Great experience on my way to Paris. There was great internet on board and on return unfortunately the facility was not available. Service consistency was lacking

Flyied from Amsterdam to Nairobi. Very old plane. Night flight so there was not that much service. Business class looked very old fashioned and I would have felt sorry is I had payed 1000€ extra for that.

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!