Kenya Airways Reviews 

I didn’t even think to read the reviews when I booked. But when my husband checked just better my trip, wow! We couldn’t believe what we were reading and it certainly made me dread my flight.
Lesson learnt, I thought and hopefully, I will be one of the small percentage that has a good experience (fingers crossed)
Honestly! I DID have a good experience, in fact, it was great!
Flight on time, check in easy, crew attentive, welcoming and helpful always with a smile. Seat was comfortable, entertainment just fine.
So here I am, giving them a raving review that is very much deserved.
Thank you Kenya Airways for a pleasant trip 😃

My husband and I flew with Kenya Airways and had an awful experience. Our checked baggage was lost, and despite numerous attempts to contact the airline, we keep being told to “wait another five days.”

It’s now been weeks since we arrived on the 20th of September, flying from Harare to the United Kingdom, and we still haven’t received our bag.

To make matters worse, we were not allowed to take our cabin bags on board, which meant most of our valuable items were in the checked luggage. The lack of urgency, care, and communication from Kenya Airways has been extremely disappointing.

This has been a horrible experience, and I would strongly advise others to avoid flying with Kenya Airways until they improve their baggage handling and customer service.

A simple name change on a flight I had already paid for wasn’t able to be actioned due to policy or not changing more than three letters on a flight manifest. Spoke to the London office and they agreed name change then forwarded all my details to a mailbox that was claimed to be too full and was unable to do anything. I would avoid this airline at all costs due to a stupid money grabbing policy that is not fit for purpose

What a terrible airline.
4 hour delay at Heathrow they claim was due to bad weather over Europe. Absolute lie as it was delayed for 2 hours before we got to the Airport, then sat on the plane waiting for a disabled passenger to be brought onto airline, then Pilot stating we had missed our slot.
Baggage then left in Nairobe on our return journey. Had to wait for it to be returned to us in 5 days.
The staff were friendly on both flights and food wasn't bad.
Seating not very comfortable.
I wouldn't travel with them again.

We sat on the plane for almost 4 hours before we were told to disembark due to technical difficulties. We were told to go to hotels organised by them but upon trying to check out, we were told we needed transit visas which we had to pay for but the offices responsible for those would not open until almost 2 hours later. I ended up paying $200 for my pregnant wife to get some rest at the airport spa alongside additional food costs and additional expenses related to rebooking ongoing travel arrangements. We have received no reimbursement for our additional costs. Worst airline experience I have had. Would give zero stars if I could

I booked a flight from London to Antananarivo, via Nairobi a few months back. A week later, they announced a 'schedule change' leaving me stranded in Nairobi an extra 10 HOURS = 17 hours all in all in an airport with nothing to do + it meant I would have arrived in Madagascar just 3 hours before starting a long road trip instead of 4pm the day before and having a good night's sleep first. So, needless to say, I refused to 'accept' the change and the only schedule they had that matched what I needed was 2 days earlier or 1 day later. 1 day later was too late so I had to go for 2 days earlier, but it meant taking unpaid leave and losing a LOT of money in the process (because they had cornered me and I had no annual leave left to play with). I didn't dare ask for a full refund in case I never got one !!!
So, I emailed Complaints to ask for compensation of *some* sort, either an upgrade or free access to their business lounge... or *something*... nothing back. I emailed 3 times to chase up. Nothing. I called today, spoke to a lady who said she would look into it and of course, no one called me back. I have flown with them for years and it's NEVER been that bad... I cannot imagine that they will stay in business for much longer, this kind of attitude is appalling. Africa at its worst, sadly... zero empathy and making you feel like they couldn't care less re-your problems. NEVER again will I fly with them now. The fact that they don't even read these comments and apologise speaks volume too !

TERRIBLE service and delayed luggage!! My wife and I had our honeymoon severely disrupted by Kenya airways who just cancelled the flight we were supposed to be on and provided us with an alternative that would have meant wasting a whole day waiting at the airport. In the end we were advised to fly via Mauritius as a stop over, adding approximately 6 hours to our trip. To add insult to injury they then managed to lose my bad and only got it back a few days later. We didn't get any offer of refund. Please avoid, absolutely terrible service - do not fly with Kenya airways!!!

Total waste of time trying to book with this airline. They promote discount codes none of which actually work, in particular Visa promotion currently (VISA100). Booking process takes ages and then at the end always to find out the discount code (meets all the requirements) does not work, even on bookings that say "VISA100" applied. They barely respond on WhatsApp and when they say they'll escalate and reply by email, they do not. For business class flights it's pointless spending that much money with them.

two hours of wait for an answer on their whatsapp support channel... awful service.

I have not flown with Kenya Airways yet, but so far it has been a NIGHTMARE trying to get hold of someone at their office in the Seychelles. I eventually had to take the trip to go to the office. This morning I tried to call but got to the local CID office, this is the number on the website. Booking online is more of a nightmare because when I eventually get the dates and a price, it won't let me pay online. Can somebody do something about the poor website and customer service

In July, two of our flights with Kenya Airways were cancelled. We submitted a complaint directly to the airline and despite multiple follow-ups via phone and email, we have not received any response. We are repeatedly assured that someone will return our calls, but no one ever does.

I usually run here when I get a bad experience. I’ve had trouble with my return flight from Dar to Dublin. I had to call Kenya Airways a couple of times my experience with dealing with airlines has been a nightmare specially British Airways Ryanair and all the rest Kenya Airways customer care is outstanding they might not be the biggest rated airline in the world but if you’re in trouble and your flight gets messed up, it is an instant fix polite understanding and caring and exactly what you need in an air line because travel air ports air lines are stress asante sana to all who work on the phones there

I had a confirmed ticket from Nairobi to Paris, but the night before my flight, the online check-in system put me on a “waitlist.” When I called Kenya Airways, I was told it was a system error and I would be checked in at the counter.

At the airport, I was told the flight was overbooked and I couldn’t travel. Out of eight passengers denied boarding, all were Kenyan citizens , which raises serious questions about fairness and transparency. Despite explaining I urgently needed to travel, I was left waiting for updates and had to keep following up myself.

After hours of delays and back-and-forth, I was offered a flight the following morning with hotel accommodation promised. But by 2:30 AM(my flight left at 11pm)there was still no hotel confirmation, no proper communication, and no apology. I left the airport exhausted, had to sort my own accommodation, and finally flew out the next day.

This was the worst travel experience I’ve ever had. Kenya Airways’ overbooking, poor communication, and lack of empathy are unacceptable. For an Airline that calls itself the pride of Africa, this was nothing short of a disgrace.

Horrible experience

Kenya Airways is one of the worst airways to travel. The customer service is garbage and they have made baggage policies just to fraudulently make money from their customers.
I was traveling from Kenya to Dubaj through Kenya Airways and had the worst flight experience in my life.
As per the airline policy I was allowed 2 bags of 23kgs each. I had one bag which was 25kgs and the staff (Agnes) @ JKIA airport said that the bag is 2 kgs over weight. I told them I am allowed upto 46 Kgs and I am just taking 25 kgs but they said they cannot allow more than 23 kgs in one bag and if I have to take the 25 kg bag I have to pay for the 2 kgs overweight, I got angry and called for the manager (Alexus) who was worse to deal with and rude as well and said if I have to take the 2kgs I have to put in another bag, I was luckily traveling with my wife so I was able to adjust the weight in her luggage.
I have travelled with multiple airlines and no airline will refuse you if the weight is within the baggage limit allowed specially for couple of kgs. This is the worst experience I have had with any airline and they just want to fraudulently make money from their clients.
I came to Kenya in Air Arabia with the same bag with the similar weight and had no issue what so over
Apart from the this the flight was delayed more than an hour and they don’t even update the passengers properly and the flight attendants are also worse to deal with, An attendant placed the hot chicken meal straight into my wife’s hands, causing them to burn her hand and having no sense of how to serve customers.
I would urge everyone to avoid Kenya Airways at all costs they are pathetic to deal with.

Disgusting service.
My flight was cancelled on the way, then it cancelled on the way home. What an ordeal. I had random messages that my flight was boarding on the wrong days. The information was unclear and misleading. They're the worst airline ever (aside from Turkish Airlines)

This company is an absolute joke. Our flight attendants as cancelled. I have been trying since to apply for flight compensation but no chance with them. Nowhere on their website you can do it. I sent an email to customer.relations but received an automated message saying to submit my request through their feedback link, which is not working. So not sure how to contact them now. But I will not give up.

Diabolically awful. I have been let down so many times by this airline I have promised on my grandparents graves never to make the grave error of entrusting any element of any travel I shall ever again conduct to this buffoon of an airline. They are my single most despised company globally taking no responsibility at all for their endless mess of management. I am not a religious man, but before bed every night I do pray to Saint Christopher, that Kenya Airways end their blight on what is otherwise one of the finest countries on earth. Kenya Airways are nothing short of criminal and I could not recommend more total avoidance, even if it costs you £500 more, that is likely to be a saving over their cancelling your flight and giving zero compensation or alternative.

Poor very poor first problem we could check in up to 4 bags at 23 kg I only checked 3 2 under 15 kg 1 was a little bit over 23 they charged us a extra 50 USD they wouldn't combine the weight every airline I have flown on combine the weight second had a delay no info given just kept saying will be soon find a different airline or even a camel would be better

Gutted.

Our flight was cancelled, so I called the call center.

The itinerary discussed with the agent over the phone did not match the itinerary on our new tickets. As a result, we had to cancel our own flights in order to retrieve our luggage from the hold. We then had to pay out of pocket for a hotel, meals, and an alternative flight.

I have been trying to reach the airline through the complaints portal. The first response took a while, but they were initially empathetic and responsive. However, after I sent a follow-up email, the case was closed without any notification or final decision.

I travelled with Kenya Airways under reservation PEQANT from Mauritius to London (15–16 June) and it was one of the worst airline experiences I’ve had.

On one flight, water was dripping directly onto my seat for much of the journey. On the return leg from Nairobi to London, my entertainment screen didn’t work. I informed the crew; they restarted the system but it made no difference. I wasn’t moved or offered any alternative.

I was also given the wrong seat without explanation, despite having booked in advance. My transit through Nairobi was chaotic — landing at midnight but not getting a hotel room until 3:30am, only to be picked up again at 6am. Two flights were changed without warning or email notification, forcing me to take emergency leave from work and lose a day’s wages.

Staff at the transfer desk were dismissive, unhelpful, and showed little concern for passengers. The overall lack of communication, poor onboard conditions, and disregard for customers was shocking.

This trip was stressful, uncomfortable, and financially costly. Based on my experience, I strongly advise avoiding Kenya Airways if you value reliability, customer care, and basic service standards.

Avoid this airline.