We experienced a delay of over 12 hours in which no assistance was provided. We incurred additional costs in our own capacity and the airline did say they will compensate us but have not done so. I have been following up for almost three weeks. The delay and service experienced made our experience with Kenya airways very miserable. I truly don’t think I’ll ever fly with them again based on this.

Very disappointing. I was warned about not flying with this airline because their service is so poor, but I chose to give them the benefit of the doubt. Worst decision. On departure from JHB to Nairobi I wasn’t even notified that there was going to be a delay in Nairobi. I heard it from other passengers. Who received WhatsApp notifications. What about those who do not have WhatsApp? A professional company should email. Flight delayed for 7hrs. All they had to offer was accommodation and only after you apply for a visa. For those who did not feel comfortable leaving the airport, they were not even allowed slow lounge access. Then a week before leaving Bangkok, I get an email to say my flight back to South Africa will be delayed a whole day! And with a 17hr lay over on Nairobi. I mean the whole point of a holiday is to relax, instead I must stress about flight delays and arranging more accommodation. People don’t budget for this sort of thing. They did not give me any other options and needed me to confirm flights 4 times! When you get to the help desks in Nairobi there is only 1/2 people helping, queue's every which way, people cutting in and them giving every different person a different story! First I was told they cannot change my flight and had to apply for a visa to get accommodation. But people after me in the queue were getting their flights changed to earlier times. After putting up a fuss, I got an earlier flight. I confirmed twice if my bags were transferred and they said yes. Arrive in JHB, and I’m missing a bag. More stress. Luckily, they had retrieved my bag and I received it 2 days later. I must say I had no hope in them finding it after all that. I had been so depressed from such terrible flights that I wasn’t even as happy as I should’ve been to see my family pick me up. I would not recommend and certainly never fly with Kenya again!

I was told this was the worst airline ever but as it was a 3 hrs flight from Dakar to Accra, I didn’t think anything could go wrong. The day before my departure, I received an email to say my flight was moved from 9am depart to 9pm departure. I accepted, checked in and received my boarding pass. Then at 3am, the day I was suppose to fly out, Kenya airway emailed to say the flight was moved back to my original time of 9am, which I didn’t see till I woke up at 8:30am. I assumed it was a mistake as I would assume that the airline would call customers or atleast make provisions for last minute changes. When I arrived at the airport, I was told that there was flight for Kenya airway and the office was also closed. There was no one to speak to. I managed to get someone on the phone who offered an alternative flight which would take 24hrs via Nairobi…they change what was meant to be a 3hr direct flight to a 24hr flight journey from west Africa to east Africa and then back again. The next direct flight was 5 days away. They offered no compensation for accommodation or travel back and forth from the airport. It made my stay in Dakar an unpleasant experience. I would stay far away if I were you.

Abominable airline.

Arrived in Nairobi
Immediately reported severely damaged luggage.Filled out and submitted forms, photos etc

It took nearly SIX months to get a measly $200.00 compensation. There is NO ' customer service' Baggage department supervisor, Mr. Eric Kimani, set up multiple, ridiculous, obstacles in the process, hoping we would just 'go away'. We refused, just out of principle. When we threatened to file a complaint with the Kenya Civil Aviation Authority Mr. Kimani caved in.

ALSO

They canceled our return flight without notification. We fought with them for one day tohelp us rebook. It took 3 flights with multiple other carriers and 8 hour layovers to get home, and NOT in buisness class that we paid a fortune for.

We will NEVER subject ourselves to this nightmare of an airline ever again.

The customer service has just been terrible. I have been waiting for a refund for 3 months now. Everytime I call I am given the same answer "your refund is still in progress - please allow us more time". I have wasted so must airtime calling them, and don't waste your time with their WhatsApp option. I will never use this airline again, sadly I am Kenyan and deeply embarrassed by this.