Kenya Airways
Reviews and Complaints

I dread booking with Kenya Airlines but your flight times work for me.It takes me hours just to book a flight online and this time its even worse with your new layout.Eventually i was able to input details but just got the response "a commercial fare family is missing [protected]).

I have tried 3 telephone numbers for you online and none are working.

If you are pride of Africa heaven help us.Get your act together or shall go British Airways.

Hi, we booked to fly to Victoria Falls with you on 4th September (Booking Ref MKPU5J), you confirmed out booking and on all your confirmation paperwork you stated we would fly from Terminal 3 (please check your paperwork) , we booked parking with 'Parkway Meet and Greet' (you can check this booking no INV5435) we told them we would be dropping our car off at terminal 3 as advised by yourselves, however on receiving our boarding cards it was then stated we would fly from terminal 4,because of your company giving us the correct terminal last minute we were charged £20 by Parkway to change our drop off terminal (please feel free to check this is correct with Parkway). My Husband and I are both pensioners and through no fault of our own you have cost us an extra £20 parking charges

I have been waiting for a refund for over 5 months. Kenya airways response is always we are looking into it and then I hear nothing back until I send another email.

The customer service on whattsapp is horrendous. I get a message someone is looking into my query and then silence. I cannot believe how unprofessional this Airline is. The worst thing is how much they actually don't care.

I would not recommend Kenya Airways unless there is no alternative airline. This is the most unprofessional company I have ever dealt with. Please avoid if you do not not want stress.

Since 1st August 2023, I have been fighting with Kenya Airways on emails, WhatsApp and Instagram.

I had bid for an upgrade from my economy class ticket to business class. They charged US$ 300/- as my bid was successful. I was upgraded to Business Class. On 1st August 2023, I emailed their upgrades email, and asked them the baggage allowance. After emails of Ann Ngonyo and Anne Gikandi bouncing back as their mail boxes were full, a Tsila Mwendwa responded and misinformed me that the weight allowance was 23 kg x 2 bags. I emailed her severally that it should be 32 kgs x 2 bags. She was adamant.

This argument had been going on into the evening of 1st August 2023. Since I was in Ahmedabad and my flight was departing from Mumbai, I left some of the luggage in Ahmedabad and went to Mumbai on 2nd August 2023. I left at 6:30 am early morning. Ahmedabad is 8 hours from Mumbai and so under the misinformation from Tsila Mwendwa I left some of my luggage in Ahmedabad.

Once I reached Mumbai on the afternoon of 2nd August 2023, I WhatsApped Kenya Airways and they confirmed that the baggage allowance was indeed 32 kgs x 2 bags. I quickly emailed Tsila Mwendwa and she denied at first but after to and fro of some emails, she agreed that I was correct all along and she had erred. She apologised.

I informed her that I would not accept an apology but I need compensation. Kenya Airways is in a severe financial crises and so I thought let me not ask for a financial compensation, as they have not paid many customers monetary compensation since years in some cases.

I informed Tsila and by now on many social media platforms of Kenya airways, to allow my son to carry 32 kgs x 2 bags and 12 kgs x 2 bags instead of the normal 23 kg x 2 bags allowance for Economy class. My son is traveling from Mumbai to Nairobi on 25th August 2023. My understanding was that since Tsila Mwendwa had compelled me to carry economy class baggage allowance, they can let my son carry business class luggage allowance and this way no monetary compensation would be involved.
On the night of 3rd August 2023 when I checked for my departure from Mumbai to Nairobi, I asked the checking in agent as to the weight allowance and she mentioned that it was 32 kgs x 2 bags for checked in baggage and 12 kgs x 2 bags got the hand baggage.

This made my son and myself furious as it just showed Tsila Mwendwa had lied to us through out.

I therefore request Kenya Airways to allow my son to carry the business class baggage allowance of 32 kgs x 2 bags and 12 kgs x 2 bags.

He shall not use the seats and lounges of business class facilities.

She stopped responding for some time and after complaining on Instagram and Twitter, she emailed that she will get back to me.

I thought this would be a positive response. I even showed her the advert from Kenya Airways regarding the same. Juliet a WhatsApp platform customer also confirmed that the baggage allowance for an upgraded business class ticket was 32 kgs x 2 bags.

Tsila blatantly lied again that after consulting their managerial team, the allowance was 23 kgs x 2 bags and 12 kgs x 1 bag. She said the advert for incorrect and they will change it. The advert is still there.

She declined to my non monetary compensation offer.

Kindly assist me as I have been swindled of a proper upgrade.
I also request stern action be taken against Tsila Mwendwa.

I can email you the whole conversation since 1st August 2023.

I purchased a Kenyan Airlines ticket from Johannesburg to London to travel 26/05/2023 at 1.50am.

Upon arrival, four hours before the flight, I was told that I missed the flight and should have been there on 25/05/2023.

They informed me that the flight was full and in fact overbooked. I was offered a seat if I paid R7100. I had no choice so paid the amount.

The flight was not full. There were several empty seats.

Many passengers were caught out this way.

I complained to their customer care department and was given the same story as the ground staff at the airport.

Their ticketing is misleading. I feel that they are intentionally trying to confuse passengers with red tape.

It is a struggle to get through to the airline. They are rude and several email addresses do not work.

I am attaching my itinerary as proof of my complaint.

2nd April 2023

Nairobi to Mombasa

I paid twice for two seats (the preferred)

Each was was to move

The seat entertainment was not working and I could not recline the seat even slightly

Spoke to the cabin crew but as the flight was full nothing could be done - they took done my details

I emailed KQ several times and called customer service. Still have not heard back

Recently I flew back to London from Kenya via your airline. Sitting on my left in the middle rows, were a couple with a baby that was 7 months old. Throughout the flight the child was screaming constantly, this was a night flight to London from Nairobi. The parents of this child were incapable of keeping this baby quiet. It woke the passengers up constantly during the eight hour flight, furthermore these people were sitting behind the business class passengers as well. I am quite sure & convinced you have had many complaints from other passé passengers.

Having traveled over the word for more than sixty years of my life I have never experienced such an appalling experience on any airline ever !

Hi

On the 20th of May myself , Sibongubuhle Tshuma, my baby and a close relative of mine (Constance Tshuma) traveled from Dubai to Harare, Zimbabwe. The close relative of mine is the one who looks after my infant here in Dubai as l will be at work. The name of my close relative is Constance Tshuma who was booked in Kenya airlines as per the attached ticket. I am the one who bought and paid for the ticket for her. Myself and the baby were booked on Ethiopian airlines.

Constance Tshuma had 2 pieces of bags weighing less than 23kg only. She didn't have any hand luggage. Upon reaching Harare, Zimbabwe she was only given 1 bag and told that the other bag remained in Kenya. Constance Tshuma then left the Harare airport and came home in Bulawayo. We are staying in Bulawayo, 6 hours away from the airport when traveling by road transport.

She was then phoned on Monday to come and collect her other remaining bag . We explained to the harare staff that we were residing in Bulawayo not Harare and they promised to send the bag via Air Zimbabwe or Fast jet from Harare to Bulawayo.

I did several phone calls with them , and wasted a lot of money tracing the bag.On Wednesday they phoned us and told us that the bag has been confirmed and will be sent by 7.00am on Thursday through fastjet. We went to the airport on Thursday afternoon and there was no bag. We went back empty handed home.

On the 26th of May, myself Sibongubuhle Tshuma , flew back from Bulawayo to Dubai via Ethiopian airlines. I was supposed to fly back with my daughter who is 17 months old . You can check the Ethiopian airlines ticket showing that she was booked to fly. I could not fly back with my daughter and l was forced to leave her in Zimbabwe because the nanny (Constance Tshuma) who stays with her while l am at work is now stuck in Zimbabwe waiting for her bag to be released by Kenya Airways.For that matter, my daughter is still breast feeding.

Up until now l haven't received my bag.

I have spent a lot of money traveling to Bulawayo airport to try and get the bag

You have really caused my emotional stress for putting me in a situation where l had to leave my small baby who is still breastfeeding behind because of your mistake

Our stay in Zimbabwe was very special to us, you ruined our holiday. We were supposed to attend two weedings and here we are , with no clothes to wear, just because you left our bag behind.

I paid a full amount for you to deliver the service and you failed hence l need compensation for that.

Who's bag was transported in place of our bag? I need answers.

Br

Sibongubuhle Tshuma

Time and date: 20th October 2022- i filed a baggage claim, the first response was given on 9th November, the compensation was not commensurate with my loss but for peace, i choose to work with the figure that was provided that would not pay for the expense and from there i have filled numerous forms.

Eric and Rebecca have been handling the claims with intervals of 2 weeks communications but mainly to refill the form again.

REF: 020B10/21

My flight from Nairobi to Paris on 8 February (KQ112) departed 2.5 hours late. Consequently I missed my connecting flight from Paris to Edinburgh at 09.45 (AF1686) and was re-booked on a flight at 20.10 (AF1886). As a consequence I arrived in Edinburgh almost 11 hours late.

I applied for compensation on the Kenya Airways website and was informed that this flight was not eligible for compensation. No reason was given but I assume it was because KQ112 was less than 3 hours late.

I think that your compensation policy should take account of the impact on overall itinerary, especially as I was connecting to a partner airline.

I bought a Return ticket for my daughter (Aisha Oladunni Adaranijo) on 29th Dec 2022, for Lagos-Kigali trip via Kenya Airways. I cancelled the flight on 5th January 2023 due to the fact that her passport will be less than six months at the time of travel on 4th Feb 2023. I paid $529 for the ticket through a transfer from my First Bank account (receipt attached) but I am yet to receive my refund of $429 as advised by the Airline (pls see extract of response from Kenya Airways below).

Cancellation of reservation
your refund details
Booking reservation number: JC3ZXD
Your trip has been cancelled
The refund of the trip will be done on the same credit card(s) used for the purchase of the trip
Paid fare 240 USD
Used fare -0 USD
Tax to be refunded 289 USD
Penalty -100 USD
subtotal to be refunded 429 USD
Traveller information

Miss Aisha Oladunni Adaranijo
Contact information
E-Mail: [protected]@yahoo.com
Mobile phone +234 [protected]
Emergency contact: Wakilat Olayemi Adaranijo - [protected]

I booked a flight and called in to change the date and time. I was requested and advised there is an amount that I needed to pay within 5 hours for the change to be initiated. system gives me an error message when I pay.

I then phoned the call Centre where I spent over 45 minutes on the call. what frustrating they said they will call me back it been over the 5 hours.

Does this mean I have lost the ticket?

Why is it so hard to get a call back when there is money involved?

I have spent R400 just to make these calls to your contact centre and no feedback.

I fear that I am supposed to fly out this afternoon from Durban International airport to JHB OR Tambo airport where I am going to be taking this flight to Nairobi. Now how do I waste money travelling to JHB where I might find out my ticket is no more.

Can someone really tell me what to do.

My name is Jean Baptiste Mubimba Fuala, my reference of the flight is SFHXON, my ticket number was [protected].

I was travelling back to the UK from Congo Kinshasa on the 5th of January and was meant to arrive in the early morning of the 6th of January. However during my transit in Kenya (Nairobi) - flight number KQ112 - there was an issue that was disclosed from us passengers in which led to the flight as a whole being cancelled, not only causing a layover for 48 hours in Kenya but a delay as to catching my flight in Paris. This left passengers such as myself with no way of going home and awaiting on information of any possible available flights. Friday night I was informed of the flight I would be catching to make my way home, this being from Kenya (Nairobi) to Amsterdam (flight number KQ116) and a flight from Amsterdam to Birmingham (flight number KL1431) making it back in the UK 2 days later than expected.

This therefore led to damages in regards to what was in my luggage, such as food that has now become inedible, as the process of the delay caused a 48h setback in my travel back to the UK.

Overall, I am requesting a refund on the flights that I missed and/or didn't catch due to the unplanned delay and the damaged goods (food etc) that was inside my luggage.

I paid through MPESA, and my money was deducted, but authentication failed. I have sent several emails, including Whatsapp chats and phone calls directly to KQ in vain.

Urgently advise

QKO1KO0B8X Confirmed. Ksh81,490.00 sent to Kenya Airways for account vpe8j6 on 24/11/22 at 3:51 PM New M-PESA balance is Ksh18,304.73. Transaction cost, Ksh210.00.Amount you can transact within the day is 218,510.00. Download M-PESA app on https://mpesaapp.page.link/ggGV & get 500MB.

Today 4th November there was widespread circulation of KAPLA's decision to go on strike as of the 5th of November. I had booked a flight from Dubai to Kisumu on the 6th. Noting the strike notice I cancelled my flight as I needed to be in Kisumu on the 7th for a court appearance that could not be rescheduled.

Whilst the refund has been accepted, I note a charge of AED 370 which should not be charged as i have no alternative given the Kenya Airways Pilots strike notification. My Ticket reference # is PY9GP4 ticket # 706 [protected]

I demand a refund of the additional AED 370 as its because of the KQ staff action that i had to cancel my flight.

Regards

I paid for air ticket on 13 September 2022 through bank transfer and up to date, air ticket has not been given. I have been chatting with Kenya airways agents since but nothing tangible comes out of our chats.

I was guided to communicate with [protected]@kenya-airways.com. but no one is attending to my issue despite providing proof of payment.