CB Airlines and Air Travel Kenya Airways Payment never received

Kenya Airways review: Payment never received

HarandN of MG

Mar 16, 2024 1:56 pm EDT

Verified customer

Featured review

- Flight date 05 Oct 2023 London-Nairobi. We are a couple and booked mid 2023 for tickets departing London KQ103 at 11:10 a.m.

Actually KQ deliberately put us on flight KQ101 departing 18:25

No prior notification as it is the rule ! On same day 5 Oct morning as we were on the way to the airport where we arrived after 7.30 a.m., we just noticed an email for the online check-in with the change of the departure time.

= +10 hours waiting at London Heathrow

= No consultation for our approval or not !

= Missing correspondence to our final destination.

And yet flight KQ103 at 11:10 a.m. did operate and left London at that time !

- We have raised claim/Incident created 13 Oct 2023, after resisting emails from us with objective and justified case, after a first odd reply and full of non sense from KQ,

- 25 Oct 2023 : KQ offered us money compensation through a bank account while requiring a list of documents from us

- Oct and Nov 23 : we sent all documents as required

- 15 Nov 2023 : KQ confirmed good receipt of our documents all correct, and assured payment to take over 2 months, that means by 15 Jan 2024

- Since 15 Nov 2024- we were yet to see the amount back in our account-, we sent 5 reminders : 13 Feb 2024, 30 Jan 2024, 25 Jan 2024, 20 Jan 2024, 31 Dec 2023.

= No answer from KQ

We also noticed on KQ customer space, our case shown as « Incident closed »

= Abuse

- 03 Mar 2024 at last new email from KQ pretending excuse and announced « payment is actively under process »

For a simple bank transfer ? 5 months ?

On 16 Mar 2024 : still no money on to our account from KQ

We required the payment, not words.

Kenya Airways "the pride of Africa"? No! "the shame of Africa and of the world"

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Resolved

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More phone numbers

Kenya Airways emails

customer.relations@kenya-airways.com

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Kenya Airways address

Airport North Road, Embakasi, P.O. Box: 19002, Nairobi, 00501, Kenya

Kenya Airways social media
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Nov 21, 2024