Kenya Airways Reviews 

Diabolically awful. I have been let down so many times by this airline I have promised on my grandparents graves never to make the grave error of entrusting any element of any travel I shall ever again conduct to this buffoon of an airline. They are my single most despised company globally taking no responsibility at all for their endless mess of management. I am not a religious man, but before bed every night I do pray to Saint Christopher, that Kenya Airways end their blight on what is otherwise one of the finest countries on earth. Kenya Airways are nothing short of criminal and I could not recommend more total avoidance, even if it costs you £500 more, that is likely to be a saving over their cancelling your flight and giving zero compensation or alternative.

Poor very poor first problem we could check in up to 4 bags at 23 kg I only checked 3 2 under 15 kg 1 was a little bit over 23 they charged us a extra 50 USD they wouldn't combine the weight every airline I have flown on combine the weight second had a delay no info given just kept saying will be soon find a different airline or even a camel would be better

Gutted.

Our flight was cancelled, so I called the call center.

The itinerary discussed with the agent over the phone did not match the itinerary on our new tickets. As a result, we had to cancel our own flights in order to retrieve our luggage from the hold. We then had to pay out of pocket for a hotel, meals, and an alternative flight.

I have been trying to reach the airline through the complaints portal. The first response took a while, but they were initially empathetic and responsive. However, after I sent a follow-up email, the case was closed without any notification or final decision.

I travelled with Kenya Airways under reservation PEQANT from Mauritius to London (15–16 June) and it was one of the worst airline experiences I’ve had.

On one flight, water was dripping directly onto my seat for much of the journey. On the return leg from Nairobi to London, my entertainment screen didn’t work. I informed the crew; they restarted the system but it made no difference. I wasn’t moved or offered any alternative.

I was also given the wrong seat without explanation, despite having booked in advance. My transit through Nairobi was chaotic — landing at midnight but not getting a hotel room until 3:30am, only to be picked up again at 6am. Two flights were changed without warning or email notification, forcing me to take emergency leave from work and lose a day’s wages.

Staff at the transfer desk were dismissive, unhelpful, and showed little concern for passengers. The overall lack of communication, poor onboard conditions, and disregard for customers was shocking.

This trip was stressful, uncomfortable, and financially costly. Based on my experience, I strongly advise avoiding Kenya Airways if you value reliability, customer care, and basic service standards.

Avoid this airline.

My flight was on 21st of July 2025 few passengers showed up it wasn't fully booked they gave us excuses after excuses untill they finally cancelled the flight with no explanation we slept at cold airport in harare we were later arranged flight to uk with Emirates Airlines the following day 22nd no apologies or taking us to hotel we slept in the cold

Kenya Airways cancelled my flight… I missed my onward flight to Oslo… I couldn’t get hold of any Kenya Airways agent… no support at all.”
poor service

They rescheduled flights numerous time while away, customer support is atrocious, almost non-existent.

I cannot explain to you how awful this airline is, you'll only know if you experience it and i hope you never have to. Ruined our trip.

Don't go here. PLEASE.

Experience was worse than a budget airline! Paid way too much and got placed in seats that would not recline without any notice for a 6 hour flight! Could not sleep and felt sick by the time we landed! Asked to move to emergency aisle directly behind us that was completely empty and was told that we could not move there due to other people paying more for these seats! No Coke Zero either and after travelling East Africa with remote places offering Coke Zero was disappointed with this also !

⭐ 1 Star (only because I can’t leave zero)

I’ve never encountered a more disorganized, unresponsive, and unapologetic airline than Kenya Airways.

Our nightmare began with a missed connection in Charlotte. We were rebooked on Kenya Airways Flight 5 out of JFK the next day—only to arrive and find no Kenya Airways staff anywhere. No texts. No emails. No calls. The flight was canceled and no one, including American Airlines, knew what was going on.

We were rebooked without our consent on another flight—again, zero communication. When we returned the next day, the check-in was total chaos. I had to retrieve and check in my own bags without help. And even after personally placing my luggage on the belt, it never arrived in Nairobi.

Where was it? Still sitting at JFK. I know this because I tracked it myself with an Apple AirTag. I told Kenya Airways exactly where it was. They did nothing. It sat there for five more departing flights before they sent it.

When it finally reached Nairobi, it sat another 3.5 days in storage. I was told it was out for delivery—it wasn’t. I had to pay $100 out of pocket to have someone retrieve it personally.

I spent 9 days in Africa with no luggage, wearing the same clothes, on a mission trip. I called customer service twice daily and never got through—just endless hold times, disconnections, and silence.

🔴 No communication
🔴 No accountability
🔴 No support
🔴 No apology

I’m part of a large, active NGO that brings thousands of dollars annually in group travel to Africa. Kenya Airways has not only lost my trust, but likely the future business of our entire network.

I am demanding:

A full explanation of what happened

Compensation for expenses and disruption

A formal written apology

Kenya Airways claims to be “The Pride of Africa.” After this disaster, I can confidently say it is the most careless, unaccountable airline I’ve ever dealt with.

Do better.

They charged me $2100 just because I missed my flight from Mombasa to Nairobi. They are very money-hungry. They seem to be waiting for the opportunity and mistake to exploit people. I'm very sad. Imagine how sad it is. The flight I missed was from Mombasa to Nairobi. They charged me $2100 for this mistake.

They changed our flight so we can't make it. We paid more than 6.000 euro's and they aren't able to tell us if it will be refunded, customer service is the baddest I;ve ever experience. They will take up to two (2) months before refunding (if they will). Never again will I fly with this joke of an airline.

Probably the worst airline service I have ever experienced in 25 years of travel. Bought a return London Heathrow to Harare, Zimbabwe. We got delayed by more than 4 hours. When I eventually reached final destination my 2 checked in suitcases locks had been broken. I sent a complaint and compensation and have not heard a word back! As I speak my flight will now land 12hrs later plus I’ll incur charges and turn up to work without sleep and also no shops to buy sanitary pads. It’s been an absolute mess.

It's the worst company that can exist. There are constantly flight delays, constantly suitcase problems that does not arrive at the destination. Indeed, we haven't had a suitcase for a week because they didn't leave with us. Neither cabin suitcase nor hold suitcase. I am not an isolated case at all this happens to all the people who take this company towards the Comoros. We find ourselves today with nothing. This is unacceptable and this is not the first time it has happened to us. I do not recommend this company in any way and this for any destination.
C’est la pire compagnie qu’il puisse exister. Il y a constamment des retards de vol, constamment des problèmes de valise qui n’arrive pas à destination. En effet cela fait une semaine que nous avons pas de valise parce qu’elle ne sont pas partis avec nous. Ni valise cabine ni valise de soute.Je ne suis pas un cas isolé du tout cela arrive à toute les personnes qui prennent cette compagnie en direction des Comores. Nous nous retrouvons aujourd’hui sans rien.Cela est inacceptable et ce n’est pas la première fois que ça nous arrive.Je ne recommande en aucun cas cette compagnie et cela pour aucune destination.

I’ve been chasing Kenya Airways since November 2024 for reimbursement for damaged luggage for both me and my wife. Despite multiple confirmations from their customer service that the refund would be processed, nothing has been done to this day.

Their service is unavailable, unreachable, and completely unreliable. It’s impossible to get clear answers or follow-up, and every time we contact them, we’re just told to wait — again.

This airline is not serious at all when it comes to after-sales service or handling claims. Honestly, avoid this company at all costs. They are not professional, and I do not recommend them.

Honestly speaking I had an issue with my ticket being cancelled and the fact that I paid for 250$ for rescheduled and they still cancelled but I went to speak with their duty officer in Dubai this guy is very understanding ( RAMY A HUSSEIN ) he fixed it for me and one of my friend ! He’s the best I can’t lie

Overbooked flights, cancellations, we flew from London overnight to be told our next flight is overbooked. We got sent to Addis to catch another flight which was also overbooked. Now stuck in Addis. The management/administrative arm of this airline is completely incompetent which is a real shame because the crew onboard are wonderful.

I booked a return flight to Johanesburg from UK with Kenya Airways.
Below is the explanation and email I sent them after being sent back to UK from Kenya transfer.
They have refused to refund me my flight cost of £896.01 and although I have used an intermediary to push them to refund me they haven’t.

Hi
I have spoken to your call centre.
I booked a flight online via your airlines from UK to Johannesburg. I was stopped in Kenya and Johannesburg immigration would not allow me entry.
I have been in Johannesburg since January last year and I paid an agent and went to VFS offices in Pretoria to get an extension which I was granted. I then used same agent to apply for a waiver while I awaited go ahead to apply for a retirement permit.
I checked with agent I am ok to fly to UK, he assured me I was as long as I showed my waiver with passport.
I was stopped by immigration out of Johannesburg and issued a form. I sent it to the agent to deal with. I contacted him to ask if he dealt with and he said he was waiting to hear back. When I said I'm going back to Johannesburg he says he needs payment again to check if waiver on the system. He then asking me for more money to check this, I said what if it's not there, he said he had another call. I've been told by another agent the waiver is never on the system!
I paid the agent twice and went to VFS twice to ensure I have the right to stay and travel.
I brought a return ticket and extra baggage with your airlines expecting to come back to UK with all my things as I decided I cannot retire to Johannesburg after all.
I'm 60 year old woman with health conditions who has kept her accommodation in Johannesburg expecting to go back so I've been paying for it.
I never expected to be stopped on route to Johannesburg and I am requesting all my flight money back given the traumatic experience.
I landed in Kenya 5.30 am and had to wait around under stress and anxiety until 1.15 amfor a flight back to UK.
I suffer with multiple health conditions that have affected me. I'm exhausted, anxious, stressed, disappointed as I feel the system has failed me.
I would appreciate a full refund please. Something was flagged at Heathrow airport when I went to check in to fly to Johannesburg but a supervisor must have bypassed it and said I'll get my boarding pass in Kenya. I thought nothing of it until now. I should not have been allowed on the plane if they suspected I may not be allowed to my destination of Johannesburg.
I would like a full refund please.
Look forward to your response.
Regards
Their response:

Thank you for your communication but as earlier advised .

As an airline, before boarding our passengers, we are required to perform due diligence first to make sure they meet the minimum criteria set by the authorities in the destination country. When entry documents are not in order, it can cause indefinite delays for a passenger at the point of entry, and a heavy fine for the airline with which the passenger has arrived. In this case, we note that you were not able to travel to Johannesburg due to a lack of boarding clearance by South African immigration.

In such circumstances the airline is not liable for any expenses incurred by passengers when they fail to meet the minimum requirements. This is as stipulated in our conditions of carriage that the responsibility to comply with entry regulations lies with a passenger.

It is our hope that you understand our position in this matter.

Sincerely,
Margaret Gathuru

My response:
Good morning.
My papers were in order. My documents were in order. I had a right to travel. I had extension and a waiver to my passport which I had received from VFS offices in Johannesburg. I expect to get a full refund for my flight and baggage allowance. Please look into this as I paid £896.01 for this flight and cannot be expected to not receive a refund when I did not complete the flight.

i had booked one-way ticket from zanzibar to nairobi. i periodically check flights- but on this occasion it appeared they moved our flight from the monday to a tuesday date. By this rebooking we would have missed our flight back home.
i called the airlines and inquired as to why i was not notified- i was told because i bought a basic ticket that they do not notify per policy.
As of now = i have to rebook at a higher cost- i was told by the New York representative that if the ticket is now 200 or 2,000 it was my choice. Even Spirit airlines will ALWAYS notify if there is a flight change.

Horrible Experience with Kenya Airways – Lost Time, Money, and Even Our Bags
I recently traveled to Kenya with our elderly parents, and choosing Kenya Airways was the biggest mistake of the entire trip.

Our outbound flight from Mumbai to Nairobi on 27th June was originally scheduled for 2:30 AM, but was rescheduled twice — first to 6:00 AM, then again to 8:00 AM — all at the last minute. We had no choice but to book a hotel room in Mumbai at our own expense just to wait out the delays.

Because of the late arrival in Nairobi, we missed an entire day of our safari in Amboseli National Park, which was a major part of our itinerary and non-refundable.

It didn’t get better on the way back.

Our return flight from Nairobi to Mumbai on 7th July, scheduled for 4:45 PM, was delayed until 9:15 PM.
— we were forced to pay out of pocket for a lounge just to sit comfortably.

The delay caused us to miss our connecting flight from Mumbai to Goa, and we had to purchase new tickets for all three of us. The only available flight landed in Mopa airport, 60 km away from our home, and we had to spend even more on a long cab ride back.

To make matters worse, when we finally reached Mumbai we were all in for a shock. our checked-in luggage — 3 bags filled with gifts and souvenirs for our loved ones — had not arrived . And we got to know from a trusted source that there is a huge back log of baggages. The entire experience has been exhausting, expensive, and deeply disappointing