Kenya Airways Reviews 

I am writing to express my dissatisfaction with my recent experience with Kenya Airways during my travel on October 8th and 9th, 2025. I was a passenger on flight BA 7761 from Zanzibar to Nairobi, which was delayed by 45 minutes due to a technical fault. Unfortunately, this delay resulted in my partner and I missing the connecting flight BA 64 from Nairobi to London, scheduled to depart at 11:10 PM.

What was particularly disheartening was the lack of communication regarding the delay and the absence of support provided to myself and the other 26 passengers affected. I believe there were mitigation actions that could have been implemented to facilitate a smoother transition to our connecting flight:

1. Communication Between Airlines: It appears there was a lack of effective communication between Kenya Airways and British Airways (who have a codeshare agreement and alliance) regarding the delay. The connection was tight, as your flight BA 7761 arrived in Nairobi at 10:40 PM. However, the time required to disembark, wait for the shuttle bus, and pass through security resulted in our inability to board. Better coordination and communication may have alleviated this situation.

2. Support from Ground Staff: The attitude of the Kenyan Airways personnel on the ground was disappointing. Instead of being understanding and supportive, we were met with indifference, lack of organization, and chaos. The three-hour wait to rebook our tickets and secure visas for the next flight on October 9th was frustrating. Despite the circumstances being out of our control, there were no apologies offered, often eye-rolling from the staff, which further exacerbated the situation.

Moreover, we were provided with only one small bottle of water during this lengthy ordeal and received no food despite the extended wait. While hotel accommodation was offered due to the distance from the airport, it was impractical to go to the hotel and return in time for our 9 AM flight. We inquired about using the airline lounge but were informed there would be an $85 charge per person (which my partner and I paid out) despite the circumstances stemming from Kenya Airways.

Additionally, we were led to expect a heightened experience as we traveled during the "Happy Customer Week" promotion. Unfortunately, this sentiment was not felt by myself or my fellow passengers. Instead of a smooth and enjoyable experience, we encountered significant issues that contradicted this promise of exceptional service and customer care.

Furthermore, the seating arrangements given to us on the new flight on October 9th were disappointing, when an opportunity to turn our experience around (we noted a number of better available seats) was not put in place. This added to the overall negative experience.

As an airline that positions itself as the Pride of Africa, I hope that my feedback can contribute to improving the customer experience in the future

I am writing to formally express my concern regarding a recent travel experience involving my niece, whose ticket to Tel Aviv was booked through Lastminute.com with KLM. The itinerary included a Kenya Airways flight from JKIA to Amsterdam, followed by a connecting flight to Israel.

Upon arrival at JKIA, my niece successfully checked in her luggage and proceeded to the waiting area. However, she was unexpectedly denied boarding on the Kenya Airways flight to Amsterdam. The airline staff questioned the choice of booking through KLM instead of opting for a direct flight to Tel Aviv, despite the fact that no direct flights from Kenya to Israel are available. My niece presented a valid visa for Israel and a supporting letter from the university she was to attend.

The Kenya Airways representative insisted on consulting with KLM, who subsequently decided to deny her boarding. The rationale provided was a speculative concern that she might not continue her journey to Israel and instead seek asylum in Amsterdam. This decision appears to be based on discriminatory and stereotypical assumptions rather than an objective assessment of her travel documentation and intent.

As a result, my niece was forced to return home, and we had to urgently purchase a new ticket with a different airline at a significantly higher cost. This situation caused considerable distress and financial burden, which could have been avoided had these concerns been addressed at the time of booking rather than at the airport.
I respectfully request a full refund of the original ticket due to the unjust denial of boarding and the resulting inconvenience and additional expenses incurred.

Thief they stole my Designer jacket front of me and never returned back to me

Worst airline we’ve ever flown. Delayed flight, upon delayed flight, upon delayed flight - causing us to miss all our connections - with absolutely no responsibility taken, and empty promises. Forcing everyone to sleep in the airports as no hotels or accommodation was offered. Anarchy leaving us to sort out on onward flights. Shocking customer service. Disgraceful.

I didn’t even think to read the reviews when I booked. But when my husband checked just better my trip, wow! We couldn’t believe what we were reading and it certainly made me dread my flight.
Lesson learnt, I thought and hopefully, I will be one of the small percentage that has a good experience (fingers crossed)
Honestly! I DID have a good experience, in fact, it was great!
Flight on time, check in easy, crew attentive, welcoming and helpful always with a smile. Seat was comfortable, entertainment just fine.
So here I am, giving them a raving review that is very much deserved.
Thank you Kenya Airways for a pleasant trip 😃

My husband and I flew with Kenya Airways and had an awful experience. Our checked baggage was lost, and despite numerous attempts to contact the airline, we keep being told to “wait another five days.”

It’s now been weeks since we arrived on the 20th of September, flying from Harare to the United Kingdom, and we still haven’t received our bag.

To make matters worse, we were not allowed to take our cabin bags on board, which meant most of our valuable items were in the checked luggage. The lack of urgency, care, and communication from Kenya Airways has been extremely disappointing.

This has been a horrible experience, and I would strongly advise others to avoid flying with Kenya Airways until they improve their baggage handling and customer service.

A simple name change on a flight I had already paid for wasn’t able to be actioned due to policy or not changing more than three letters on a flight manifest. Spoke to the London office and they agreed name change then forwarded all my details to a mailbox that was claimed to be too full and was unable to do anything. I would avoid this airline at all costs due to a stupid money grabbing policy that is not fit for purpose

What a terrible airline.
4 hour delay at Heathrow they claim was due to bad weather over Europe. Absolute lie as it was delayed for 2 hours before we got to the Airport, then sat on the plane waiting for a disabled passenger to be brought onto airline, then Pilot stating we had missed our slot.
Baggage then left in Nairobe on our return journey. Had to wait for it to be returned to us in 5 days.
The staff were friendly on both flights and food wasn't bad.
Seating not very comfortable.
I wouldn't travel with them again.

We sat on the plane for almost 4 hours before we were told to disembark due to technical difficulties. We were told to go to hotels organised by them but upon trying to check out, we were told we needed transit visas which we had to pay for but the offices responsible for those would not open until almost 2 hours later. I ended up paying $200 for my pregnant wife to get some rest at the airport spa alongside additional food costs and additional expenses related to rebooking ongoing travel arrangements. We have received no reimbursement for our additional costs. Worst airline experience I have had. Would give zero stars if I could

I booked a flight from London to Antananarivo, via Nairobi a few months back. A week later, they announced a 'schedule change' leaving me stranded in Nairobi an extra 10 HOURS = 17 hours all in all in an airport with nothing to do + it meant I would have arrived in Madagascar just 3 hours before starting a long road trip instead of 4pm the day before and having a good night's sleep first. So, needless to say, I refused to 'accept' the change and the only schedule they had that matched what I needed was 2 days earlier or 1 day later. 1 day later was too late so I had to go for 2 days earlier, but it meant taking unpaid leave and losing a LOT of money in the process (because they had cornered me and I had no annual leave left to play with). I didn't dare ask for a full refund in case I never got one !!!
So, I emailed Complaints to ask for compensation of *some* sort, either an upgrade or free access to their business lounge... or *something*... nothing back. I emailed 3 times to chase up. Nothing. I called today, spoke to a lady who said she would look into it and of course, no one called me back. I have flown with them for years and it's NEVER been that bad... I cannot imagine that they will stay in business for much longer, this kind of attitude is appalling. Africa at its worst, sadly... zero empathy and making you feel like they couldn't care less re-your problems. NEVER again will I fly with them now. The fact that they don't even read these comments and apologise speaks volume too !

TERRIBLE service and delayed luggage!! My wife and I had our honeymoon severely disrupted by Kenya airways who just cancelled the flight we were supposed to be on and provided us with an alternative that would have meant wasting a whole day waiting at the airport. In the end we were advised to fly via Mauritius as a stop over, adding approximately 6 hours to our trip. To add insult to injury they then managed to lose my bad and only got it back a few days later. We didn't get any offer of refund. Please avoid, absolutely terrible service - do not fly with Kenya airways!!!

Total waste of time trying to book with this airline. They promote discount codes none of which actually work, in particular Visa promotion currently (VISA100). Booking process takes ages and then at the end always to find out the discount code (meets all the requirements) does not work, even on bookings that say "VISA100" applied. They barely respond on WhatsApp and when they say they'll escalate and reply by email, they do not. For business class flights it's pointless spending that much money with them.

two hours of wait for an answer on their whatsapp support channel... awful service.

I have not flown with Kenya Airways yet, but so far it has been a NIGHTMARE trying to get hold of someone at their office in the Seychelles. I eventually had to take the trip to go to the office. This morning I tried to call but got to the local CID office, this is the number on the website. Booking online is more of a nightmare because when I eventually get the dates and a price, it won't let me pay online. Can somebody do something about the poor website and customer service

In July, two of our flights with Kenya Airways were cancelled. We submitted a complaint directly to the airline and despite multiple follow-ups via phone and email, we have not received any response. We are repeatedly assured that someone will return our calls, but no one ever does.

I usually run here when I get a bad experience. I’ve had trouble with my return flight from Dar to Dublin. I had to call Kenya Airways a couple of times my experience with dealing with airlines has been a nightmare specially British Airways Ryanair and all the rest Kenya Airways customer care is outstanding they might not be the biggest rated airline in the world but if you’re in trouble and your flight gets messed up, it is an instant fix polite understanding and caring and exactly what you need in an air line because travel air ports air lines are stress asante sana to all who work on the phones there

I had a confirmed ticket from Nairobi to Paris, but the night before my flight, the online check-in system put me on a “waitlist.” When I called Kenya Airways, I was told it was a system error and I would be checked in at the counter.

At the airport, I was told the flight was overbooked and I couldn’t travel. Out of eight passengers denied boarding, all were Kenyan citizens , which raises serious questions about fairness and transparency. Despite explaining I urgently needed to travel, I was left waiting for updates and had to keep following up myself.

After hours of delays and back-and-forth, I was offered a flight the following morning with hotel accommodation promised. But by 2:30 AM(my flight left at 11pm)there was still no hotel confirmation, no proper communication, and no apology. I left the airport exhausted, had to sort my own accommodation, and finally flew out the next day.

This was the worst travel experience I’ve ever had. Kenya Airways’ overbooking, poor communication, and lack of empathy are unacceptable. For an Airline that calls itself the pride of Africa, this was nothing short of a disgrace.

Horrible experience

Kenya Airways is one of the worst airways to travel. The customer service is garbage and they have made baggage policies just to fraudulently make money from their customers.
I was traveling from Kenya to Dubaj through Kenya Airways and had the worst flight experience in my life.
As per the airline policy I was allowed 2 bags of 23kgs each. I had one bag which was 25kgs and the staff (Agnes) @ JKIA airport said that the bag is 2 kgs over weight. I told them I am allowed upto 46 Kgs and I am just taking 25 kgs but they said they cannot allow more than 23 kgs in one bag and if I have to take the 25 kg bag I have to pay for the 2 kgs overweight, I got angry and called for the manager (Alexus) who was worse to deal with and rude as well and said if I have to take the 2kgs I have to put in another bag, I was luckily traveling with my wife so I was able to adjust the weight in her luggage.
I have travelled with multiple airlines and no airline will refuse you if the weight is within the baggage limit allowed specially for couple of kgs. This is the worst experience I have had with any airline and they just want to fraudulently make money from their clients.
I came to Kenya in Air Arabia with the same bag with the similar weight and had no issue what so over
Apart from the this the flight was delayed more than an hour and they don’t even update the passengers properly and the flight attendants are also worse to deal with, An attendant placed the hot chicken meal straight into my wife’s hands, causing them to burn her hand and having no sense of how to serve customers.
I would urge everyone to avoid Kenya Airways at all costs they are pathetic to deal with.

Disgusting service.
My flight was cancelled on the way, then it cancelled on the way home. What an ordeal. I had random messages that my flight was boarding on the wrong days. The information was unclear and misleading. They're the worst airline ever (aside from Turkish Airlines)

This company is an absolute joke. Our flight attendants as cancelled. I have been trying since to apply for flight compensation but no chance with them. Nowhere on their website you can do it. I sent an email to customer.relations but received an automated message saying to submit my request through their feedback link, which is not working. So not sure how to contact them now. But I will not give up.