Kenya Airways
Write A Review
"Professional services"
Thank you for your thoughtful feedback. It’s great to hear that despite the aircraft not meeting international expectations, the crew—especially Felis Waruguru and Faith Wanjiku—delivered outstanding service with professionalism and kindness. That kind of personal attention can truly make a difference in the overall experience.
"average"
Thanks for sharing your experience. It's always a plus when a flight makes up time in the air and lands early, even if departure was delayed. Sounds like the service was nothing special but not problematic either—a neutral, efficient trip overall.
"The shame of Africa"
Cancelled our 22PM flight at last minute. Had us wait until 7AM the next day. Did not provide help or accomodation to anyone, just had families wait in the boarding zone for 9 hours straight including babies. First announced 4AM as new departure time as an argument not to provide accomodation. Then 4:30, 5:00, 5:30, etc. Printed fake excuse forms with incorrect flight dates, making them invalid for inquiries. The best part of it - this is not an isolated event. This is Kenya Airways' strategy to optimize loading and make more money on their flights. This company is the shame of Africa, avoid them at all costs. Take care and have a safe flight.
"So disappointed"
That sounds like an incredibly stressful and disappointing experience. You booked your flights with included seat selections, only to have the airline change the aircraft and then charge you $100 for seats you were initially told were free. Then, when you raised the issue, their customer relations team gave you inaccurate information and ultimately dismissed your refund request because you “sat in the seats.” To make matters worse, your next flight between Nairobi and Johannesburg involved another seat allocation issue—even though you'd pre-booked the seats—and a flight change that split your group and delayed your travel by five hours without notifying you. The airline's failure to communicate crucial changes, coupled with their unwillingness to offer practical support (like checking bags through despite the tight connection), highlights a troubling pattern of poor service and misinformation. Your frustration is entirely justified. Would you like help drafting a clear and firm complaint that outlines all of these incidents and formally requests compensation or accountability?
"Worst experience"
I am deeply disappointed with the experience I had after my flight was canceled not once, but twice—without any clear explanation. These cancellations severely disrupted my travel plans and resulted in unexpected financial costs, including extra expenses for accommodation, transportation, and meals. What’s most frustrating is the complete lack of communication and transparency from the airline. At no point was a proper reason given, and support for alternative arrangements was minimal and poorly organized. I expected a far higher level of reliability and accountability from a major airline. Based on this experience, I will seriously reconsider flying with this carrier in the future and will advise others to do the same unless there is a significant improvement in service standards.
"KQ customer service has really dipped"
That’s incredibly frustrating—especially when you’ve made the effort to support your national airline and they repeatedly let you down. Being bumped to a later flight without prior notice, losing a day of work, and then dealing with delayed baggage is unacceptable, particularly when it seems to be a recurring issue on the Nairobi–Entebbe route. Your loyalty as a Kenyan traveler deserves better treatment and more reliable service. Airlines must respect their customers' time and plans, especially for business travelers. If this keeps happening, it’s completely understandable that you’re considering other carriers.
"3 good flights"
It sounds like your wife had a wonderful experience with Kenya Airways on her trip across Africa! The extra attention for frequent flyers, especially with three adjacent exit seats and a preordered seafood meal, really makes for a more enjoyable flight. Plus, the long-haul comfort with plenty of legroom and the hot tuna sandwich on the shorter leg seem to have contributed to a smooth journey. The smooth transfers in Nairobi and Abidjan, as well as the generous luggage allowance, are also nice touches that helped make the experience easier. It's unfortunate about the lounge access reduction in Nairobi, though, as that’s always a nice perk for travelers. Despite the lack of WiFi and smaller screens, it sounds like Kenya Airways did a great job with the service, which made the ticket price worthwhile. Would you consider flying with them again for future trips, or are you thinking of exploring alternatives?
"Safe travel"
Thanks for the feedback—it sounds like your trip was generally positive, with a few areas for improvement. Vegetarian meal variety and customer service consistency are definitely important, especially for repeat travelers.
"Not too bad handling of missed connection"
Thank you for such a detailed and candid account of your journey from Kigali to Bangkok via Nairobi and Amsterdam. It's clear you went through an exhausting and unnecessarily complicated travel ordeal, and your feedback highlights several critical areas that both Kenya Airways and KLM would do well to seriously reflect on. Kenya Airways (KQ) showed mixed performance: while your initial flight from Kigali was decent and the onboard service met expectations, the chaos that followed due to the missed connection in Nairobi revealed major flaws in their contingency planning and customer service. The lack of clear communication, delayed rebooking, and inadequate support (like the delayed hotel confirmation and re-routing confusion) all contributed to an unacceptable level of stress, especially for a frequent flyer. That your luggage didn’t follow you — despite the rebooking and being part of the same alliance — adds to the mishandling. Your experience in Nairobi's Prime Lounge, though initially a welcome respite, was overshadowed by long waits and poor information flow. KQ eventually got you to Bangkok, but via a much longer and disruptive route, and the fact that your luggage only caught up the next day—requiring extra coordination on your part—made the resolution feel more like a temporary patch than real support. As for KLM, your description paints a stark picture of an airline with declining service standards. The discomfort caused by poor catering, minimal drink rounds, indifferent or outright rude staff, and lack of elite recognition stands in sharp contrast to what is expected from a premium SkyTeam partner. Your comparison to Kenya Airways and Air France suggests KLM has drifted well below alliance standards, especially on long-haul flights. It’s evident that the onboard experience with KQ and Vietnam Airlines was far superior in terms of attention to detail, food quality, and staff warmth—even if the overall journey was marred by administrative failures and disorganization. Your experience is an important reminder of how airlines must balance operational efficiency with passenger care — especially when things go wrong. Would you consider continuing with SkyTeam given this experience, or has it changed your view on loyalty programs and alliances?
"Kenya Airways"
That's great to hear—sounds like your first experience with Kenya Airways went smoothly overall! Reliable communication and friendly service can really set the tone for a positive journey.
Kenya Airways
Kenya Airways Ltd., the flag carrier airline of Kenya, was founded in 1977 following the dissolution of East African Airways. The airline's headquarters are in Embakasi, Nairobi, and its hub is located at Jomo Kenyatta International Airport. Initially owned by the Government of Kenya, the airline was privatized in 1996, becoming the first African flag carrier to successfully do so. Kenya Airways is now a public-private partnership, with the Government of Kenya holding the largest share (48.9%), followed by KQ Lenders Company 2017 Ltd. (38.1%), a consortium of banks, and KLM (7.8%). Private investors own the remaining shares, and the airline's shares are listed on the Nairobi Stock Exchange, the Dar es Salaam Stock Exchange, and the Uganda Securities Exchange.
Address
Airport North Road, Embakasi, P.O. Box 19002 – 00501, Nairobi Kenya
Website
https://www.kenya-airways.com/
Email
[email protected]
Telephone
+254 734 104 747