We decided not to take our first flight from Nairobi to mombasa. We looked on the kenya airways website on how to notify of our absence or cancel our flight, but were told we could only cancel our full round trip or nothing at all, so we did not cancel. When we showed up for our return flight from Mombasa, we were told that our return tickets had been canceled without notification because we did not cancel our first flight (read above: not an actual option), that the flight was full, and that if we wanted a new flight we would be charged the cost of the new flight plus a change fee. We cut our losses and booked with a new airline.

To sum up:
1. Kenya airways lied to us about their no-show policy,
2. Cancelled our reservation without telling us (we asked, and this is their deliberate policy),
3. Tried to gouge us for even more money.

Thieves. Fraud. Stay away.

The airline was via Nairobi and the Nairobi to Mumbai flight was delayed over 2 hours. The food on board is average. The entertainment is also limited. Preferred the Ethiopian more than this. Airlines crew on board was good.

I missed my connection in Nairobi due to a slightly delay. From landning in Nairobi, customer service has been non-existent. Customer service is also impossible to get in touch with. I would recommend flying with other carriers which care about thier passengers when flying in Africa.

There were several instances were staff could have helped me catch my original flight (which I missed with 2 minutes and had to watch the bag be removed from the airplane) and several occasion where strict policy enforcement or lack of willingness made the involuntary layover unessesary painful.

This includes not making sure passengers with short transfers are transferred immediately to the security check at Nairobi (having to wait for whole plane deembarking) and not offering complementary uppgrades ( lounge, better seats) to passengers arriving more than 20 hours to late to their destinations due to their mistakes.

Flying with Kenyan Airways was like being on a reality show where the challenge was to survive the worst customer service imaginable. The flight attendants acted like they were doing us a favor by allowing us to board, with the level of indifference you'd expect from someone working their last shift. Asking for anything seemed to be a major inconvenience. However, there was a silver lining—food! It was like a delicious oasis in a desert of bad service. If only the cabin crew had a taste for hospitality as good as the food. If it was not for the food and trip advisor had the option, I literally rate it minus 0!! 💔💔 just thinking about my return flight with the same airline makes me want to break down and cry.

I booked a return flight from London to Mombasa with a connection at Nairobi. After the outward journey I realised that the connection time for the return was too short. They allowed only 1 hour between arrival and boarding which would require going through several security checks and immigration. the domestic flights are often delayed. I could not cancel or change the first leg even though I had a flexiticket because I had already made the outward journey, so I booked another earlier flight to avoid the risk of missing the connection. When I tried to check in in Nairobi I was told that I had to pay $496 because I had not used the booked flight from Mombasa. It felt like a deliberate scam. PNR WAS MOK8Y8