Kenya Airways Reviews 

First of all, Kenya Airways is just a scam. They delay you for 16 hours.Food, just like a broke man's meal. And then one year later, they don't even give you a good refund. Absolute scammers. I will not go on this airline again.

Kenyan airways passengers to india and thailand require a yellow fever vaccination 10 days prior to flight. No information is given about this and some passengers are refused boarding without refund. Disgusting!

An absolute disgrace. Took my money for an upgrade, then transferred me to another carrier at short notice, and despite promises, have never refunded me for the upgrade. Not to be trusted.

Horrible seats unbelievable and i am a frequent flyer

KENYA AIRWAYS. . Your team in O.R Tambo is so bad. I made this complain before and it was not take seriously. Now lets go to yesterday night. I was meant to travel on the 5pm flight which delayed with 30 min. Because of that change my travel agent did not issue a ticket now that is my problem I agree. The travel agent issued a ticket for 25th March for the 1:35am. I was the first one on the check in counters at exactly 9:30pm when they opened the gates. The manager refused to check me into my flight that was heading to dar-esalam because I am a Kenyan Citizen. THE MANAGER MR DERRICK. Refused I board my flight because he said I will alight in Nairobi and not go to Dar esalam. He said this because I had no checked in luggage. He said that very many people do this that because KQ to Tanzania is cheaper than KQ to Kenya people do this all the time. Please note, I had a bag with me on my back with clothes and my personal item. So apparently to fly Kenya airways you need luggage. It's mandatory to check in luggage. So the Derrick manager ask that I buy a return ticket from Dar to Nairobi. I go ahead and buy the ticket with Precision Air. Please note this is now around 10pm when I buy the ticket. The manager still refuses I board the flight because the ticket is not a Kenya airways one. He Even tells me he will not allow me to board if the ticket does not say I will go to Kenya in two days. HE EVEN WANTED TO DETERMINE MY DATE OF TRAVEL FROM DAR TO KENYA. He says or I change the ticket to read Kenya as a destination for this flight then book to go to Dar in 4 days. I tell him I can come from Dar to Kenya in any means including a bus or a private car. Seriously, I am entitled to 90 days per stay in Tanzania and they are more than 1 million ways to get to Tanzania from Kenya. I had bought the return ticket but the guy and his team wanted to make their counter sales with me by trying to force me to buy a ticket more than ksh 70000 on spot. I refused. He offloaded me from my flight. I have had to book a ticket to Dar with air tanzania so as to make it for an urgent appointment.

Pathetic customer service.
I had the displeasure of interacting with 2 quite rude customer service agents who couldn't be bothered to answer my questions. All I got was generic copy and paste responses to my specific queries about my flights. Makes me wonder if they care about their customers at all.
I then tried to contact them through their so called 24/7 WhatsApp line. I only got a response from them a full 17 hours later. The chat was closed after 10 minutes because apparently I didn't respond in time. If you're going to make me wait almost a day to get a response from you, atleast give me more than 10 minutes to reply.
Thankfully I bought a refundable ticket. I have cancelled my flights and will be using another airline as I shudder to think how I'll be treated by the rest of their staff. I just hope there are no issues getting my money back!

Most terrible airline ever. Almost all flight are delayed and with missed connections and lost vacation days as a result. You wait in lines hour after hour to wait for rerouting. And on top of this, our luggage was delayed one day going out and 2 out of 3 suitcases lost going back. And we paid for expensive seat upgrades that we did not get due to rerouting, and it is very difficult to get in touch for a refund of this. Flying with Kenya Airline cost us two vacation days in transit and has been the worst and most frustrating trip we have ever had with an airline.

I had booked to travel business class with my elderly mother as she would be more comfortable. When we got to the desk in Zanzibar on our return flight, we were told that business class was full. Our flight was also changed and delayed many times, they really messed us about

Our London Harare return journey which we paid extra to be only 13 hrs was changed to 20 hrs with a 7 hr wait in Nairobi.!!!! The rep Missheck in Harare promised to email to Nairobi transfer desk so we could sit in a lounge. The woman at transfer desk wouldnt offer that. DO NOT FLY with them. They have just lost 4 customers and family.

Kenyan airways changed flight details by 2hrs which resulted in us missing our flights. The team did not even attempt to assist us. They told us that it is not their problem.

Terrible experience. Wil never advice anyone to travel with Kenya Airways. My luggage got lost after our flight.Bad customer service ever. They kept saying they did not have the luggage until KLM came to the picture. KLM was very helpful to trace the bags. All of a sudden the bags appears in Nairobi, broken into and my personal belongings missing. Kenya Airways will not accept responsibility because my representative did not report the damage on time. Kenya Airways kept quiet and never gave any advice. The customer service mailcorrespondence takes long to reply my enquiries and the staff are rude in their response. Thieves operating a kiosk of an airline. Never ever travel with Kenya Airways

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.