Kenya Airways Reviews 

No Support or Compassion from Kenya Airways During a Family Bereavement

I am absolutely disgusted by Kenya Airways’ lack of policy and compassion when it comes to supporting customers dealing with bereavement.

While travelling through Africa, I received the devastating news that my father had passed away. I needed to cut my trip short and contacted both the travel agent and Kenya Airways directly in the hope of rearranging or receiving some flexibility around my ticket.

Kenya Airways’ response was nothing short of cold and bureaucratic. Instead of offering assistance, they repeatedly deflected responsibility back to the agent. There was no effort to engage with my situation, no gesture of empathy, and certainly no policy that took bereavement into account in any meaningful way.

In such a deeply emotional and difficult moment, I was met with corporate indifference and zero accountability. For a national airline, I expected far better. This experience has left me with a bitter sense of how little Kenya Airways cares for its customers when they need support the most.

T.E

I flew Kenyan Airways flight KQ 497 to Nairobi and KQ 532 to Lagos and I must say that this was the best flight I have taken. The 737-800 had fantastic in-flight entertainment.
The crew were super friendly, very commutative, nice , generous and professional. The food is super cool, and the whole team were just fantastic.
Our baggage were handled with utmost care,even the Pilot landing was like hot rod sliding through butter, so smooth.

This is just not a one off,.even my 2019 flight was same with Kenyan Airway.

The in-flight announcement was so clear, the crew were not talking like they were asked to speak 1million words in 1 minute. They spoke at a normal tone, clear and succinct.

Ive flown several Airline but Kenyan Airways is high there.

Thanks for being the best .

They should not be allowed to fly internationally. They're incapable of minimal international standards. You never know where your bags are, they cancel and Change international flights more often than Uber drivers.
Flights sometimes leave 20 Min earlier with ultra stressful last minute calls, sometimes late with ultra stressful last minute calls. Every official has his rules.

Hardly worth me reviewing as see they already have one of the lowest scores ever. Pros slightly cheaper than BA and allowed 2 cases which is worth money.If you like alcohol they are generous.Cons awful food.Worst of all they shut book in desks at Heathrow very sharpish and disappear with no help desk and if you find a member of ground staff they lie or give misleading information. They rarely respond to complaints, even if the CAA write to them.So many airlines including BA and Virgin are signed up to the Alternative Dispute Resolution but not Kenya Airways and I wonder why!

My wife was treated badly homeward bound checking in at capetown. In spite of travelling business class, she was not allowed the nr of luggage pieces as was granted based on her frequent flyer status on the outward bound flight. When my wife mentioned this, she was accused of making a fraudulent statement. An additional 200 dollars were charged.
In return home we pur in a complaint. Only after several reminders we got a response that an answer would be given within a week. Much later we got a response that the complaint (with registration nr mentioned) was lost. After a total of 3 months we are still waiting for a response.
In the mean time we have avoided flying Kenya Airways again.

Flying from Entebbe to Malawi, we were late by 24 hours. We missed a hotel booking on the night we were due to arrive.
On the way back from Malawi to Entebbe, we arrived at LLW to find the airport closed. The flight had been cancelled, with no notification by Kenya Airways.
On arrival in Nairobi the connecting flight was cancelled, thus we had an extra 4.5 hours wait, which we were only told about at the time of the expected flight. The total delay on this journey was 23 hours. KQ staff in Nairobi do not seem to be concerned about these delays as they have probably seen it all before.

I recently flew with Kenya Airways from Lagos to Heathrow on April 28th/29th, and I must say, it was a fantastic experience overall!

While there was a slight delay on the first leg of my journey, I was kept well-informed throughout the process, which made the wait much more manageable.

The business lounge was fully stocked, had a great selection of food and drinks and met all my needs. The stewarding teams aboard were fantastic—attentive, friendly, and professional. I was very well looked after.

The check-in process was smooth, with my luggage arriving safely at my destination. The facilities on board were good, and added to my overall comfort on my journey.

I highly recommend Kenya Airways for anyone looking to travel. Their commitment to customer service and comfort truly sets them apart!

Originally I was flying on May 1st at 22:30 from capetown to London, this trip was a total 15.75h including the 3h layover in Kenya. Recently, my flight got moved to the following day with no explanation and when you try to contact the company they do not respond. Furthermore, my new flight is a total of 26h with an 11 hour wait in Kenya. If you want to change your flight it costs a minimum of £350,however, to get a decent flight that's not 30h+ you need to spend around £600! DISGUTING airline.

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.