Kenya Airways

How come this Kenya airways crew could let me take the flight from Zambia to Harare to Kenya but did not let me take the flight from Kenya to Mauritius and my final destination of this flight was Mauritius, this is unacceptable. Also, I have paid for this service and that lady - Kenya airways staff at the boarding gate 16 on 3rd December at 11am was not polite and not helping at all and did not talk to me properly, there is CCTV camera there, officers can investigate on how she talked to me.

Our tickets were refundable tickets, and still didn't refund us. My 2 tickets costed me 2000$, I had already paid for 2 weeks program in Tanzania for 7000$, and lost internal flight inside Tanzania. Having a flight canceled is understandable but to selling a already canceled non-existing flight is totally extremely out of any expectation and a clear sign of disregard for clients or the company’s own reputation.

In order to create a paper trail we insisted on paying by credit card. We were told that if we paid cash we could pay at the internal Kenya Airways desk. If we insisted on paying by card we would have to go back through Security, buy another visa (as we had technically left Kenya) and pay at the Kenya Airways desk on the concourse. When my partner eventually got to the Kenya Airways desk on the concourse the staff again said he needed to pay cash. When he refused they suggested they would void the reserved Business Class seats. He continued to insist on paying by card.

At that point the price for the upgrade mysteriously dropped from $US210 to $US184 per person. Our conclusion was that the relevant Kenya Airways staff had intended to take the additional $US52 as a "commission". By the way, my partner wasn’t required to buy another visa. And we discovered on the flight that our upgrade to Business Class entitled us to the grand total of a glass of water and a wet towel. We will never fly with Kenya Airways again!

We received one bag at only 12pm on 1 May 2019, but not the bag of second traveler (Bag Tag number: **). Our hotel advised us that they were notorious for this and would try and assist as Kenya Airways does this to a lot of its guests. Kenya Airways staff in Johannesburg checked both bags in under the name of one of the travelers - who knows why. We have STILL not received the luggage and have been advised that it missing as no one knows its whereabouts. We still have received no substantive feedback from Kenya Airways, despite request. We have asked to formally make a claim for compensation in writing. No one responds.

No one in the organisation seems to have a clue - as to what is happening, who knows what or as to how to resolve this... This is completely unacceptable and unprofessional. We require urgent return of the baggage. Failing this, compensation of the full contents thereof (contents can be provided on request). We have never received such poor service in my life. This trip was our Honeymoon and Kenya Airways should be ashamed.

My multiple destination ticket is as follows: depart 10/12 Juba, SS to Kigali, Rwanda (transit in Nairobi), depart 14/12 Kigali, Rwanda to Nairobi (transit in Burundi), and 16/12 Nairobi to Juba, SS. Upon the first flight from Juba, there was an hour delay; as I began to notice the allotted time left, I immediately approached Kenya Airways staff, expressing my concerns. Since the flight to Kigali was 6:30 PM and due to the delay, I would arrive in Nairobi shortly before the Kigali flight departure. Their response, reflected the ability for me to join the 9PM flight by Rwandair, but the system was not allowing them to make the changes from Juba. Therefore I was recommended to immediately approach the help/transfer desk in Nairobi.

As optimistic as I remained throughout my flight to Nairobi, my hopes were completely shattered. The rep (unfortunately, I don't recall her name) informed me the next available flight will be Tuesday, 11 December at 7AM. I insisted the rep make a stronger effort to grant me a seat on the Rwandair flight, due to my pending appointments/hotel bookings in Kigali. I even offered to pay a fare difference (even if the only seat available was in Business class; I will pay), but I was unsuccessful.

I exclaimed, my medical condition (epilepsy) will be triggered since I failed to put enough medication in my carry on bag, but again was told I will not be able to receive my checked in bag. She offered to place me in a hotel and a free transit visa. I expressed my hotel in Kigali has been paid for and I will not be able to receive a refund, due to this occurrence, but the rep presented no comforting suggestions. Though, I continued to inform the rep, I have a doctor's appointment in Kigali (the main purpose of my short visit-1st time to the city), but she was unable to ease my concerns.

Moving forward, I was sent to the rep responsible for issuing the hotel voucher. I insisted the pick-up be at 4:30, but he stated 4 AM is the most appropriate. Being a non-Kenyan; unfamiliar with the main distance from airport locations, I was placed in a hotel chosen by Kenya Airways. Unknowingly, the hotel was 40 mins away from the airport. I arrived in Nairobi at 6:30 and didn't arrive to the hotel until 8:50 PM. Nairobi was cold and rainy; in which I was highly unprepared for such temperatures causing great distress to my physical state.

As an airline highly aware of Nairobi's traffic, I would assume if seeking the best interest of the client, the hotel placement would be fairly closer to airport to avoid any delays, etc. Again, it proved Kenya Airways to be highly insensitive towards the customers. Due to the change of flight, I was unable to see the doctor as planned today. I plan to do a "walk-in" tomorrow, with the hope to receive an opening (which is unpredictable). My four nights trip was shortened to 3 nights and I pray I'm able to receive my medical check-up as planned.