airport issues. All flights on that day (07.07.2017) where operating up to schedule; this was a kenya airways technical problem, their fault.

Below full communications with Kenya Airways where they acknowledge the situation and offer the voucher, which is offensive and repulsive.

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Customer By Service Email (SANTIAGO (24/07/2017 08.25 PM)

I would like to share our flight experience with KQ.
7 July 2017
11:00 PM we boarded the plane.
8 July 2017
2:30 AM we were informed to leave the plane.
No one from KQ helped us with our babies, no baby strollers where provided. We had to carry our children and our hand luggage through immigration and to the KQ help desk.
3:15AM we are put in an old van to take us to an airport. Personnel where not helpful, we had to wait with our 2 babies for more than 30 minutes to be sent to the hotel. The women in charge threaten us if I did not shut up complaining. Total disrespect. Driver drove at 120 Km no seat belts or security in the car, we had to call the police to pursue him to drive at a normal speed.
4AM we arrive at a hotel… Weston hotel. Not very good, we are told that a bus will take us to the airport at 8AM
8AM we get out of the room ready with our 2 babies. We are told that bus will arrive at 9AM. I decide based on the lack of professionalism and information to hire my own vechile. I had already risk my family and my own life going in the KQ van to the hotel.
10AM I arrive to the airport, I get informed that the flight will be at 1PM and that I should go to the gate.
12PM we get informed that the flight is cancelled. That they will send us on a night flight. I call KQ and get a flight 2 days later from my original flight.
2PM I leave the airport on my own transportation. I also arrange my own accommodation as the one provided by KQ was below average and unconfutable for me and my family.
9 July 2017
8PM: We arrive early to the airport just in case. We take more than 2 hours to check in because there is an issue with the booking of the infant, KQ can’t find the ticket. Must clarify this did not happened the first time we checked in on our original flight.
11; 59PM : My flight departs to Paris 2 days later.

I also have to add that my bags did not arrive on time to my final destination. In summary I had a terrible cancellation experience with no help form KQ personnel to make the situation better, even when they saw me travelling with 2 babies. My flight was delayed by 2 days and my bags did not arrive on time. Also my life and my family life was put on risk by the official transfer provided by KQ.

----------------------------------------
This is what Kenya airways replied. 1 MONTH LATER!

Response By E-mail (EVALINE) (21/08/2017 10.42 PM)
Dear Santiago,

We would like to thank you once again for taking time to give us your valuable feedback. Kenya Airways remains committed to flight schedule integrity, nonetheless the nature of the airline operations is such that disruptions within and outside our control may occur for various reasons. We deeply regret the overall effect that this had on your travel plans on this occasion and would like to let you know that this is not our wish.

We wish to add that the cornerstone of safety against which all operations lay remains paramount and all precautions are taken to ensure safe transportation of our customers. When these situations happen we endeavour to give you care and minimize the inconvenience caused and offer delay care in terms of re booking to the next available flight, meals and accommodation in relation to the waiting time. Consequently, we recommend our guests to have individual travel insurance to cater for any extra expenses incurred outside the contract of carriage. This letter should suffice to show that you have reported the matter to the airline for their consideration and recompense.
This not withstanding, we value you as our esteemed Guest, as a goodwill gesture and in appreciation of your loyalty we would like to offer 3000 award miles OR a travel voucher of USD 100. We certainly appreciate that this does not equate the experience underwent.
The travel voucher;
Is valid for 1 year from the date of issue.
- It can be used to purchase a ticket, top-up for a ticket, pay for excess baggage or upgrade from Economy to Business class, so long as the value on it is equivalent to the upgrade amount.
- It is to be redeemed at any Kenya Airways sales office on KQ fully operated flights.
In our quest to achieve operational excellence for a better service delivery to our esteemed guests, we are continuously reevaluating several aspects of our operations based on feedback received from our guests. Voluntary comments from guests such as yourself are therefore greatly appreciated and contribute much to the decisions being made.
At Kenya Airways, customer satisfaction is something that we take very seriously and would never compromise under any circumstances. The contents of your letter are therefore of great concern to us. We understand your concerns and we would like to assure you of our devotion in addressing the issues you have raised with the team, to provide reliable service we promise and for which you have paid.
Our aim is to ensure that we leave a positive lasting impression to all our guests at all our customer touch points. In any way the attitude of the staff may have implied a lack of concern, be assured of our follow through and action. We value you as our guest and look forward to hearing from you.
Sincerely,
Evaline Nyambati

https://www.tripadvisor.com/ShowUserReviews-g1-d8729102-r520931209-Kenya_Airways-World.html#

I arrived in Dubaï since the 14th august and I am going back to kinshasa this tuesday 29th and 2 am. The bag with my kids clothes is missing since we arived in Dubaï. I raised a complaint ticket DBXKQ78368, but I Still have no news. This bag contains all my kids clothes for our stay in Dubaï. And I was obliged to buy them clothes because they had only what were in their body. I am going back in 2 days. Please, please find the bag and give me black.

I was going from Kenya to Moscow on 26 November 2016. During check in Nairobi I asked about the last destination of the luggage, they surely confirmed - KRASNODAR . I asked again - they confirmed. In Sheremetevo airport in Moscow I asked from information counter - she requested to show to her baggage tag - and said don't you see it is written Kasnodar ?

The luggage did not come to Krasnodar, because the last destination was Moscow and it was kept in customs. There was no other way to get it apart from flying back to Moscow . I got much much frustration as well as financial lost

Following an unpleasant flight where Kenya Airways messed up my booking I arrive in Nairobi from London on 25th of December 2011 only to discover that my 10 week old baby’s push chair had been damaged during handling by the KQ ground staff. Upon complaining I am nonchalantly offered USD10 to fix the pushchair in Kenya. Explaining that the pushchair could only be repaired by a dealer authorised by the manufacturer I order to secure the warranty on it. The KQ personnel on shift explains he is not authorised to digress from the protocol of offering financial compensation for repair.As such he informs me that the matter has been referred to the Insurance department to call the next course of action and I would be contacted accordingly. I was made to sign a baggage claim form and provided a damage report that I deemed as an official record of the incident.
With no response from them I take it upon myself to contact them but to no avail. About 8 days later I get a phone call from KQ asking me to collect the pushchair which has now been repaired. Needless to say I was not only surprised but very angry with KQ for tampering with my belonging without my authorisation. And by doing so the the warranty on the pushchair compromised.

On complaining I am passed on from one to another only to be told that they are not liable for the consequences of the repair. The KQ personnel dealing with my complaint at the airport explains he didnt recall our discussion and agreement and then changes his mind and goes on to lie that I instructed him to refer the pushchair for repair. Surely why would a passenger risk leaving a valuable item in the care of an airline that damaged it in the first place? why the pushchair was left with KQ rather than returned to passenger with the monetary compensation as per KQ procedures? What was preventing the passenger from having it repaired themselves? KQ refuse to comment on this.

It has been eight weeks now and I continue to seek for a fair outcome. However the matter has been dismissed without any compensation and acknowledgment of violated warranty. Moreover KQ refuse to comment on the negligence of their staff that has led to these consequences. In spite of their legal obligations to compensate for damage of baggage in their care KQ have now denied any wrongdoing and demanded that I either accept the pushchair or it would be disposed off. I have written several emails to the customer care department including the office of the CEO in the hope that someone will intervene and I will someday get justice. I continue to wait!

I had a very bad flight experience from Monrovia to kenya on kenya airways.i was shocked to find my baggage been tampered and valuble electronics missing.after series of complaints made to the authorities there was no positive response instead i received a letter of appology.Afterwards searching the website i found that baggage pilferage is a very common issue in kenya and with kenya airways.
So my advice to all, please beaware when u travell with kenya airways and through kenya.

They only want more money and they can't give me any proof of where the puppy is or what is going on white every thing and now I must pay more money becuase they didn't told me in the first place about the Insurance on the puppy so they only want money and they do not want to do the job, the puppy is now in quarantine becuase they can tell the people every thing and it is always an hour before a flight then they want more money and I spend R10 000 to pay every time for the puppy and every time they mest up al the stuff

Taiwan, Nov. 5th 2008

My name is Andrea Cacopardo. I bring to your attention this issue because I believe your company would not accept such behavior from its employees at any level and does not follow this kind of policies that are strongly lacking any business ethic.
I am currently living in Taiwan and I am going to move to Malawi for work. I am moving there and so is my family which includes a pet, a Golden Retriever of 5 months.

I came to know that Kenya Airways is pet friendly and I was happy to finally find a company that could transport my pet to Malawi with ease and without worries. That was what I thought until I contacted Kenya Airways representative in Taipei, Ms. Jen.
Besides being completely incompetent in the matter, I was astonished at what she said and she proposed during several phone calls.
But let’s come to the facts.
I first contact Kenya Airways Cargo for information about shipping the dog through a Cargo Company which cost NT$ 46.000. This is through a Cargo Company, which means that the pet does not need to be accompanied by the owner as by regulations.
However, Ms. Jen decided (going against regulations) that the pet, even if shipped through a cargo company, has to be accompanied by the owners. In few words, Ms. Jen blackmailed the fact that if the pet will ship with Kenya Airways via cargo through a cargo company the owners have to fly with Kenya Airways too or the pet won’t be accepted. I was planning to fly with Kenya Airways anyway, being the best way to get to Lilongwe from Taipei, so no harm done even if I was not happy with the tone assumed by Ms. Jen.
Besides this, though, the ticket from Taipei to Lilongwe for a person is NT$48.000, as confirmed by a travel agency in Bangkok and from my employer which bought two tickets already at that price for the same route.
However, Ms. Jen (and I am surprised that such unprofessional individual can work for Kenya Airways and be in a position of responsibility) says that the ticket for two people traveling is NT$58.000. So, in few words, Ms. Jen first forces us to travel with Kenya Airways because we ship a pet via Cargo (which should not be mandatory being the pet shipped with a cargo company and not as extra luggage); and second, she charges NT$10.000 more than the regular fair for each ticket. At this point, I would not be surprised if Ms. Jen, and I am not afraid to make such accusations, would pocket the extra NT$20.000 herself.
I personally feel tricked from a person that is blackmailing me for shipping my dog.
To complete the whole story, and to make you aware of how incompetent and careless is Ms. Jen, I was astonished to hear her saying that she is making us a favor, (wow! This woman has guts! She tries to trick me and blackmails me and she is making me a favor? she over-charges me on the passenger tickets, and she is making us a favor?!) and to conclude she stated that the pet might die during the trip? Are we serious? I do not want to believe that such person not only can work in your company but that she can even speak on the phone with customers. I am outraged and I will pursue any mean possible to have this straighten up.
It is not acceptable and even thinkable that a customer receives such treatment.
As a consequence, I had to delay my trip due to this incident.
As a result, and thanks to Ms. Jen, I won’t ship my pet with Kenya Airways (since Ms. Jen stated that my pet might die) and I will never travel with Kenya Airways and I will make as much rumor possible about this incident.

I hope this complaint won’t be left unheard as it usually happens.

Best Regards,

Andrea Cacopardo
Ph. # [protected]
E-mail: [protected]@libero.it