Kenya Airways Reviews 

No flight delays, nice friendly staff, would definitely fly with them again.

Very positive experience! Friendly, well taken care of. Food and drinks were also more than good. No delays, and we would definitely fly with Kenya Airways again next time. I don't agree with the bad reviews.

Customer service 'excellence' that hangs up the phone when they are no longer interested in listening to you. You can't think of a solution with them, they simply just end the call or leave you on the line talking to yourself! What a shameless lot.

Worst airline ever, no communication no what, was suppose to depart Heathrow at 17:25…. Told later flight delayed, around 22:30 flight cancelled…. Collected our luggage accommodated at Crown plaza, flight scheduled for next day 20:15, no communication no what, all plans affected. I will never encourage anyone to use this flight

Not a pleasant experience, paid extra for short stop decent flights because of young children in group (although still stupid hrs) to get to the airport and have a 3hr delay (which they changed 2 weeks before we left, changed us to a flight that stopped for off loading and loading!!
Again the Friday before we were due to leave on the Sunday it got changed twice again, but how can you land in UK on the Sunday morning but dont fly out from Zanzibar until the afternoon of the same day!!!! Absolute joke, took ages to get through on the phone, to be told it was down to Away Holidays we booked through, but Away Holidays stated the same, it was down to the Airline!!! Shock horror.
On the way home, changed again! We had to hang around both airports for hours for connecting flights, so paid for the lounges as didn't want to hang in the airport bit as not good with youngsters, never again. Absolutely shocking of constantly changing the flights.

Would rate 0 if I could.
Worst airline. Kept us waiting for more than 8 hours at airport with no updates or reasons why then just cancelled flight. No update on when we will be rebooked. Told to “just wait to hear from us”
Shocking, disgusting and unacceptable.

I have traveled with many different airlines over the years, but I have never experienced anything as poor as my journey with Kenya Airways. It was an unprofessional experience from start to finish.

Chaos on the ground and in the air: Despite arriving at Nairobi airport well within the recommended time, the bag drop process was so incredibly slow that we almost missed our flight. Once airborne, the flight was delayed. There were about 20 passengers onboard with extremely tight connections. When we asked the crew for assistance, we were met with total indifference. They were completely cold to our situation.

Unacceptable service on a 9-hour flight: The onboard service was appalling. We were only served two meals during the 9-hour flight, and drinks were only offered during meal times. When I asked for a cup of coffee outside of the scheduled service, I was told it would only be available at the next meal. To be denied water or coffee on a long-haul flight is unheard of.

3+ hour delay and poor communication (EU Departure): Our journey started at an EU airport, and we ended up waiting for more than 3 hours for our changed connecting flight. The notification of the change was sent via SMS—a message we obviously received too late because we had no data while flying and were using foreign SIM cards. It is incredibly amateurish to communicate this way when passengers are in the air.

Finding a formal complaint form on their website is nearly impossible. I sent an email to their customer service over a month ago and have received no response at all. This airline clearly has zero respect for its customers. Save yourself the frustration and choose another airline.

Update: Two weeks later and still no reply regarding my compensation claim

Both legs of my journey (Mauritius → Nairobi → London) were cancelled by Kenya Airways.
The “alternative” flight I was given was physically impossible, the second leg (Nairobi–London) was scheduled before the first leg (Mauritius–Nairobi).

As a result, I had no choice but to cancel. I’ve now been told to wait up to 30 days for a refund, leaving me without a return flight and unable to rebook while prices rise.

No viable rebooking. No urgency. No accountability. Just finger-pointing between the airline and the agent while the customer carries the cost.

This is not acceptable service from a national carrier.
I am still waiting for a workable solution or an expedited refund.

@KenyaAirways please advise how this will be resolved.

Worst airline experience after over 1,000 flights and visits to more than 80 countries. Flight JNB–LGW with a stopover in Nairobi. The first leg went smoothly, but the second was cancelled just 20 minutes before boarding. Spent almost five hours at the airport late at night sorting out visas, luggage, and accommodation all with zero compassion from the airline staff.

No alternative flights were offered on the spot. Most economy passengers were sent to a poor 3-star hotel about 20 km from the airport. The worst part — passengers had to call the airline themselves to get rebooked. No one was contacted proactively for days. The airline simply didn’t care. Some people spent hours on hold, only to be told there were no flights available for two days. After raising complaints, a few managed to get rebooked within 24–48 hours.

Officially the worst airline I’ve ever flown. Unreliable and apathetic. Never again.

light KQ108 (Nairobi–London) was cancelled due to a technical issue. What followed was very poor service.

No proactive rebooking. We had to make multiple international calls at our own cost to secure a return flight. Airline-arranged transport to the airport never arrived, so we paid for taxis. We were rerouted via Amsterdam with a 30-minute connection, arrived 36 hours late, and landed at Heathrow instead of Gatwick.

Our checked luggage was delayed by two days, and we had extra costs for taxis, parking, and essentials. The settlement offered later did not reflect the disruption or expenses.

I would not recommend Kenya Airways, especially for families.

I'll start by highlighting the positives my flight was on 23rd and I want to say thank you to cabin crew Biwott and Viola for helping me with my baby Gigi you made my flight easier thank you. My flight back to Dubai Kanja was also very helpful thank you it is people like you that make us choose KQ every now and then despite of the delays that keep happening. My only issue with KQ is the delays please work on that!!

Horrible experience travelling with worst airline of all time, will avoid at all costs

Our first flight was delayed, then cancelled an hour before departure, the second one so delayed that we had to reschedule because we would've missed our connection flight. This resulted us in having to sleep in Nairobi for 2 nights. We, as an LGBT couple feared for our safety because Kenya is not as accepting as our country of residence. The hotels we were placed in was substandard to what we would've had in the Seychelles, and the airline refuses to reimburse. My bag was broken and I was offered another second hand broken bag as 'compensation'. On our way back our flight was also cancelled. everybody speaks about how you cancel your flights, and I will NEVER fly with Kenya Airways again

Unbelievable! Unreliable flight times and rude poor customer service. I really wished I'd read reviews before booking with them.
The flights changed more than any other airline i have ever been on, with the last one changing to the extent that we would miss our connecting flight and then our flight home to Australia. There was no one to contact for support and the so-called 24 hour WhatsApp line was not great.
We got in touch with a Remyius or Remigus (he refused to give proper details) Cleophas at Kigali. I spoke to him on the phone and he knew we were at the airport too but did not tell us to come and see him. He said he would see what he could do with getting our 3 seats out of Rwanda to make our flight. After not hearing from him, I went to find someone at the airport (4th attempt because no one was there all afternoon). He was actually at the airport and he had not attended to our call but was instead placing other people on flights who had come to see him in person. He was not helpful and we said we were flexible and could pay for an upgrade to business class if need be or happy to split ourselves across two flights. He insisted there was nothing until the next afternoon, which totally meant we would miss our flights. He was unhelpful to us in the extreme. We went ahead with what he said but told him we'd also do some independent investigation. He just said we had no choice over and over.
We went to the Rwandair office next door and they said there would be 3 seats and the Rwandair person even went to talk to Mr Cleophas to explain, but came out shaking his head saying that he's sorry there's nothing he could do. It was up to the Kenya Airways man. We said we would take a flight to Brussels - anything to get us close to London so we could fly home.

Finally, we went to Brussels Airline and paid for flights to London leaving Kigali that evening. ($10k later but we didn't miss our big flights). It was the only rude and awful experience we had encountered in our Rwandan travel. Very disappointing and I will definitely avoid in the future.
It was ironic that I sat in Brussels 12 hours later awaiting our flight to London (where we were able to catch our flight to Australia no thanks to Kenya airlines staff) and I got a WhatsApp message from the "24 hour helpline" saying sorry for the delay can they help and what is our flight number? That ship had long sailed.

This was the first and last time I will use this airline. The first flight from Heathrow to Nairobi was delayed by an hour with no explanation why.
We then spent over 6+ hours stuck in Lusaka waiting to connect to Harare, due to a broken oxygen tank. The staff hardly gave us any progress updates and things only changed when passengers got rowdy and demanded answers. To make matters worse, when I finally arrived to Harare, my luggage had been left behind and I had to return to the airport the following day to retrieve my bags. I completed an only complaint form (twice!) requesting compansation for the severe delay, only to ignored. I will never use this airline again.

On my way to narobi my flight was disgusting. The TV console not working, the air phone was crackly, the food was disgusting, the staff didn't talk much. When I asked to move to another seat there wasn't any. On the way back to UK the same thing happened with TV console not working. I again asked to be moved and was told no seats available yet their was chairs in business class. Why have the seat vacant if the electrics don't work. Block the seat would have been better. When offering drinks they only mention coffee tea and cold drinks, no alcohol. You have to ask for beer etc. The worst flight I have ever used in 40 years

A manager at Heathrow,Tas, insisted I buy an evisa before travelling to Zimbabwe and wouldn't let me check in my bags.She then insisted on phoning Zimbabwe to check on the processes when I said my payment couldn't be processed.
Both the Zimbabwe and UK government websites clearly state you can buy a visa on arrival.
This all caused me a lot of stress and a 45 minute delay after an already extremely difficult and problematic journey to Heathrow.

1. Flight Delay KQ108 – 12 September 2025
My husband and I were booked on Kenya Airways flight KQ101, originally scheduled to depart on 12 September 2025 at 23:40 hours.

The flight was initially delayed by 30 minutes, which we were notified about earlier that day. Subsequently, we were informed, both via announcements made by the flight crew and through discussions with Kenya Airways representatives, that the delay was due to a technical issue with the aircraft. Passengers remained on board the aircraft on the runway for approximately four hours before being disembarked. The flight ultimately departed at 12:30 hours on 13 September, resulting in a delay of nearly 13 hours. Whilst some other passengers were taken to hotels, due to this being a transit stop for us, we had no visa to leave the airport and Kenyan Airways ckaimed the visa system was down and they were unabke to assist us!

2. Earlier Flight Change – Dar es Salaam to Nairobi
In addition, I wish to raise a further claim regarding a separate disruption. We were originally booked on flight KQ487 from Dar es Salaam to Nairobi, scheduled to depart at 20:45 hours on the 12th September. This flight was cancelled with very little notice, and we were rebooked onto an earlier flight departing at 15:30 hours.
At the time of this notification, my husband and I were still in Zanzibar and were therefore unable to reach Dar es Salaam in time for the rescheduled flight. We travelled to Zanzibar Airport to seek assistance, only to find that there were no Kenya Airways representatives present. We were then required to travel to the Kenya Airways offices in Stone Town to find a resolution. Eventually, we were rebooked onto a flight from Zanzibar to Nairobi departing at 20:40 hours.
This disruption resulted in us spending approximately eight hours waiting in an airport, in addition to incurring unplanned taxi expenses to reach Stone Town. By the time we arrived in Nairobi, we had already endured a full day of travel-related stress and inconvenience.

Dispute numerous correspondence with KA and all supporting evidence submitted, due to them not being covered by EU or other regulations, they refuse to pay any compensation. No goodwill gesture has been offered by way of credit towards another flight . Absolutely disgusting behaviour and wont be booking anything further with them.

Do they ever fly as planned??!! We now have two times in a row with them creating a complete mess as they can not fly as scheduled and missing our connections (with other airlines). Would then expect some service and ownership to resolve the mess, but no.

Ok, here's the experience, a fellow passengers base of seat not existing, my remote for the screen does did not work so I annoyed the passenger infront of me for 10hrs when I needed to make changes as the screen always shit as well, my sons seat would not fully recline, daughter could only complain of the musty smell, the only thing ontime is their messages to inform you about their delays, not to mention forgetting to tell us that the was a stop over when we bought the ticket, no urgecy, no quality reasons just delay notification. I will say the cabin staff try their best and the food is just about acceptable, the rest is shit. Go fly on Ethiopian airways. I would say if you are the pride of Africa then they are the pride of the universe. Go take a few pointers because you are shit....and I will never let anyone I know fly with this Mickey mouse outfit.