Kenya Airways Reviews 

The worst customer service ever. Absolutely no empathy or appreciation. Low level of management. Why KLM still does business with these kinds of airlines is beyond me. Kenya Airways should be utterly ashamed. A complete disgrace. Please think before booking a flight with them.

Bought 2 flights costing over £1,200.

My partner got diagnosed with cancer before we'd bought travel insurance. Kenya Airways have refused to give a refund or allow a name change on the tickets so the money won't go to waste.

I even offered to accept a reasonable deduction to cover their admin costs and the extra cost normally associated with a refundable ticket, but now that they have my money, they just don't want to know.

It's a scam.

Once we cancel, the airline is free to sell those very same seats to someone else. There's over a month to go til the flight date.

To keep our money and then make more money on those very same seats is just greed plain and simple.

It's repugnant.

I guess short term profits are more important to Kenya Airways than their reputation and decency.

Never ever fly Kenya. They will lose your bags. They will delay or cancel your flight.

Kenya Airways really disappointed me. I booked my flight and it changed it twice. Imagine having an emergency and your flight being shifted twice. I will never use Kenya Airways again. Never

Worst service!
I will not recommend anyone to travel.
overall experience is bad

AVOID AVOID AVOID
This is such a horrible airline with no respect for peoples time. If you have urgent things to do, please avoid Kenya airways. I booked this with friends to celebrate my birthday in Zanzibar, initial flight was rescheduled abruptly for 12 hours later, which meant we arrived in Zanzibar at 9pm, instead of 9am...a whole day lost. Our flight was from Entebbe.
Going back, the end leg into Entebbe has been pushed twice?? Imagine if we had connecting flights?
They change flights any how.All hotels at Zanzibar advised that its best to use Ethiopian Airlines because they don't reschedule flights nilly willy.
Disgraceful airline indeed...Never again will I make this mistake

Dissatisfied with the service provided by this airline due to nearly always delaying the departure time by which I could of have missed my connection flight! Not only that but also when we entered another plane with the same airline (connection flight), the whole AC system was inoperative and we were all feeling boiling hot while the crew was sorting out technical issues (as the announcement was stated). We waited for an hour or so to depart from Nairobi, which is an absolute joke! Should have checked the AC system before hand and not allowing passengers to board the plane when such issues happen like this!

On top of that, the entertainment screen was not working at all and my kosher meal was forgotten about until I had to remind one of the crew members to bring it to me.

This is indeed "the embarrassment of Africa!" Not "pride of Africa!"

Very poor service.

Very poor standards, delays cancellations, no drink no food no water while waiting. No compensation either! Very disappointing!

Flight was cancelled way back in July, it’s nearly December and we are still waiting for compensation. Tried to fill out compensation form on their website but when you try and put in your ticket details, an error comes up saying ticket does not exist. Had to go in through their complaints department.Every time you email them the response is to be patient and that they have several different departments working on case. Appalling!!!

I would like to commend Kenya Airways ticketing agent Zanele Makhubu for her exceptional customer service. After I mistakenly arrived at the airport a full day late for my flight, I was extremely overwhelmed and disappointed. Zanele handled the situation with such kindness, patience, and professionalism. She reassured me, took the time to understand what happened, and efficiently rebooked us on the 01:35 flight on 15 November back to the Netherlands.

Her calm, supportive attitude turned a stressful experience into a manageable one. I am truly grateful for her help and outstanding service. Thank you, Zanele!

If i could rate a 0 I would - worst airline I have ever flown with. The customer service is beyond appalling - has taken 5 months to resolve 1 issue. I will NEVER fly with them again

Kenya airways failed to inform us about the cancellation of our flight from Mambasa to Nairobi, resulting in us missing our flight out of Nairobi, a 2 day delay and having to buy new tickets back to Europe. Now they also fail even to reply to our message to them on this matter.

Dear Kenya Airways Customer Relations,
I am writing to formally express my dissatisfaction with the service I received from Kenya Airways during my recent trip. I participated in a group trip with 19 young travellers to Zanzibar for one month. Our outbound flight went smoothly, with great service and everything running according to plan. However, during the trip, we were informed that our return flight had been rescheduled by an entire day, which caused considerable inconvenience. After contacting Kenya Airways, we were offered an alternative flight departing one day earlier. This new route included a 10-hour overnight layover in Nairobi. We were assured by the Kenya Airways office in Zanzibar that accommodation at an airport hotel would be provided for us. Although we did not receive any official documentation, we were given a written message confirming that we would be provided with a hotel upon arrival in Nairobi at 11:00 PM on Friday night.

When we arrived at the Kenya Airways service desk in Nairobi, the situation was handled extremely poorly. There was only one employee attending a long queue. When it was finally our turn (we were four passengers on the same flight, all promised hotel accommodation), we were simply denied a hotel. When we politely asked for an explanation, the employee repeatedly said, “It’s our policy”, without offering any meaningful assistance. We showed him the message from the Zanzibar office confirming the hotel arrangement, but he dismissed it and refused to help further. He also declined to provide his full name or contact information for our complaint. We only managed to find out that his name was George N., and that he was working at the Kenya Airways Nairobi Transfer desk.

To make matters worse, several staff members nearby were laughing at the situation, which was highly unprofessional and disrespectful. In the end, we had to pay 85 USD out of our own pockets to sleep in the airport lounge that night. I find it completely unacceptable that there is such poor coordination and lack of accountability within Kenya Airways across different offices. This experience has left me very disappointed, and I will not be flying with Kenya Airways again in the foreseeable future.

I have always chosen KQ for past 4 years for my visits to Kenya because it is right support an airline of my country of birth. On 3 rd of Nov, the day of my flight to Nairobi, I was whisked off to hospital in a medical emergency. The crisis over- have been begging KQ for past 23,hours that they give me letter that they cancelled my return flight without refund . My insurer wants a letter of confirmation that I did not travel to Kenya with KQ nor use a return ticket or be refunded . Even After proving my integrity and honesty , references and posts - they refuse to give me a letter for my insurer that I did not travel on the appointed date and neither did I receive a refund for inbound and return journeys. 5 mins ago they had a meeting and decided they will NOT give me a letter despite my showing them the letter from my insurer. Hours of stress since 3am. I was convinced that this was not customer services but a scam line. It took them over 22 hours to type half a dozen responses to me. Negative, unhelpful and totally stressful for someone released from hospital with a serious problem. No amount of evidence about my good character and charitable work in Kenya convinced them to just write me a letter for my insurers. And that’s despite that they have taken my rights of my return flight ticket plus money for a chosen seat. Where is the justice here? KQ you can be assured that many in Kenya will pursue this abominable treatment to a person totally committed to the youth and education of Kenya.
Dr Anita Handa-Corrigan
2025 Gulbenkian nominee for climate and Humanity
Founder Maasai Climate Resilience Centre
Founder environyoutheducation.co.uk
Adjunct Research Scientist AICAD

Kenya Airways advertise 10% discounts yet they don't honour them.

I recently booked a flight and at check out the code I entered ASANTE10 didn't work.

Anyway I went ahead and booked my flight and complained after only to be told that the code was temporarily not working when I booked my flight but that it is now working and as I already booked my flight there was nothing they could do .

Appalling service, flight was rescheduled 3 times, air steward spilt food over my wife’s jacket (no apology or acknowledgment that it was an issue). Flight further delayed by almost 4 hours and no response to an official complaint has ever been received. “Pride of Africa” I don’t think so. More like the “Embarrassment of Africa”.

I travelled to South Africa on 14/10/25 from Birmingham Airport, with stop overs at Amsterdam and Nairobi. I was pleasantly surprised with the good condition of the plane and the friendly and efficient cabin crew. I follow a low sodium diet and my food was fresh and delicious. I was offered plenty of drinks. There was 1 x 45 minute delay at Nairobi.

I returned on 01/11/25, again with connection flights at Nairobi and Amsterdam Airports. I was impressed again with the excellent cabin crew and good meals. All the flights were on time.

There were two flights on the way there: Heathrow-Nairobi and Nairobi-Livingstone, Zambia. 1st flight broken entertainment console, unresponsive tap screen, poor choice of entertainment. Vegetarian food bad. 2nd flight old plane, no charging point or entertainment. Same vegetarian food as before.

Return flight - Livingstone to Nairobi cancelled on day of flight. They changed the 1st flight to Tuesday, two days ahead, but did not change the 2nd one. Had to choose another flight. Sent us to Cape Town, 3 hours in wrong direction. Added 9 hours to journey. Same problems with uncomfortable seats, lack of charging point, broken entertainment console. Was given the same vegetarian food three times more.

Flight to Nairobi from Amsterdm departed late from Amsterdam and arrived 1.5 hours late to Nairobi. We landed 7.50 in the morning and our connecting flight to Zanzibar, also with Kenya Airways and scheduled for takeoff 08.00 left without us and a lot of other passengers. We were all stranded at Nairobi Airport and nobody from Kenya Airways could tell us anything. Zero communication. We were eventually put on a flight that left 14 hours later.
In all my years of business and private travels I have not experienced such a low level of communication and chaos. Felt like it was the first time for them to manage a situation like this.

Unfortunately the return trip became chaotic too. Flight Nairobi to Paris for supposed short stop to drop off and pick up passengers then onward to Amsterdam. Captain comes on PA-system and informed that “there apparently was a problematic container to off-load”. Suddenly the plane was surrounded by airport fire brigade and our short stop became a 4 hour delay. Worst was however the feeling that the presence of these containers came as a surprise, and that the off-loading procedure had not been accounted for. Again a sense of chaos, and extremely limited communication. Scary experience.

Really poor airline with no service or commitment to departing on time for those with connecting flights. Will never ever fly with them again