Kenya Airways Reviews

If KQ cares about how others view them they should pull up their socks. I called Kenya Airways Number shown on the website 3 times. After waiting for half hour, 20 minutes and 32 minutes, the voices from their end were "I cant hear you, are you there, please call back because I can't hear you". This is ridiculous. Their chat gets answered after 1 hour plus, you are happy it was finally answered but the report takes 20 more minutes to ask "what can I do for you" hibernate for another 10 minutes until one gets fed up. Come on KQ, if you want to compete with other airlines start with customer care department, its deplorable. My review is based on my experience on 14th and 15th August 2025. I have evidence.

⭐ 1 Star (only because I can’t leave zero). I’ve never encountered a more disorganized, unresponsive, and unapologetic airline than Kenya Airways. Our nightmare began with a missed connection in Charlotte. We were rebooked on Kenya Airways Flight 5 out of JFK the next day—only to arrive and find no Kenya Airways staff anywhere. No texts. No emails. No calls. The flight was canceled and no one, including American Airlines, knew what was going on.

Kenya Airways is horrible. Purchased a round-trip ticket from Johannesburg South Africa to Seychelles and both flights were canceled within hours of departure time. Flights were rebooked through Seychelles Airways. First rebooking took over an hour doing it face-to-face at the airport, second booking took four hours going back-and-forth through WhatsApp, no compensation given due to canceled flights with the exception of lodging/meals on the first flight, which was delayed for almost 2 days on the rebooking. Attempted to email Kenya Airways but they blocked my email. I have attempted to give them feedback through their website, but the “Give feedback” Link does not work.

Travelled from July 4 to July 15 round trip in business class from JFK to Nairobi. While going, got Asian Vegetarian meal instead of Hindu vegetarian meal as the dropdown menu had listed for myself and my wife. This was close and acceptable. On return flight, air hostess reported that they do not have any vegetarian meal except for some local dish that was not palatable. Friends in economy class had better choice. Air hostess did not even make any attempt to provide any replacement like bread/butter on this 15 hour flight!

I have paid a flight from Zambia to Mauritius with Kenya Airways (All in one), there was no direct flights and have transit flight, my flights were as follows: 02 Dec – Zambia to Harare to Kenya- KQ706. 03 Dec – Kenya to Mauritius KQ270. However, on the 3rd of December, the Kenya crew did not let me take the 2nd flight from Kenya to Mauritius, as per her, she got a message telling me “people who has been in red list countries within the 14 days cannot travel to Mauritius."

Long story short. I bought 2 tickets from Kenya Airways official website, JUBA-Tanzania, and Cairo-Tanzania, After 5 days of buying the ticket, one before the flight when I called the customer center in Nairobi to check on the transit hours and rules, the lady informed me that all flights to Tanzania were canceled weeks ago, when I asked her how is it canceled weeks ago when I was able to buy it just 5 days ago, she shut the phone-call on my face, when I went to their office in JUBA, they pushed me to keep the 2 tickets until they open flights again, when I refused they gave me an email to write to, I did write to the email but with no results nor replies, when I called the office again they yelled at me and shut the phone-call on my face.

We missed our 8.30am Kenya Airways flight (the airlines fault - not ours) from Nairobi to Kilimanjaro. The staff at the Kenya Airways desk initially insisted that we pay the full fare for a new flight at 5.00pm. When we refused to do so they said there were Business Class seats available on the 1.30pm flight which we could have for the difference between the Business and Economy fares. With reluctance we asked what the difference in price would be. The Kenya Airways staff member told us she had checked the price twice on- line and it was $US210 per person. We agreed to pay the difference on the basis that we would dispute the cost later with Kenya Airways.

Service is terrible, from the check in clerks to the flight attendants. Every effort seems to be made to be rude, unhelpful, unpleasant and to go against the policies stated on their websites. Never on any airline or in any country have we been treated so poorly. The entire staff should be prison guards. Perhaps their poor customer service skills would be appropriate there. Filthy restrooms, terrible food- all carbs (?!) and cold rude flight attendants who manage to humiliate the hundreds of customers on board. How do they respond in emergencies?

The customer service is appalling. Never to be used again in my lifetime. This was en route to Zim and when coming back the same the people who work for Kenya Airways do not care about people and yet it's the people who are paying their salaries. The staff at Harare they need more customer service training. when it comes to put a simple claim for delayed luggage, delayed flights they frustrate you so you do not do it. They actual told me "your flight was not delayed" and when I gave them their letter of delayed just apologised as if nothing has happened. My name is Jonathan **.

We will never fly with Kenya Airways again. Flight - Johannesburg on 30 April 2019 (departure at 01:55) via Nairobi (departure at 07:50), to Zanzibar. Flight numbers were respectively KQ765 and KQ490. My booking reference is **. Two Travellers. File Ref: **. Two bags were checked in at Johannesburg and we were advised that both bags would be transferred directly to Zanzibar. Both Bags did not arrive.