Kenya Airways Reviews 

They cancelled our flight from Malawi back to UK and put us on a flight the next day with a journey time of about 23 hours rather than the 18 hours duration we had originally booked. No compensation to cover the extra accommodation needed for myself and 3 other family members as flight cancelled was Lilongwe-Nairobi leg. No reply to the complaint I submitted.

DO NOT FLY WITH KENYA AIRWAYS

Delayed flights, miserable staff. Told that the tickets I bought for extra legroom couldn’t be used as we had a child with us. 5ft 10 14 year old!! Wouldn’t refund and told I had to claim on line. 3 months later I have not had a response to 3 emails I sent. A total con to get more money out of us.

We flew with Kenya airlines in October 2024 and our flight was delayed over three hours at the airlines fault, which means we are entitled to compensation. We immediately made contact to request this and some months later (end of February 2025) they accepted and provided forms for us to process the payment. However, once submitted I was told the case had been closed and I would have to re-applu for case to be resolved. It is approaching 6 months since we flew and we are still waiting for this to be resolved, it feels like they are playing a corrupt game to delay time until we are no longer in a the time period when claims are offered

Worst experience.

Apparently this airline is the 'Pride of Africa'! Well the Pride of Africa was 3.5 hours late taking off to Nairobi from London. We missed our connecting flight and we eventually landed at our hotel in Kilimanjaro 36 hours after we left the UK.

They managed to damage three out of our four bags, they only want to compensate us for one of those. They also denied we had a claim under EU261. Their customer care team told us we had no claim after two months of waiting for a response. We wrote back and told them we did have a claim, they replied weeks later by saying 'EU261 is for delays between 3-4 hours.. so no payment was due', this is entirely wrong!

So we sent them the EU261 wording, which clearly states that it applies to delays over 3 hours that originate from the UK. They were entirely silent until we included the Civil Aviation Authority and then the tune changed! We are entitled to a refund of £520 per passenger!!!!

Three weeks on and over five months since we started the claim Kenya Airways has failed to make payment for the delay and the baggage. A letter to their CEO doesn't appear to be receiving any response and all im doing now is asking the Civil Aviation Authority to investigate their conduct! Let's wait and see if Kenya Airways decides to respond.....

If you are flying Business Class then pick another airline, you get what you pay for and this airline doesn't give a damn once they have your money!

On an indirect flight from Mauritus to London. Delayed for a day and a half. We were notified about 3 hours before takeoff so I was already at the airport.

No compensation.

I contacted customer support but they replied about 3 months later.

Kenya Airways changed our flight one week before travel. Cost us money to stay in accommodations in Kigali. Checked bag was spotted at departure gate going to Entebbe, I was going to Nairobi and when I questioned why they told me I hadn't checked it in! On flight food had a bone and piece of plastic in. Good job I wasn't a child could have been a serious incident. Written to KA who basically couldn't care less, they are looking into it! I have photos to prove.

The worst airline you can have. 1st leg to Lagos the pilot couldnt land the plane, he had to initiate go around manoeuvre twice. There after flew over to the neighbouring country where we were detained for 6 hours, kids fainted, people missed connecting flights and everyone was left starving. The conditions were inhumane!!

Few days after on the return leg to South Africa from Kenya, the pilot flew for 2 hours (out of 4 hour scheduled flight) then was told to go back to Nairobi due to “technical issues”. Landed back at Nairobi by midnight, again people missed their connecting flights in South Africa, business appointments, etc. These officials had the guts to tell us we need to sort ourselves out, no care, no remorse, no refund, no providing of accommodation, we were told to sleep on the benches until 7am. Utter disgrace

Do not use Kenya Airways.

I was traveling for work and I was delayed 24 hours. There was a technical issue with the plane. They asked us to find a hotel, food and transport ourselves very late in the night - and had offered nothing during the long wait.

I had to pay for my own hotel and food during the 24 hour delay.

Hopefully, I am now getting help to run a lawsuit against them along with other customers who have experienced the same.

Delayed flight, delayed and damaged luggage, and dismissive and negligent customer service. We settled on an amount for my delayed and damaged luggage, only for them to then ignore me for a month + and not send the compensation. Imagine breaking someone's property and not paying for it? They are the worst! Don't fall for the attractive low prices. You'll just pay for it one way or another.

KenyaAirways 👎❌😡 lost my luggages, no info for 5 days, and when somehow they reappear, again 0 response regarding a fair first necessity compensation.

I trusted them as they were part of Skyteam, DON'T DO THE SAME MISTAKE.

Flights cancelled, no information nowhere, loss of booked hotel nights and car rental. And no feedback, no excuse, nothing. Worst company in the world.

Awful!
I booked a flight with Kenya Airways which had a 3.5 hour stopover in Nairobi. They cancelled my onward flight, leaving me with a 16 hour stopover. Two days later they cancelled again and I now have a 40 hour stopover (two nights).

They even refuse to confirm that they will provide accommodation.

Dreadful way to treat a customer. I won’t be using them again.

Worst airline I will never in my life book with this airline. Very unprofessional

Don’t expect to get the seat and service you paid extra for. Don’t expect to be offered anything at all for the first two hours.

If you value your time, money, and sanity, stay far away from Kenya Airways. My recent experience with this airline was a complete disaster from start to finish, showcasing their utter incompetence, deceitful practices, and disregard for customers.
We had a flight booked from Tanzania to Burundi. Arriving three hours early for check-in (as recommended), we were greeted with the news that the flight was overbooked—yes, OVERBOOKED—and we, along with 25 other passengers, were denied boarding. This wasn’t just an isolated error; it was blatant mismanagement. They knew the flight was overbooked and let passengers arrive at the airport only to humiliate and abandon us.
They “kindly” offered to organize a hotel and promised to get us to our destination as soon as possible, even claiming they would explore free spots on other airlines. What a blatant LIE. Instead, they handed us tickets for a flight TWO DAYS LATER. TWO DAYS of being stranded because of their sheer incompetence and failure to manage bookings.
Their customer service is an unreachable black hole—slow, unresponsive, and absolutely useless. Phone lines? Impossible to reach. Emails? Ignored. Questions? Brushed aside. Accountability? None whatsoever. Their representatives displayed no empathy, no urgency, and no professionalism. It’s like dealing with a wall that doesn't care.
As a result of their incompetence, I missed another connection flight. I applied for a refund for this additional mess, and guess what? Radio silence. Not a single word, acknowledgment, or apology.
When our rescheduled flight finally departed (two days late), the second leg was delayed by several hours. Communication at the airport was nonexistent, and passengers were left to fend for themselves, confused and frustrated. To make matters worse, I spoke with other passengers who were stranded by Kenya Airways on their inbound flights from Europe to Tanzania—some for as long as THREE DAYS. This airline is clearly a disaster at every level, with a complete lack of operational competence or customer care.
This experience was not just bad; it was abysmal. Kenya Airways is a company that does not deserve customers, and I will avoid them at all costs in the future. Their incompetence cost me time, money, and peace of mind, and their arrogance in ignoring customer complaints seals the deal. If you’re considering flying with them, do yourself a favor: DON’T.

We had a travel from Warsaw to Zanzibar in December and in February back. After horrible reviews, we were ready for everything) But eventually it was not so bad! Only 1h delay we experienced in Nairobi on the way to. Rest of the flights were on time. We didn’t risk to take our sport equipment with us, because we knew that they can charge for it : their online policy about kitesurfing equipment is vague, and in the letters we didn’t receive any normal response- just some standard reply. Planes though are quite big and comfortable, food is average, service on the flight - ok. The only thing - our flight back got cancelled and we didn’t receive any letter about it. So be ready to check your flight 7days before to make sure it happens as planned. And better prepare that it can be shifted 1-2days later/earlier. Luckily we could change it online without any problems. But eventually on the check in it turned out that we have only booking and no new ticket, so the check-in lady had to fix it through their contact center. Somehow she managed to do it in 15min. But guyz. If you wanna call them - NO CHANCE to get in contact with their contact center- it’s just unavailable any number you dial or even off you write to their WhatsApp. The only way is emails, which takes couple of days to get an answer.

Conclusion: better than expected, but be ready for the off-moments.

Always changing the flights and no service by conneting flights.
Worst airline ever

Yet again brilliant experience. Customer relations on email were quick to respond to queries. Slight delay on 1 flight but timely notifications through messages and on my app. I write as I find. I think it sad people only write reports when something goes wrong. However I will write for both.
I flew business for the first time. I would recommend 2 veggie options on the menu as I did not like what was on offer. Fortunately I was not hungry. Loved the flatbed, soft blankets and pillows. I slept most of the time.

Scammers
Don't even try to book with this airline I booked with them complicated my case and left me in johannesburg but the worst of all was the insults from their staff at the airport. It's a shame I urge them to close if they can't be humane