Kenya Airways
Reviews and Complaints

Today the 24th of July ,2022. I came with a sealed disposable Fanta drink when I arrived from my earlier flight,it was taken away from me during the security check but I was surprised because a sealed drink was taken away from me when my next flight is in 4 hours.

I do not understand why that should happen and I have been on flights but this is the first time its happening especially it was a sealed bottle.

Dear sir,

I hereby Lodge a complaint and convenience caused to me on 13th June 2022, at Heathrow Airport.

Initially, I had booked a flight from Manchester to Heathrow on British Airways and to take Kenya airways from 11.30 am at Heathrow to Nairobi, this flight ti Nairobi was cancelled and moved to 18.30. then cancelled and moved to 19.30,

then cancelled and moved to 21.30. then cancelled and moved to 10.30 pm,

all this time I was at Heathrow airport waiting for the flight to go to Nairobi

I did not have anywhere to go but to stay at the airport, this was very inconvenient, and am lodging a complaint about compensation.

Regards

Alice Odongo

FLIGHT: KQ 555 - Kenya Airways 05-06-2022

DEPARTURE: Congo Democratic Republic Of, (Kinshasa Arpt)[protected]:30

ARRIVAL: Kenya, (Jomo Kenyatta Intl) [protected]:00

----------------------------------------------------------------------------------

FLIGHT: KQ 100 - Kenya Airways 06-06-2022

DEPARTURE: Kenya, (Jomo Kenyatta Intl) [protected]:20

ARRIVAL: United Kingdom, (Heathrow) [protected]:15

----------------------------------------------------------------------------------

MY FLIGT HAVE BEEN CANCELLED ON 05/06/2022 14.30 PM

TO 23.20 PM , WE HAVE BEEN INFORMED AFTER A BAGAGE CHECKING AND AFTER HAVE PASS THE IMMIGRATION .

IN WAITING AREA TO BOARD ON PLANE AT 14.10 PM THE MANAGER OF KENYA AIRWAYS LET US KNOW THE PLANE HAVE BEEN CANCELLED

TO 23.20 PM ON 05/06/2022 .

FROM THAT MOMENT NOT HELP HAVE BEEN PROVIDE TILL 19.00 PM

AT 2.10 WHEN A IMFOM ALL TRAVELS A SAYD PEOPLE ARE BUYNG FOOD THE COMPANY GOING REFUND,A SAYD THE COMPANY IS SUPPOSED TAKE ALL TRAVELS TO THE HOTEL BUT BECAUSE THE DIESEL PROBLEM IN CONGO RDC KINSHASA A CANT FIND A BUS

FOR TAKE ALL TRAVELS TO THE HOTEL .

I PAY 50 DOLARS FOR FOOD AND FOR SITE DOWN COMFORTABLE IN NDJILI AEROPORT

Me, my husband and my son were due to fly on friday the 3rd of june Paris/Nairobi/Lilongwe. Before departure we tried to contact Kenya Airways to understand if my son (10 years old) unvaccinated but with a Qr code showing that he recover for covid end of january, need a pcr test or not. Impossible to find any contact of Kenya airways a part from a chat with Kenya. Because we couldn't reach out anybody from kenya airways, we called a laboratory in Paris asking information about the covid pcr test. The laboratory confirmed us that if the kid had covid end of january and he is in posses of a Qr code with a restablish document, it will act as his vaccination for the next 5 months so we dont need a pcr test for the kid. At the airport, the staff of kenya airways didn't want even to listen to us, the kid was denied to fly and so I was too. I had to contact a colleuege in Malawi to be able to have a number of one person in charge of kenya airways in Nairobi to be able to have help and answer. I've been classified as no show when I was at the airport on the right time with the right document but because my son couldn't fly, I had to stay on land to. I've been booking my flight trough Bravo Fly and I'm now waiting for an answer from them. Kenya wanted me to pay 660 eu of no show fee when I was not a no show. My son has been denied to fly and I had to stay with him. I was at the counter of kenya airways 3 hours before departure and I had all the document to fly on place. How is it possible that Kenya Airways doesn't have any rap at the airport? How is possible that there is this big miss understanding of the situation of my son document. The laboratory itself confirmed that a kid with a certificate of restablishment of less then 6 month is considered as vaccinated but the air company doesn't know this rule? How all of that can be possible? And on the top of that I need to pay extra fees? Shame on you! I'm still in Paris, tryng to understand when I can fly while my husband is in Malawi already waiting for me. This is really an unacceptable situation!

Hello

I have taken Kenya Airways a couple of times flying out from Bangui/Central African Republic and have experienced twice some problems, for which I would like to be compensated:

Flight KQ576 from Nairobi to Bangui on 13.11.2021 was delayed for one day to 14.11.2021. However, the email informing me of this change in date was not correct, as it stated it was the flight from Bangui to Nairobi, so I disregarded it thinking it was a mistake and still related to my flight from Bangui to Nairobi that also had a change in dates. So I ended up staying at the airport lounge for 2 nights, as I didn't have a transit visa and was planning to stay in the airport lounge for one night as I was arriving late from Mauritius and flying out early the next morning.

Flight KQ112 from Nairobi to Paris on 22.12.2021 was delayed to the next morning, which made me miss my Covid19 vaccination that was planned on the 23.12.2021 and was very complicated to reschedule.

I would appreciate if KQ would show some decency and compensate me for these bad experiences.

Thank you and kind regards

Bettina Bauer

We are having difficulty accepting the form of payment details provided. Please validate and try again. (46200)

Tried several ways to pay but system generates error above, tried contacting KQ via whatsapp but no response, talk to us website assistance doesn't work

Staff should be ready to respond and assist customers 24/7, the way we are dealt by our national airline is a farce and shameful,

hi i while iam travelled through south africa to nairobi i had 6hrs transit then i need to board on dubai flight number KQ304 at time 22.45[14.02.2022] .a male staff i dont know his name can u check that time i mentioned here .he asking me to bribe him.because of iam having a transit in dubai for 17hrs .he saying i need a visa for dubai.otherwise you not onboard through it.and then he went his superor . she asked me for a decaleration document i shown that to .he literally blackmailig me for money. he said if i refused to pay he will not giving my boarding pass.and then i have no way to debate him.so i gav him 200 rands of south african money.please take some seveare action .

Date of incident: 2nd February 2022

Time; 11.13 pm

Flight: KQ624 (from Mombasa to Nairobi)

Seat:32J

The check in-reservation officer run after me in the runway as I was going to board the aircraft and asked me if I was pregnant. While she asked used gestures to indicate what pregnancy means. I find this questioning towards me very rude, humiliating and painful. If a woman isn’t a certain size or shape, she must be pregnant, right? There’s no other logical explanation! She couldn’t possibly just be a bit fat, could she? No! Women apparently only get two choices: thin or pregnant. So if she isn’t thin, she must be pregnant. And if (the horror!) she’s not thin AND not pregnant, it’s fine to embarrass her by asking her, right?

The KQ flight officer at Gate 1 checking my board pass, run after me on the runway to tactlessly ask me if I was pregnant and even demonstrated with gestures. I asked her, how she could do this and walked away in disgust and anger. Is this the Pride of Africa...Is this how you treat black female passengers? Suppose I'm struggling to lose weight, what does this do to my self esteem? Suppose I have just had a miscarriage or gained weight through taking fertility drugs - and, in both cases, the pain of not being pregnant will be very raw! Or suppose it may be a simple case of bloating or what some of us like to call a ‘fat day’. Why subject me to such humiliation? This is deplorable and disgusting behavior.

Caroline W Kariuki

Sear 32J

On 9th November l got to the CDG airport in France and was denied entry to go on board yet l got here at 3pm, my flight was scheduled for 4:55, l asked to talk to a Kenya airways help centre to ask them to reschedule my flight but was told they are not there and that all l could do was rebook, this was told to me by the information centre not the one for Kenya airways, l paid 223 euros for the first ticket and had to reboot again to pay 340 dollars, l am unsatisfied about this .

1. The original return flight was April 24. On April 20, I called and spoke to a KQ agent called Faith to postpone the flight for 6 months and she said this was fine. The ticket should be for November 9, 2021.
2. Two weeks ago, I was told by a KQ agent that I could not rebook and that I had to do it through the travel agent, who took four days to respond that KQ was responsible for ticket rebooking. It took 4 additional days to get a response from KQ - calls being dropped, being kept on hold, no one picking up.
3. Yesterday, November 3rd, I was on the phone from 8pm to 11 pm with an agent named Grace, who said she had rebooked and would send a payment slip for an additional $407 which I agreed to pay.
4. By 1 am I had not received the payment slip. I called back and was on the phone from 1 am to 5 am. The agent finally told me the payment slip could not be sent because the accounts department didn't work at night and that they only worked from 7.30 am.
6. At 7:30 am I started calling again. Calls were dropped. I tried again at 9 am and finally gave up. At 11:30 am I started calling again. I got through and the payment slip was sent. I was given one hour to pay.
8. I tried for the next hour to make payment but it would not go through and it finally timed out. During that time I was speaking to another agent, Ann.
9. Finally I asked if I could pay by MPESA. They said yes. When I went to transfer funds to my MPESA I found out that the $407 had already been deducted from my account. I am not able to return the $407 to my US account from MPESA.
10. At 3.32 pm November 4th, I still have not received my confirmation ticket. While I have been waiting for this to be resolved, other tickets I needed to buy that will be related to this ticket have now doubled in price and I can't go ahead and get them until I have confirmation that this ticket is secured.

Edreams PO BOX 5238
Opodo Waterfront Code 80401
Hammersmith Embankment Diani Beach
Chancellors Road Ukunda
London Kenya
W6 9RU email; [protected]@gmail.com

Re; Illegal Entry Into Bank Account & Refund:

BOOKING REF; [protected]

February 8th 2021

Dear Sir or Madam

My only aim in life now is to get some answers from you, My first letters regarding my complaints all got returned as the office in London closed down. It is impossible to get answers as you have to have a masters degree in maths and physics to navigate your site. Slightly different when you are taking money!

OK, my first complaint is nearly three years old and l still have no answers from you. I booked via my debit card two tickets to fly from Mombasa to London Heathrow for a Christmas family gathering, one ticket for myself and one for Mrs Franca Marino. Unfortunately, one member was taken seriously ill and we had to cancel our flight. I understand that you have to charge a cancellation fee, which l was told was 20%. When l received my refund you had taken in the region of 43% l never got an answer as to why the difference.

With this same booking, again l remind you was paid for from my Lloyds Visa Card. A few days later l noticed from my online banking that someone in your company had re entered my account, without my knowledge or authorisation and removed two amounts of money. I informed my bank and was told that this was paramount to THEFT. I managed to contact you and inform you of what had happened and you did refund the smaller amount of the two taken.

To this day I have never been given an explanation or an apology for what you did, and when l am back again in the UK l will take this matter up with Lloyds bank to do my utmost to have you investigated and if possible summoned. This was an illegal act on your company and l need answers as if this is a regular act that you carry out on all of your clients.

Now my second complaint is regarding a refund on a flight from Entebbe to Mombasa on the 8th October 2020.
We were both on lockdown in Uganda for eight months and wanted desperately to get back home to Diani, in Kenya. I kept a careful eye on as to when the Entebbe airport was due to open. After a few weeks a notice appeared that the airport was to open on the 1st October 2020. So, to avoid the rush at the airport l bookend online with you, two tickets to fly from Entebbe to Mombasa on the 8th October, one for myself and one for Mrs Franca Marino.

I paid online the sum of £309.74, but two days after booking and you taking my money, you cancelled the flight. Why we don't know as no explanation given. After months of trying to navigate your site and getting nowhere, l contacted Kenya Airways and they told me that you still had my money not Kenya Airways.

I am told to wait up to six months for my guaranteed full refund as l took out extra insurance to cover this, but l am still waiting with no idea when l am getting my FULL REFUND back, pleased when you place it back into my Lloyds debit account, l ask you NOT to take any money out like before, and please don't forget to add the interest accrued.

You take my money within seconds, you take my flight booking within seconds and yet you expect me to wait half a year for it to be returned.

Letters to Kenya can take weeks to arrive so please use my email address. I need answers not excuses, l need honesty not lies, and l need answers before the end of the year.

Regards

Jeffrey Wormsley (Mr)
Edreams PO BOX 5238
Opodo Waterfront Code 80401
Hammersmith Embankment Diani Beach
Chancellors Road Ukunda
London Kenya
W6 9RU email; [protected]@gmail.com

Re; Illegal Entry Into Bank Account & Refund:

BOOKING REF; [protected]

February 8th 2021

Dear Sir or Madam

My only aim in life now is to get some answers from you, My first letters regarding my complaints all got returned as the office in London closed down. It is impossible to get answers as you have to have a masters degree in maths and physics to navigate your site. Slightly different when you are taking money!

OK, my first complaint is nearly three years old and l still have no answers from you. I booked via my debit card two tickets to fly from Mombasa to London Heathrow for a Christmas family gathering, one ticket for myself and one for Mrs Franca Marino. Unfortunately, one member was taken seriously ill and we had to cancel our flight. I understand that you have to charge a cancellation fee, which l was told was 20%. When l received my refund you had taken in the region of 43% l never got an answer as to why the difference.

With this same booking, again l remind you was paid for from my Lloyds Visa Card. A few days later l noticed from my online banking that someone in your company had re entered my account, without my knowledge or authorisation and removed two amounts of money. I informed my bank and was told that this was paramount to THEFT. I managed to contact you and inform you of what had happened and you did refund the smaller amount of the two taken.

To this day I have never been given an explanation or an apology for what you did, and when l am back again in the UK l will take this matter up with Lloyds bank to do my utmost to have you investigated and if possible summoned. This was an illegal act on your company and l need answers as if this is a regular act that you carry out on all of your clients.

Now my second complaint is regarding a refund on a flight from Entebbe to Mombasa on the 8th October 2020.
We were both on lockdown in Uganda for eight months and wanted desperately to get back home to Diani, in Kenya. I kept a careful eye on as to when the Entebbe airport was due to open. After a few weeks a notice appeared that the airport was to open on the 1st October 2020. So, to avoid the rush at the airport l bookend online with you, two tickets to fly from Entebbe to Mombasa on the 8th October, one for myself and one for Mrs Franca Marino.

I paid online the sum of £309.74, but two days after booking and you taking my money, you cancelled the flight. Why we don't know as no explanation given. After months of trying to navigate your site and getting nowhere, l contacted Kenya Airways and they told me that you still had my money not Kenya Airways.

I am told to wait up to six months for my guaranteed full refund as l took out extra insurance to cover this, but l am still waiting with no idea when l am getting my FULL REFUND back, pleased when you place it back into my Lloyds debit account, l ask you NOT to take any money out like before, and please don't forget to add the interest accrued.

You take my money within seconds, you take my flight booking within seconds and yet you expect me to wait half a year for it to be returned.

Letters to Kenya can take weeks to arrive so please use my email address. I need answers not excuses, l need honesty not lies, and l need answers before the end of the year.

Regards

Jeffrey Wormsley (Mr)
06/06/2021

Dear Sir or Madam
I have now waited eight months for the return of my flight ticket which cost £309.60 when booked through edreams flying from Uganda to Mombasa. Again l have to explain that we were in lockdown for eight months in Uganda, and when l read the news on the website that the Entebbe airport was to open on the 1st October 2020 we booked tickets for the 8th October allowing for the rush at the airport to calm down, Two days after taking my money the flight was cancelled, and l was expected to wait six months for my refund. NOW! I have waited eight months with nothing returned. So can you please look into this for me and pay me back what has been taken, l should ask for interest that has been accrued with the time you have had this privilege from my money.
My booking reference is; [protected]
Cost of tickets; £309.60
Customer relations Kenya Airways [protected]
Flight details; Entebbe to Mombasa 8th October 2020
I am now becoming more and more anxious as to me losing this money as it is taking far too long. I have written to you many times regarding this, l have also written to edreams many times, even with registered mail only to be ignored.
I ask you now to please sort this out for me quickly, as l say it is taking too long.
Our contact details are,
Emails; [protected]@gmail.com
[protected]@gmail.com
Phone numbers; Dubai +971 [protected] =Jeff Wormsley
Dubai +971 [protected] =Franca Marino

Kind regards Jeffrey Wormsley/Franca Marino
Mr Jeffrey Wormsley Kenya Airways Customer Support

E, mail j [protected]@gmail.co,
[protected]@gmail.com
Telephone +254 [protected]

Ref No; [protected]

February 5 2021

Dear Sir ort Madam
Please find all emails sent to you regarding my complaint of Kenya Airways not notifying me of the VERY and IMPORTANT changes to online booking.

I am seeking recompense for your web site not giving any form of warning when booking a single one way ticket, also not giving any information as to having an EVISA before even going to the airport. In the past visa's were paid for and given upon arrival at Mombasa.

You promised to look into to this matter and contact me, as yet, no word from yourselves, no emails (which l prefer) and no phone calls.

I am asking you again to resolve this issue and pay for your mistakes and my out of pocket expenses. This was one nightmare of a journey that never took place, and, ask you to do the right thing by your customer who is a regular flyer with Kenya Airways.

Again looking for an early reply to my situation.

Kind regards

Jeffrey Wormsley
TO KENYA AIRWAYS

A one way ticket was booked for me to travel back to my house in Kenya on the 12th January 2021. When l reached the check in terminal I was turned away as l didn't have a return flight. Standing in the queue for two hours watching a lot of people being turned away I was concerned as to why this was happening.
Your web site today, the 14th January 2021 l can still book a one way ticket to Mombasa, there is not one mention as to this not being possible, and only today a warning came up on your site saying you have to book an E visa before travelling. Last night l checked and NO WARNINGS at all informed me that a one way ticket and having no E visa would not let me board my flight. As my ticked was purchased by my son in law l have no idea of the cost of this one way journey.
Today, I am asking you to give a full refund on the ticket issued, along with all out of pocket expenses list below the flight details.

AIRLINE BOOKING REF; Q3XGWS
KQ311 DEPART 12 JANUARY DUBAI TO NAIROBI.
KQ608 DEPART 12 JANUARY NAIROBI TO MOMBASA

CLAIM FOR OUT OF POCKET EXPENSES

AED US DOLLAR

COVID TEST 150.00 40.84
NEW COVID TEST 150.00 40.84
TAXI TO AIRPORT 250.00 68.06
TAXI FROM AIRPORT 250.00 68.06
HOTEL ROOM FIVE NIGHTS 2203.78 600.00
KENYAN HOUSEKEEPER 133.50 36.35
DUBAI VISA EXCESS 2000.00 544.52
WAITING & WASTED TIME 2000.00 544.52
———— ———-
TOTALS K/S 7137.28 US$ 1943.19

The cost of the ticket has to go back on the card it was paid from, name of Mr Hani William.
This experience was not only stressful and worrying, but also a complete waste of time due to your website not stating the important points of information required.

Even today 14th January, you are still allowing booking flights to Mombasa one way, the one way choice should be taken out of the booking page only leaving the return journey open.
This message will be posted to you around the 18th January.
Jeffrey Wormsley
Good morning Carolyn, I have sent so many emails over the past 12 months to Kenya airways, edreams and and resolver to try band recoup my refunds that are now so overdue. It is wrong that my money is being kept with some company or other who should have returned this to m e months ago. I have been very patient and waited and waited and waited. Now my patience is going fast. To reiterate the problem is this; Arriving at Mombasa to leave for Dubai, l was informed that the return ticket l had was not a return but a single one way ticket. I refute this as this was issued in Dubai for me to travel to Kenya and return. I was sent to the Kenya airways office in Mombasa and no amount of explain this ran off the woman's back and did not wish to know. So this cost me a few hundred dollars. I gave all the information regarding my covid test, flight ticket, departure time, arrival time and ALL THE INFORMATION REQUIRED. I went through all the paperwork with the officials. I gave everything that all was in order till l came to board the plane and was turned away. Reason; my covid test was out of date, this was due to the delays at the airport due to fog in Dubai. NOT MY FAULT! So now again l am trapped in an airport with no ticket, no covid negative results and no where to sit or sleep. Two days l was trapped waiting and paying for new test, taxis and flights. So now l hope to can see my stress starting to boil. I have hopefully sent all my letters l have with flight tickets as attachments. Please do you best and retun my money as soon as possible. I would appreciate an early reply with some positive outcome to all the problems

THIS WAS SENT ON THE 29/06/2021 ALONG WITH ALL FILES

Good morning, l am writing yet again to ask where my refund is and when am l going to see this back in my bank account. You promised it's return within six (6) months. It is now NINE (9) months and still no notification from your selves, you haven't even bothered to explain why the delay. This is a disgusting way to treat your clients to keep them waiting and waiting. You have not even explained why you entered my bank account illegally and withdrew two payments. I have written to you with letters that were sent via special delivery, so many emails l have lost count and letters also to London. There is no way on this Gods given planet that no  one has seen and read my messages. So now l am sending you all the letters and emails l sent to Kenya Airways looking for answers, . I would like to have at least from you, a message to say you have at least received my email. Please do the right thing and repay me what you have of min along with a reason you took money from my account without my consent. Jeff Wormsley

This letter is sent 29/06/2021

Hello, I recently had a nightmare from hell with Kenya Airways, l reported this via email weeks ago and as yet had no confirmation of you receiving my email or anyone really bothered to read it. Below is the email l sent listing all the problems because of no important information on your booking website prior to me trying to get on my flight at Dubai.
Please confirm receipt of email and action regarding compensation.
Regards Jeffrey Wormsley
 
TO KENYA AIRWAYS
 
A one way ticket was booked for me to travel back to my house in Kenya on the 12th January 2021. When l reached the check in terminal I was turned away as l didn't have a  return flight. Standing in the queue for two hours watching a lot of people being turned away I was concerned as to why this was happening.
Your web site today, the 14th January 2021 l can still book a one way ticket to Mombasa, there is not one mention as to this not being possible, and only today a warning came up on your site saying you have to book an E visa before travelling. Last night l checked and NO WARNINGS at all informed me that a one way ticket and having no E visa would not let me board my flight. As my ticked was purchased by my son in law l have no idea of the cost of this one way journey.
Today, I am asking you to give a full refund on the ticket issued, along with all out of pocket     expenses list below the flight details.
 
AIRLINE BOOKING REF; Q3XGWS
KQ311 DEPART 12 JANUARY DUBAI TO NAIROBI.
KQ608 DEPART 12 JANUARY NAIROBI TO MOMBASA
 
CLAIM FOR OUT OF POCKET EXPENSES
 
                                                              AED                                      US DOLLAR
 
1. COVID TEST                                                 150.00                                            40.84
2. NEW COVID TEST                                       150.00                                            40.84
3. TAXI TO AIRPORT                                      250.00                                            68.06
4. TAXI FROM AIRPORT                                250.00                                            68.06
5. HOTEL ROOM FIVE NIGHTS         2203.78                                        600.00
6. KENYAN HOUSEKEEPER                  133.50                                            36.35
7. DUBAI VISA EXCESS                     2000.00                                          544.52
8. WAITING & WASTED TIME                2000.00                                        544.52  
                                                                        ————                                       ———-                   
                                             TOTALS   K/S  7137.28                           US$      1943.19
 
The cost of the ticket has to go back on the card it was paid from, name of Mr Hani William.
This experience was not only stressful and worrying, but also a complete waste of time due to your website not stating the important points of information required.
 
Even today 14th January, you are still allowing booking flights to Mombasa one way, the one way choice should be taken out of the booking page only leaving the return journey open.
This message will be posted to you around the 18th January.
Jeffrey Wormsley
 Edreams PO BOX 5238
Opodo Waterfront Code 80401
Hammersmith Embankment Diani Beach
Chancellors Road Ukunda
London Kenya
W6 9RU email; [protected]@gmail.com

Re; Illegal Entry Into Bank Account & Refund:

BOOKING REF; [protected]

February 8th 2021

Dear Sir or Madam

My only aim in life now is to get some answers from you, My first letters regarding my complaints all got returned as the office in London closed down. It is impossible to get answers as you have to have a masters degree in maths and physics to navigate your site. Slightly different when you are taking money!

OK, my first complaint is nearly three years old and l still have no answers from you. I booked via my debit card two tickets to fly from Mombasa to London Heathrow for a Christmas family gathering, one ticket for myself and one for Mrs Franca Marino. Unfortunately, one member was taken seriously ill and we had to cancel our flight. I understand that you have to charge a cancellation fee, which l was told was 20%. When l received my refund you had taken in the region of 43% l never got an answer as to why the difference.

With this same booking, again l remind you was paid for from my Lloyds Visa Card. A few days later l noticed from my online banking that someone in your company had re entered my account, without my knowledge or authorisation and removed two amounts of money. I informed my bank and was told that this was paramount to THEFT. I managed to contact you and inform you of what had happened and you did refund the smaller amount of the two taken.

To this day I have never been given an explanation or an apology for what you did, and when l am back again in the UK l will take this matter up with Lloyds bank to do my utmost to have you investigated and if possible summoned. This was an illegal act on your company and l need answers as if this is a regular act that you carry out on all of your clients.

Now my second complaint is regarding a refund on a flight from Entebbe to Mombasa on the 8th October 2020.
We were both on lockdown in Uganda for eight months and wanted desperately to get back home to Diani, in Kenya. I kept a careful eye on as to when the Entebbe airport was due to open. After a few weeks a notice appeared that the airport was to open on the 1st October 2020. So, to avoid the rush at the airport l bookend online with you, two tickets to fly from Entebbe to Mombasa on the 8th October, one for myself and one for Mrs Franca Marino.

I paid online the sum of £309.74, but two days after booking and you taking my money, you cancelled the flight. Why we don't know as no explanation given. After months of trying to navigate your site and getting nowhere, l contacted Kenya Airways and they told me that you still had my money not Kenya Airways.

I am told to wait up to six months for my guaranteed full refund as l took out extra insurance to cover this, but l am still waiting with no idea when l am getting my FULL REFUND back, pleased when you place it back into my Lloyds debit account, l ask you NOT to take any money out like before, and please don't forget to add the interest accrued.

You take my money within seconds, you take my flight booking within seconds and yet you expect me to wait half a year for it to be returned.

Letters to Kenya can take weeks to arrive so please use my email address. I need answers not excuses, l need honesty not lies, and l need answers before the end of the year.

Regards

Jeffrey Wormsley (Mr)

I need to rebook my ticket which I purchased last year in February. I talked to one Kenya airways representative but she wasn't of much help I need my ticket rebooked for July travel or be refunded. This is a ticket I booked without knowledge that the airports will be shut. How can you expire a ticket which was not used not because of a clients fault but because of the pandemic please just rebook my ticket or refund my money

Dear Sir/Madam,

I am working in MINUSCA, Central African Republic. I had a roundtrip ticket from Bangui to Kathmandu and back. According to the itinerary I was given, I boarded from TIA (Kathmandu) to Dubai and landed Dubai at 1145 PM on 26 Nov. Then I reported to the transfer desk at Dubai for Q 305 next connecting flight. Since that was bit early, I was advised in the transfer desk report 3 hrs in advance of departure of flight, i.e. 0400 AM on 27 Nov. But when I reported back, they refused to board me for KQ 305 saying that I would not make to the connecting flight from Nirobi to Bangui. When I explained to them that my flight according to the ticket I was given, KQ 578 was scheduled to depart at 1200 PM and there is no reason that I would miss it. Then I was told that the flight was cancelled for unexplained reasons. Now, I have few concerns which I hope your esteemed airlines will address.
1. Why was I allowed to board in KT if there was no connecting flight in my route?
2. If the flight was cancelled, what way did you inform me in advance?
3. I had go through lot of hassles, stress and had to pay on my on for my food and accommodation in Dubai, who will compensate?
4. I have to face disciplinary action and allowance deduction for the delay to report in my office, who will be responsible?

For evidence, attachments are as under.
1. Air Ticket
2. Embarkation Seal
3. Seal of Arrival in Bangui
4. Scan copy of passport

Thank you for your understanding and support.

Best Regards,

Lt. Col Rameshwor Lamichhane,
MINUSCA, Central African Republic
email: chemistry.[protected]@gmail.com

I had purchased a ticket on Black Friday in November 2019 to fly from CPT South Africa to NY USA. My flight was scheduled to leave Cape Town on 09 April 2020 however due to the pandemic my flight was cancelled and I received a voucher from the airline which is to expire in November 30th 2020.

When hearing about the outbreak, I initially contacted the Airline and told them that I would like to cancel, however I was advised to wait to see whether the situation changes I also asked if ticket could be extended for an additional few months starting from the time of cancellation (was given a 12 month period voucher as of time of booking).

I waited patiently for months and the situation had not gotten any better, I then applied for a refund on the Kenya airways website in August. I followed the details requested to be filled in on the form and all details provided was correct.

3 months later, I still have not heard from the airline. They did not even send me a message notifying me of my refund which was processed or received, hence I decided to call customer service line. I spoke to a lady in JHB office and she notified me that my ticket was refunded and refund was sent to Angola and paid in Angolan Currency.

I'm baffled and shocked as i am not residing in Angola, all details provided to them clearly shows that i am in South Africa. The only ties I have with Angola is my passport.

I sent countless emails to online.[protected]@kenya-airways.com and i have not received not even 1 response or acknowledgement of receipt from them.

I want my refund to be refunded to me in the same manner my ticket was paid to them.

I have also gone to their live chats to see if i can speak to an agent, and that too was pointless no one attends they all are unavailable or they cancel on you.

I have attached emails of queries sent and also the refund form of the details that were requested from me to receive the refund.

Ref UN2LWG

Despite repeated requests and numerous attempts to 'chat' online I am left feeling that I am being completlely ignored. Customer services just send a blanket emal as do complaints and nothing happens.

Our flight on 6th April was cancelled due to the Covid 19 pandemic. The agent the booking was made with refuses to act other than to say they follow Airline policy.

We have been offered vouchers for travelin the next 12 months that has to be booked before 30Th April.
1) We are unable to travel in next 12 month the trip was a one off for a funeral.
2) how could we even pan another trip before 30th April when UK government says all foreign travel should be cancelled indefinitley.

Given these two circumstances and the complete lack of customer care and appalling service we require a full refund please.

Anything less and we will take the matter further with CAA and other authorities.

We look forward to an early resolution to this please

thank you
Jon Chown

contact email: [protected]@btinternet.com

Dear Sir,

On February 14, 2020, I asked for an upgrade on flight KQ460 NBO/BJM as bellow approved. But at the end of the month, I receive my VISA card bank statement and realized that Kenya Airways charged me twice $70 which I believe was caused by this upgrade.

Please check your record and refund me this amount.

Thank you
Simeon Havyarimana
AF [protected]

From: Kenya Airways
Sent: Wednesday, February 12, 2020 9:51 AM
To: [protected]@cbinet.net
Subject: KQ Flight 460 - You've been upgraded!

Dear SIMEON HAVYARIMANA,

Congratulations, Kenya Airways has accepted your upgrade offer!
What to do now:
• Your flight has been upgraded to Business. At the time of your check-in, you will receive a Business boarding pass.
• You will also shortly receive a new e-ticket via email reflecting this upgrade!
Summary of your upgrade
Date Flight Origin Destination Offer Number of passengers Amount paid
14 Feb 2020 KQ 460 Nairobi (NBO) Bujumbura (BJM) $70 USD per passenger (1) 1 $70 USD
(Note: Prices shown are in United States Dollars.)

On the 4 September 2019 travelling from Nairobi to Dubai KQ 310 i was denied boarding due to overbooking.After briefing by the in-charge at the boarding counter JKIA, a form was given to write the Bank accounts for the compensation of USD200 to be transferred in bank which has not been effected up to date.
On 17th October i called the KQ branch office where i bought the ticket to inquire any update of the bank transfer. I was informed to send email to ticketing department and follow up email on 3rd November 2019.
On 21 December 2019 i visited the KQ office where i was informed my request is still pending in Nairobi office .
I had gone at the branch to collect the money but unfortunately they are not paying, as i was advised in Nairobi to go nearest KQ office in case of bank transfer delay to cash the voucher.
Attached is my denied boarding compensation voucher
my email: [protected]@gmail.com
mobile #[protected]

Dear whom it may concern,

Regretfully I am emailing to complain about the horrendous experience we had during our flight from London Heathrow to Nairobi KQ101 on the evening of 27th October 2019.

My partner and I were travelling to Mauritius as our final destination to visit his family, so this was an incredibly special trip for us.

We were sat next to another passenger who became quickly intoxicated due the irresponsible cabin crew who continued to ply her with copious amounts of alcohol regardless of how obvious it was that she was drunk. As a personal licence holder, I am fully aware that this actually illegal to give alcohol to an obviously drunk person.

This passenger proceeded to become very disruptive to the other passengers and aggressive toward my partner and I, physically and verbally and left us very distressed and frightened. We stressed that we did not want her to be sat next to us because I was unsure what she was capable of. After too much persuasion, she was eventually moved but it was a struggle.

This has now left us with absolutely zero confidence in Kenya airways and are fearful for our flight home with you on 10 November 2019. We have considered changing our flight to another company but unfortunately we can not afford to do this.

I trust that you are going to compensate us for this terrible experience we endured.

I cannot stress enough that as a frequent traveller, I have never had such an awful flight.

Ultimately, if your staff were better trained and not so irresponsible, this could have been avoided. Social media publicity and reviews of this will be absolutely necessary if you are unwilling to deal with this appropriately.

I look forward to hearing from you with a way forward.

Regards

Elizabeth Ormerod.

Dear Sir. My husband and I were booked on flight KQ421 yesterday, October 19.
The flight was scheduled to leave at 10:40 when I booked it. When I checked in at Entebbe airport Uganda, the boarding pass showed 11:05 departure time. We actually lifted off at around 12:15pm.

I asked your ticket agent at Entebbe to let your agents know in Nairobi that we would be late for the Nairobi flight. He asured me that we would make the flight.

In Nairobi, I ran for the gate for the connection flight. When I got there, they said we were too late. They did give us a lunch pass but that was all they offered. The booked us on the SA Airlines flight. That flight got us into Jobur at 7pm, causing us to miss our shuttle to Swaziland. It forced us to spend the night in Joburg and catch the 9AM shuttle.

Please reimburse us for the expenses of the delayed flight.
1) Overnight in Joburg at Cami's Accommodations - R850
2) Charge to change Transmagnific shuttle - R200

Thank you. Please contact me at carol.[protected]@childrenscup.org