I am extremely appalled at the lack of customer service and extreme inefficiencies of Kenya Airways. They create problems without having a way to fix them. My flight through Kenya airways from NBO to SEZ was originally supposed to depart at 12:45pm. Now it’s 2pm and they are saying that my flight from NBO to SEZ is leaving at 17:00 or 5pm. This flight takes at least 3 hours.  The problem is that I booked another flight through Air Seychelles from Mahe Island (SEZ) to Praslin (PRI) that departs at 18:50 or 6:50pm. I checked in for my flight on AirSeychelles on my phone when I landed at NBO. I checked in before Kenya airways told me that my flight would be delayed by 5 hours. As a result of Kenya Airways delay, I am missing a flight that I paid for separately, and essentially Kenya Airways is saying that I will be responsible for the fees involved with missing my Seychelles flight. That includes a no show fee, a rebooking fee and change of reservation fee. So I’m looking at spending an additional $100+ US dollars because Kenya Airways’ flight was delayed almost 5 hours. And Kenya Airways has given me no solution but for me to pay the extra fees and just deal with it.

In addition, if I can’t get a flight in time, I’m losing the cost of accommodation for my first night which is in Praslin.

The women at the customer service desk were even more rude. They began looking at us, passing notes and talking in their language, Looking at us again, and then laughing. I don’t see how our distress caused by your airline is a laughing matter. So long as I can help it, I will never fly Kenya Airways again. And unless they are able to resolve this issue, I would recommend that others avoid Kenya Airways at all costs.

I put my name in the hat for the last minute upgrade and was pleased that it my offer was accepted .
check in at ORT was a breeze and the lounge used by KQ is fair and as I later found out on my return leg way better then the KQ lounge in Nairobi.
We were delayed by 20 minutes due to a technical fault with the luggage belts at ORT ( Not a KQ fault!)
But eventually left and service commenced.
Lunch was a rather simple affair and it is sad that the service has been downscaled that much with regards to the meal offering.
The crew was fine and fairly attentive throughout the flight. The 787-9 used was in a neat appearance and kept up well.

Inflight entertainment was pretty poor but for a 4 hour flight it did the trick.
Arrival in NBO was a night mare as premium passengers waited for nearly 50 minutes to get their luggage and only after Economy was offloaded, no apology from the airline and NO ground handling staff present at their own home terminal which was rather poor in my humble view.
However all in all I do enjoy KQ s ethereally try but wish they would polish off the service and on the ground experience a bit more and they be able to give both SAA and Ethiopian a run for their money.

Service could be better
Sadly they let business class board LAST
Price is great , that is all!
Else it is a struggle!

At first, i was a bit skeptical due to some negative reviews. However, my experience was fantastic. Everyone was super friendly and professional and the flight was very comfortable. Very decent food and the washrooms were quite clean.

I was scheduled to facilitate training for the World Bank in Zambia between January 25th 2020 and 29th. Whilst I was preparing to depart for Zambia I got an urgent request to facilitate another training for the UN IOM Kenya office that was scheduled to start on January 30th from 09.00hrs in Naivasha, which after consultation with my Team, I flatly declined. Then I decided to look for early flights from Lusaka to Nairobi and when I saw one scheduled to depart Lusalka at 02.10hrs to arrive in Nairobi shortly before 06.00hrs I decided to try it. When I floated the idea to my Team, they totally declined terming it suicidal, and they justified it with all sorts of scary stories about KQ being late, cancelling flights and not being reliable. Gosh! I was terrified and convinced that it was suicidal. I prayed over it and decided to take a major risk, which if backfired I was going to not only loose a major reputable client, but also loose my reputation and would even have to end up in Court for breach of contract. It was such a major risk, but I decided to take it anyway and put all my faith on Kenya Airways that I have been flying on for so so many years and had been lucky to have only experienced only two delays. On January 25th at 23:00hrs I took flight KQ 726 seating on my favorite seat 33A at the rear end of the cabin near the wash rooms I hate walking down the aisle from the front to the washrooms. KQ flight 726 departed on schedule with no delay and I took that as a good sign and a good start for by busy super tight itinerary. Got into Lusaka on schedule a night at The Taj Pamodzi departed for Lake Kariba Inns the following day facilitated my training, departed from Kariba on the afternoon of the 29th stayed at the Southern Sun Ridgeway left for the airport at midnight and my heart was beating so fast worrying that this was where it could go so badly wrong if Kenya Airways did not keep time. To my delight KQ 727 Nairobi bound was on time departing at precisely 02.10hrs and arriving in Nairobi almost 10mins earlier than scheduled. My driver to Naivasha was thrilled, and before traffic could build up along the busy Mombasa Road highway, we were on our way along the Southern bypass, arriving at the Great Rift in Naivasha at 08.33hrs. My clients found me completely rested and set for their training. Those among them who knew that I had traveled from Lusaka that same morning could not believe how relaxed I looked. Kudos! Kenya Airways you came through for me at such a critical moment. I chose to trust you literary with my life and you did not disappoint.