Kenya Airways Reviews 

Customer service is the worst I have been waiting for two months to received my refund and after 6 phone calls and empty promises still nothing.I would give them a zero if I could.

This is one of the worst airlines to fly with.

I had a very disappointing experience with Kenya Airways while travelling with my three children. We were denied boarding in Amsterdam because we were told we had to pay €675 for three handbags, even though we had been told in Dublin that they were free of charge.

The charge was never properly explained to me, and I was left confused about why I suddenly had to pay. When I finally understood the situation and was ready to pay the €675, I was told it was too late because boarding was closing, and I was not given the opportunity to make the payment. As a result, my children and I were left stranded in Amsterdam.
Being stranded with three young children was extremely stressful and upsetting.

The lack of clear communication and assistance from Kenya Airways made an already difficult situation much worse. I hope the airline investigates what happened and provides a fair resolution.

Hahahaha what a joke, just let someone who knows how to run an airline and outsource the JKIA while at it.

They have well cleaned planes with nice scent... The in service are so great and the air crew are well spoken and understanding

Flew Kenyan from Nairobi to London in business class. The 2-2-2 seat layout gives little privacy but the seats were spacious and the extra mattress was very good. The service unfortunately was terrible. The breakfast was served 2 hours 20 mins before landing (why serve so early in business??) and the passengers were all woken up by the window blinds being opened electronically. An hour before landing there were five cabin crew having their own breakfast in the front galley and no service in the cabin.

Waiting 47 day for a refund of 3 business class tickets. I did cancel the tickets myself as my plans changes and accept the penalty and the wait time of 21-30 days. So far no can tell me when my money will be returned to me. Emirates returned my money in 3 days. Will never book this airline again.

Had a very pleasant flight travelling to Nairobi on Kenya airlines 15/6/26.
Flight number KQ101 London Heathrow to Nairobi . Customer service was excellent. The flight was very comfortable.

My flight was delayed by 13 hours. We were left with no vouchers for food or drinks. I was then put on another flight and my return flight was changed without my consent and I had to pay for an overnight stay in Nairobi. After a very lengthy process Kenya Airways agreed in writing that I am eligible for compensation but to date (3 months later) I am still having to email, phone and call to insist on payment
NEVER FLY KENYA AIRWAYS

Just returned home from Zanzibar. Used Kenya airways from London Heathrow to Jomo Kenyatta Nairobi. Then a connection to Zanzibar. All four flights were on time. Luggage went straight through & arrived safely both ways. Cabin crew were polite & helpful, food was good. Only criticisms was seats were quite hard & slightly limited movie selection. Was concerned when I read the reviews so decided to leave my opinion. Overall a good experience.

Everything !!! Surely this airline is failing dismally at living up to its mantra of been "The Pride of Africa".... The top takes no responsibility for their poor service, constant flight changes which lead to very costly delays for the customer.
Year ago their service was un-paralleled by even the most mature airlines; as an African one felt proud to making KQ their choice of airline... now its a shadow of that.

Was my first time on Kenya airways and the aircraft was hot as a furnace due to something that the hostess announced as a defective ARP! A plane chock-full of people and no cooling system? KA had enough time to get a better aircraft. We took off fanning ourselves and it wasn’t significantly better till we landed. It cooled down a bit but what if it didn’t? Why take the risk when there are options?
Please think about your customers comfort a lot more.

This airline is the worst l have ever used. My trip from UK to Zimbabwe it was 2 hours delayed....Then on my return, l was suppose to derpart from Harare 2:40 am ,l then went for check in bcz l couldn't check in on my phone.Upon arrival l waited ,waited there was no Flight it was cancelled not even an email on my phone ...imagine everything back to square 1 ...l will never recommend anyone rubbish Flights.

I cancelled my flight and got the refund within 3 days. Five stars for this fast service.

They charged me $250 for my medical device which is supposed to be exempt and there excuse was it was an extra bag. Also, when I boarded the plane I couldn't get my seat belt fastened and I asked for help 5 times and they all said just a minute. When the plane started taxiing I stood up and said if your not going to help me get my seat belt on then let me off the plane. Their response was it's too late now we are taxiing you'll have to wait until after we take off and get to cruising altitude then we'll help you. Absurd never heard of such a thing this is not even safe and they didn't seem to care. I filed a complaint with Kenya Airways and they blew me off. Completely unsatisfactory

I am writing this review to seriously warn anyone that intends to travel with Kenyan airways to avoid using them at all costs. I travelled to Gatwick in the early hours of the morning with intent to board my scheduled flight with Kenyan airways. To my dismere, I was refused boarding by a couple of their check-in agents due to a mismanagement of the check-in process that found their check-in desks overwhelmed by customers intending to travel this morning.

I arrived at Gatwick airport a little before 9am this morning ready to drop off my checked in luggage. There were no designated areas for luggage drop off or priority access as other airlines have. Instead, everyone was made to queue up in the same queue to be attended to by their agents.

On arriving at the check in desk, the check-in agents were already informing us that the gates would be closed as if it was our fault that they did not have enough members of staff to process check ins in a timely fashion. I was given 1 minute by their agent to provide evidence of my evisa to travel, with the female agent insisting that my visa was specifically issued for entry to Uganda. After a misunderstanding about which visa was required for processing, another agent intervened due to disruption from another customer who was trying to be seen to with a similar issue and at this point I was informed that the attending agent had closed the boarding gate. As you can imagine... I was horrified to learn of this as I had been in the queue for a little under 45mins waiting to be seen to.

It was clear at this point that due to the lack of sufficient time to process my booking and ellevated stressers, I was not going to be allowed to board the flight. I have submited evidence of my evisa to Kenyan airways and highlighted these issues however their solution to the issue is to mark me down as a no-show and request a $900.00 fee to get me on the next flight to my destination. I had the documents required to travel. I feel that my booking was not handled with reasonable care and I have informed them of my right to make a legal claim under the consumers act.

In a nutshell, I will not be Kenyan airways again and I urge anyone who has had a similar issue to report it legally. I must make you aware that there were also other individuals that were refused boarding for various reasons, with one single mother travelling with 2 infants that she needed to pay roughly £2000.00 for a new set of tickets because she failed to link her children's flight tickets to her before arriving for check-in. Kenyan airways is robbing their customers of their hard earned money instead of providing a reliable service that we have paid for.

Flew Heathrow to Nairobi in economy comfort, seats were rock hard ,very uncomfortable after 8hrs ,food was good ,in flight staff were good ,but wings had duct tape all over them ??and return flight was cancelled so had to wait in airport for 11hrs overnight and no offer of hotel or even lounge access ,I will avoid if possible in future

The customer agents of the Kenyan airways made us to miss our flight worth 13.3M Ugandan shillings for no good reasons. On 19.May. 2026 from Entebbe to Baku they tried there best to see if we have money to give them so the Entebbe Airport Staff are corrupt and when the Complaint was made by our tour and travel agent for tickets refund the officer Prossy gave reasons which were supposed to be checked by the migration agent not ticket clearance agent at the Airport.Please stop the corruption at the Airport

NEVER able to respect flight schedules. Absolutely terrible service.