Kenya Airways

At outset regarding services of Kenya Airways, I would like to state in a simple word of becoming bad to worst. It is not the first time we are experiencing such a situation while travelling in Kenya Airways but this time it was too much in every respect starting from flight food to handling baggage. On 17th January 2012 my wife travelled in Kenya airways it was an horrible experience to her. First, the food offered in the flight was very poor quality and there was lot of pilferage of valuable items from her baggage by tearing bags.

It shows how the mentality of the staff of Kenya airways who are handling the baggage as the bags were came next day there was enough time to try to take out the things from bags. The act was done smartly by tearing one corner of the bag so that at first sight no one can see. Now I do not know how I can reclaim these losses. I have been travelling in this route from Kinshasa (DRC) to Mumbai since last fifteen years. Every time I am travelling, a new experience is standing in front of me. This time I lost dress materials and electronic item including one costly video Camera.

All luggage were booked with Kenyan Airlines office from Mumbai to Kigali. Also, all of the above mentioned ID numbers of luggage, are booked under name of Maj **. In the meantime, per the IATA rules, the compensation for our stay and emergent sustenance are being processed. As done in the past with other passengers, I would request the airline to pay immediately the requisite amount for our sustenance.

For Kenyan Airways only, since most of the luggage are carrying costly items, confidential documents, and other security related documents ,we are perforce to lodge FIR soon. We would also place our displeasure for no intimation by any airline official till date, and would like to apprise all concerned agencies for this negligent behavior. We request intimate present status, and forward $80 per day for our sustenance, as per IATA rules.

Despite repeated reminder to Kenyan Airways, no action has been intimated to us. It would be suitable, since almost 10 days had elapsed, and not even, out of courtesy, the concerned individual had contacted us. Already, we are in the process of legally approaching the airline, for their slacked behavior, unprofessional competence, mental harassment, and loss of official documentation. Needless to mention the agony we are facing along with our family in our office, and our daily life, it appears to be better to go by other airlines, of repute, than Kenyan Airways. Such attitude and discourteous conduct will definitely impinge on the personnel from this part of the country, to opt for your airline. May I request for your explanation for not intimating us regularly, and not providing authorized monetary grant immediately on the loss of our baggage.

We were without food and water for 12 hours, due to your courtesy, and with borrowing money from our friends we are sustaining now. Have you ever thought of mental agony and daily difficulty one faces, when he loses all his check books, Apple iPad to work, leaving apart all costly items like camera, hard disk, personal file documentation, and clothing. You must understand we do not permanently live here. We are United Nations personnel and employees here, so we carry all items along with us, due to constraints of being deployed anywhere in the mission area. Sorry to state the present condition of ours due to your irresponsible behavior. Please do tell us what have you done for us till date. Even during our personal visit to Mr. **at Kigale airport of Kenyan Airways, there was no helping attitude, and no assistance was rendered to us.

Please tell us, under what circumstances the loss has happened, and why everybody from your airline confirmed loading of our baggage in Mumbai, Nairobi and Bujumbara. At all locations, I had personally confirmed thrice from booking/transfers office, during issue of the boarding pass from the boarding desk, and in the plane from the air hostess (you can check from Mr. ** and Ms. ** of your airlines), as to why all had replied that our baggage has been loaded all over the locations. It appears, there is some bad intentions, pertaining to certain sections of your airlines, and as of later, theft has been reported by many from our organization, while traveling with your airlines.

Request other addressees to help us in bringing justice to Kenyan Airways. We are open to advices from all, and ready to pay for assisting us in achieving our aim. Also, help us in publicizing this to all concerned, not only in our department, but in media also. I will be enclosing all related documents, and meticulously drafted events as they happened to all subsequently.

I purchased a ticket from Kenya Airways from Mombasa to Nairobi on Dec 07, 2011, for a family of 4 (reservation No. KQ/8SF8Df). We were to board the plane at 11:10 AM, and arrive at 12:10 PM. We were at the airport at 9:15 AM. Just before 11:00 AM, there was an announcement that there will be a delay, and we will be leaving in an hour, due to technical problems, then it was moved to 2:00 PM. I got worried because we had a flight to catch at 4:40 PM to Dubai. At 2:00 PM, nothing happened. One of the Kenya Airways attendant was now busy talking to customers. I went to him, complaining that we have a flight to Dubai at 4:40 PM. He didn't seem to care much. I then went to speak to the manager, who advised me that we will be in Nairobi for our flight on time. I clearly asked what would happen if I missed my flight, whether they will be responsible? The answer was yes.

The plane departed at 3:00 PM, and arrived in Nairobi at 3:45 PM. We rushed to Emirates gate, unfortunately the gates were closed, and we were directed to go to Emirates office. We were then advised to take a hotel, until next day's flight. Next day, we were told that we must pay no show charges for US $394 per person. I tried to explain to the Emirates manager, hoping he will understand. It took almost the whole day, and my son was really sick. He advised me that there was nothing he could do for us, so I had to pay US $1,576 + US $100 for transportation, and $220 for hotel and food, for a total of US $1,896. I have all documentation to support my claim. I am kindly asking Kenya Airways to reimburse the total amount, before any further action is taken. I have a copied this claim with TLA law, and was advised to forward my claim, before they could take over the case. Please pay the amount, in order to avoid legal costs. If you do not respond to this email within 2 weeks, I will then assume that you are not cooperating, and will then have to take further actions.

I had changed my flight scheduled to leave from Zanzibar- PW 715 leaving ZNZ at 1840 on 26th November 2011, operated by Precision Air the flight at Nairobi Airport at the counter of Kenya Airways at Nairobi Airport. When my wife and I arrived at the counter at ZNZ about 1600 hours, the clerk told me that our name was not on the list and despite our having a printout confirming the reservation issued by Kenya Airways, would not let us board the flight and then referred us to someone else from Precision Air. This fellow tells us that our names were not on the list as the clerk at Nairobi Airport had not entered the relevant information in the computer.

With 40 minutes for the flight to leave, he tells us that we shall have to buy new tickets at 500 dollars each. As we had to connect to our flight to London, we agreed to buy the tickets. Then he tells us that he has found a way that by paying a change fee of 50 dollars each ticket, he shall reissue the tickets; to which we agreed. He issued us the tickets and while we were waiting in the hall, he came to us and asked for 100 dollars. When I asked for the receipt, he said this money was for the hard work he had to do. I did not give him the money.

This fellow harassed me and my wife for over an hour and made us run from counter to the office and made us stand outside at the roadside and was making fake phone calls on the pretext to helping us out. He has caused us a lot of anxiety, and nervousness for no fault of us. I asked for the Airport manager and was told there is no one there. I am told these scams are very common at Zanzibar airport and that any complaint would fall on deaf ears. I am still making an effort to bring this to the knowledge of authorities to see if any action is being taken. No action would confirm my conviction that it is a corrupt airlines and it does not care about its passengers.

There were many people at the desk and I waited in turn and got to the desk only to be told that they would not accept me on the flight as it was now closed. Having been listed and waited patiently, only to be rudely told to go to the desk and get another flight. In all my time flying, this treatment by the duty staff has never happened. This lot couldn't be bothered when they saw it was my annual free ticket.

All the years my husband has been flying, he never left a staff person behind when there were seats available. This flight I know had seats available.This is not a good plan to act in this way to retired staff whoever they are. If the DG had come and did the same, would he have received the same treatment? Of course not! So please investigate this complaint for me and email the results.The staff are the problem. This is not good for passenger relations. Personnel department over to you.

No Stars whatsoever.

I flew Kenya Airways from Mali to Johannesburg on the 16th Oct, 2011 arriving back the 30th Oct, only to have my luggage arrive three days late. When I arrived back in Bamako, my luggage was 2 days late. Also, I was phoned a half hour before I was due to leave for the airport, only to be told that I was not on the flight, as Kenya Air was forty people over-booked. I had a medical emergency and therefore it was extremely urgent that I get on the plane. I have phoned Amina from Kenya Air to complain about the situation. She arranged to have a meeting with me and then canceled at the last minute. I then emailed her and have had no reply. As I work full time teaching, my hours are extremely difficult.

Finally, I got hold of Amina today, as it is a holiday for me. I wanted her superior's email address, which she promised to sms to me, but an hour later, I am still waiting. This is not the first problems we have had with Kenya Air. Two years ago, we were first on the plane traveling, business class, only to be told there was no place for my cabin bag, which is extremely small. I had made seviettes for my son`s wedding, so I was not prepared to relinquish the bag.

Five years ago in December, my husband was traveling business class, only to be told there was no place for him, as he had to be in Johannesburg for my elder son's wedding. It was imperative for him to get on the plane. After he finally managed to convince Kenya Air of his dilemma, he arrived in Johannesburg with no luggage. There have been innumerable instances that we have had problems with Kenya Air and have been driven to the point of putting them in writing. I have numerous friends who have experienced the same problems as I.

I am so annoyed and would like to be reimbursed for my luggage being five days late in all.

My name is Parekh **. I came from Lubumbashi (Katanga) to Mumbai (India) on 10/09/11. I got my baggage two days late and I didn't get home delivery, so I had to go to Baroda (Gujarat, India). And also the baggage was damaged.

So if I can get any compensation from your airways and also inform me whom I can contact on this matter. My contact no is **. I got reference from Mr. Kirti **. I am sending copies of the ticket and the boarding pass with this mail. Please find the attached copies. Hope you will take a quick action regard to my complaint.

I was in the lavatory when Wangeci (the cabin crew) came at the door, knocking and opening the door. When I came out I asked her why she was doing that, she told me that she thought there was no one in the toilet, while when the door closes it shows clearly that the toilet is being used, and then she went inside the toilet and was checking if I had left something! Did she think that I was a terror to the plane because of my name? I have been traveling with different kind of Airways and never experienced such thing and all of the airways is European cabin crew no Africans and they have never followed me to the toilet or any place in the plane. With this experience I will never fly again with Kenya Airways.

On 22 August 2010, a series of events soured my husband and my first experience of traveling with Kenya Airways on the way to our honeymoon destination. Following on from our wedding two days earlier, the two of us were due to fly from London Heathrow to Kilimanjaro by way of Nairobi, departing on the evening of August 22nd, 2010 (flight KQ101). We arrived at the airport a good three hours in advance of the scheduled 8pm departure, only to find a chaotic scene with several hundred passengers crowded in and around the area of the Kenya Airways check-in desks.

We were quickly approached by a female Kenya Airways representative who asked us where we were traveling to, and when we answered 'Nairobi', we were simply told, "Your flight has been delayed until 9am tomorrow. Stand over there," (pointing to an overly packed, cordoned-off area in front of where the Kenya Airways sales desk is situated). Not even the slightest hint of an apology or explanation for what amounted to a 13 hour delay! It was only when we got to the hotel that we were being put up in for the night, the Park Inn, that we found out through other passengers that we had got talking to the reason for the massive delay, "a technical fault." Said passengers had been handed an information sheet that we'd been neglected to be given at the airport, which also gave a run-down of the various re-scheduled internal transfers from Nairobi.

We were dismayed to find out that our transfer to Kilimanjaro on Precision Air flight PW724 was not scheduled to leave until 8am on the the morning of the 24th August, despite the re-scheduled flight to Nairobi being due to get in shortly after 7pm on the 23rd and the internal flight only being scheduled to take one hour. We couldn't understand why efforts couldn't be made to arrange a flight from Nairobi that evening, especially when a number of much longer internal flights to other destinations were running?

We had already resigned ourselves to the fact that we were going to lose the whole first day of our safari (we had been scheduled to be picked up by our guide at Kilimanjaro airport at approximately 9am on August 23rd, had everything run on time), but this further delay meant that in essence, we would be losing a large proportion of the second day too (of what was only a four day safari). We obviously woke up on the 23rd hoping for a more successful day than the one that had preceded it and after minor delays in both the morning pick-up taking us back to Heathrow and the take-off of flight KQ101 to Nairobi, the plane landed at 7:20pm local time. We headed straight to the Kenya Airways transfer desk to confirm our complimentary accommodation in Nairobi that night. It was at this point that we were informed that the 8am flight PW724 to Kilimanjaro next morning was overbooked and we had been bumped on to flight PW717, departing at 1:35pm.

Despite us explaining that we were meant to be on our honeymoon and that this delay meant we'd lose the entire second day of our safari (as opposed to just part of it), all three members of staff who we pleaded our case to were adamant that there was absolutely nothing they could do to help us and move us onto the 8am flight that we were originally scheduled to be on. All the while, we had kept our travel agent for the trip, Africa Travel Resource, updated with the various happenings so they could arrange things accordingly at the Kilimanjaro end.

At 9am on the morning of the 24th August, ahead of our pick-up back to the airport at 11am, I received a call from ATR who informed me that flight PW724 had not left at 8am that morning as scheduled, but instead been delayed to around 6pm that evening. That obviously meant that the on-time running of flight PW717 also became very doubtful, but when I rang Kenya Airways at Nairobi airport (and I tried several times between the time of 9am and 10:20am), the representative at the other end was each time unable to say whether the flight would be running on time, or indeed at all.

Faced with the completely unacceptable situation of potentially losing part or all of the third day of our safari (which was only four days, remember?), and being in the dark as to the status of our flight, we had no option but to arrange alternative transport to Kilimanjaro ourselves. At a cost of $20, we arranged for a taxi to Wilson airport, the smaller, internal flight airport in Nairobi, where we had reserved at short notice two seats on the 12:30pm Safari Link flight to Kilimanjaro at a cost of $398 (I have the receipt for this) obviously this combined $418 was an unforeseen cost, but we believed it was the only option to ensure we did not waste any further part of our honeymoon being stuck in the airport/at an airport hotel.

In addition, it meant that we would not be losing out on staying in the planned accommodation for our second night (Crater Forest Camp, near to the Ngorogoro Crater), for which we had already paid $300, or on missing out on further services and accommodation the following day (a further $1,250 for up front). We had already wasted over $330 in accommodation and transport costs that we had not used on what was meant to be the first day of our safari and $400 on transport and park fees on 'day 2'.

This means that in total we lost $730's worth of our holiday, and had to spend a further $418 to ensure we lost no more. Now, finally, our honeymoon could begin and we enjoyed our remaining two full days safari before flying to Zanzibar, where we stayed for a further 10 days. However, even then the drama wasn't over! On our return journey on September 6th, upon checking in at Zanzibar for the 6:20pm flight (PW715), it transpired that neither my wife or I were booked onto the either the internal flight, or the 11:45pm flight (KQ102) back to London!

There followed a stressful and prolonged period at Zanzibar airport where we weren't sure what was going on or indeed if we were going to be able to get onto the flight. In the end, we did manage to get onto the plane by the skin of our teeth, having been rushed through the security checks. Needless to say we were the last passengers to board the plane! As I'm sure you'd agree, from start to finish, this was a shambolic series of events which I don't believe was handled in a satisfactory way at all stages, there was no one from Kenya Airways who was willing or able to be held accountable and offer anything but the absolute minimum recompense.

Our complaint is not only related to the money wasted on accommodation and safari fees whilst we were stranded in and around the various airports. However, there is an even bigger, intangible loss to us as as a result missing a large proportion of our once in a lifetime honeymoon. If there's anyone that could offer advice or help, we'd love to hear from you. In many of these types of situations people are too willing to give up on their complaints (there were a lot of other honeymooners on the same flight), but I feel very strongly about getting a satisfactory response.

Nairobi, departure was again delayed by more than 1 hour because of which, we missed (we, 7 of us) traveled from Lusaka- Zambia to Delhi on 27th June, 2010. Our travel plans were Lusaka-Nairobi by Kenyan Airways KQ-0724, Nairobi-Mumbai by Kenyan Airways KQ-0202, and Mumbai-Delhi by Jetlite S2-106. The Kenyan Airways departure from Lusaka was delayed by 2 hours and then at our Mumbai-Delhi connection and had to pay and get reservations for another Jetlite flight. Loosing on both time and money besides the mental stress and physical exhaustion of the entire journey.

I'd like your help with a ticket refund which I feel & believe is due to me. I purchased an air ticket for a KQ flight on Wednesday February 2nd, 2010 in Djibouti where I'm currently working. My brother on the other hand, the same day, erroneously purchased a ticket online for me for the same travel on the same flight. I was flying from Djibouti to Kenya and back on Feb 10-15, 2010. His ticket cost me $769.43. I went ahead and flew with the ticket I had and lodged a complaint for a refund from KQ for the one my brother had purchased on my behalf.

A certain Ms. W. at the KQ Customer Service Line confirmed the refund will be effected. Up to this day (June 3, 2010), I've not received anything from KQ. My bank (Wachovia Bank aka Wells Fargo Bank, Texas USA) gave me provisional credit, pending a refund by KQ to my account (via a debit card) which my brother used for that purchase, but they have since reversed the credit as a result of no action by KQ.

I've got copies of the reservations & tickets for the two (2) tickets showing the date of travel to be the same, on the same fight for the same person.

I've tried several times (8 times to be precise) to contact KQ about this refund with no success. Please help me get my refund. I really appreciate your help and look forward to hearing something back. $769.43 and more emotional heartache

Kenya Airways Flight Bangkok, Thailand return to Nairobi, Kenya was cancelled after check in Bangkok. No explanation, no information and no one had a clue about what was happening at check counters. Our questions were answered with frail answers. They finally advise that the aircraft from Nairobi did not depart due to a technical problem. But they would fly us the following day and provide accomodatio in a 2 star hotel. I refused as I do not stay in any less than 4 star but they paid for teh difference and also the fares of luxury taxi services.

The following day, the flight was scheduled to go straight to NBO but was changed to stop over at Addis for 4 hours!

Never again with a corrupt country airline would I trust my time and money.

Now what i can do for this.

I bought a multi-city ticket Nairobi-Sweden-Lusaka-Abidjan-Norway. I bought it from the KQ office in Nairobi, and checked to make sure that the usual rules applied, that is, if I paid a fee, I could change the return date. When I got to Abidjan, I therefore went to the national KQ office and asked to change the date of my onward flight. This was one month before said flight. They said this was difficult since it was not them at the Abidjan office who had sold teh ticket. They suggested I just stayed with the original ticket. I insisted they contacted Nairobi and get whatever info they needed to change it. They said they would, and would get back to me, but never did.

This went on for about a week. Then they told me, without checking their computers, that there was no space on upcoming flights for another 2 months. I said ok, then I am willing to pay for a class upgrade. Again they would have to contact their main office and made this seem difficult. In the end I called their Nairobi office myself, and they easily changed the dates for me: cancelled my old booking, and put me on teh flight I needed. Now all I needed to do was go to the local Abidjan office and pay the fees for the change, so I could get my ticket.

When I got there they looked at teh screen and said they could not issue the ticket because it said Air FRance and not KLM on the Abidjan-PAris stretch (it seems they didn't know it was now one and teh same company, and that KLm does not fly that stretch). Even though I furnished them with 3 phone numbers for teh guy who made teh booking, they made it seem impossible to clal him. In the end I called him myself. The Abidjan lady then scolded him because 'it was not correct', and passed the phone to me, where he told me I had lost my old booking and could not be issued my new one. The Abidjan staff then told me there was no seat for another two months. Although I had paid for teh ticket, I ended up having to buy a totally new one with another airline, expensive since it was last-minute.

I am writing to you with a certain amount of frustration as I ponder why your loyalty program seems to be a one way affair.

On 27/06, I boarded a flight from NBO to EBB on flight KQ 414. Before checking in, it was apparent that youre flight was overbooked so I politely, but firmly asked the lady at the front desk if they needed to upgrade anyone. She mentioned that this was not the case.

While boarding the plane, seat 5e had been double booked which I witnessed clearly and I was seated in 5c. I immediately notified Flight attendant Eunice that I was a Platinum member of Flying Blue and that I should get upgraded. Again, she informed me that no one was getting upgraded. Alas, two minutes later, one of the passengers was upgraded. Please dont treat me as ignorant and claim that the gentleman in question was a platinum member as well. I saw his boarding pass, and his hand luggage. This gentleman was justa casual traveler.

Clearly, it is not my responsibility to keep requesting was is rightfully mine. Secondly, it does not make sense that I should have to create a scene and ask that a passenger be moved back from business to economy and I would then take his seat.

For Kenya Airways management, I would request that you keep the boarding passes ready at the check in desk for passengers that will be upgraded as is the practice in several other airports.

Lastly, I ask that you rectify your error and offer me the free upgrade that you owe me.

ME Me and my son decided to take a trip to africa to visit my brothers and sisters and my son to see his aunts and uncles.We took delta airlines from minnesota to atlanta and to france then i took kenya airways to neirobi

when i got off the airplane i went to look my my luggage i found 3 but i could'nt find the other one.The one the one that i lost had all my valuble
items and expensive cloth me and my son went and talked to the baggage claim and they took some information

and they told me wait 2 weeks and well give you a call so i waited 2 weeks when they called me they told me the baggage was still lost but you will have to wait 30 days before it is officaily lost.I took a taxi everyday and depended on my pocket money to get to the airport and back and the insurance company when they told me to come in and they still didn't have any information about my lost luggage.Its been one month and 5 days now i was planing on leaving neirobi this month

kenya airways had me spending my pocket money to wait for them for one month i live in a hotel and i pay money every nite and take taxis when they ask me to come in.I went to their company recently and they told me wait 60 mre days i told them i cant do that
i am runing out of money and time but they are not helping me in any way as their costermer they just keep telling me fill these statments for us every day i told them if u cant find my luggage pay for my lost items and cloth
so i can buy new ones.They told me you have to wait were still working on it but the most time they were soupposed to take was 30 days

i dont know whats going on here.

On April 10, 2009, I took a flight from Entebbe, Uganda (airport code EBB) to Zanzibar, Tanzania (ZNZ) via Nairobi, Kenya (NBO). The first leg of my journey from EBB to NBO was on Kenya Airways. The second leg of my journey from NBO to ZNZ was on Precision Air (which is based in Tanzania).

They lost my luggage (E. Mlenge, the Precision Air manager at Zanzibar said it arrived at NBO and was scanned as having been sent to ZNZ, but was never scanned as having arrived at ZNZ). Precision Air gave me $50 USD to cover necessary personal items while they searched for my luggage. I checked in with E. daily, but there was never any news about my bag. As I was leaving Zanzibar to return to Uganda where I was staying, E. gave me the email addresses of people in customer service and baggage handling at Precision Air in ZNZ, as well as his personal email address. I emailed all three of them multiple times, but never received any type of response.

Finally, I emailed Kenya Airways customer service and the bag was found and returned to me. Unfortunately, they found it just after I had left the country and was returning back to my home in the United States. Upon arrival in the US, I collected the luggage, but my camera and brand new (expensive) shoes were missing from the bag.

Another issue is that I borrowed the bag from a friend who is living in Uganda with the intention of returning it to him in person. As they lost the bag for such a long period of time, I was in the US by the time they found it and was unable to return it to him.

I have been in desultory contact with Kenya Airways about these issues, but they deny any culpability and blame Precision Air (despite the fact that one leg of the trip was on Kenya Airways and Kenya Airways and Precision Air are sister airlines).

I have emailed Precision Air repeatedly and have received no response. There are no customer service phone numbers for either company.