Kenya Airways Reviews 

very bad experience and it has not even yet started
just not even 48h after i paid 120€ for a pre-booking for my flights, the first flight has been modified from a 11h50 to a more than 29h journey.
as there is no suitable alternative, customer service informed me that i have lost my payment.
easy money then ! they leave people pay prebooking at no cost for Kenya Airways, they cancel/modify flights with only bad alternatives and they keep your money.

Very poor service recently on flight from Nairobi to Toronto via New York . i wrote to complain and received very poor disinterested apology offering no solution or anything to suggest i should use then again
1. Flight delayed 2+ hrs and notified 14 hires in advance ‘ operational issues ‘ vague. it actually took off 40 minutes after the delayed time indicated. Poor management
2 Security at gate lost my passport during scanning. Took a few minutes for them to find. Kenya just said contact airport authority. They should be advocating for me. They pay airport fees Use your clout Kenya !
3 Incorrect info given on luggage. Told at check in my luggage would be touted through to Toronto. Luckily i saw signs in New York advising transit customers to collect luggage and re enter security. This may well have resulted in my luggage lost or heavily delayed. Again Kebya response was just blah sorry.
Summary. consider carefully how you travel to and from Kenya

In the last year i have completed three trips in Africa involving six Kenya Airlines flights. All have been either cancelled completely, delayed or rebooked. I have spent one night in a hotel at two occassions and the total accumulated time waste is 34 hours. The airline systematically cancel flights without consideration of the passengers

I bought a return flight but was thinking to use the return portion of the ticket at a later date than on my original booking. KA agreed to this and warned me of additional charges and penalties but never told me that the ticket could not be rebooked as part of a return journey.. the original status of the ticket.

On attempting to rebook as part of a return journey I was informed that the ticket was now only allowed as a single journey. This was complete new information and rendered the ticket uneconomical to use (it would cost more than booking a new single journey when penalties and additional charges were added). Effectively I have now lost this ticket due to lack of relevant information at the point when I originally asked KA for advice. KA have confirmed that they have no evidence that they supplied this advice at the relevant time. I suggested fair resolution for their error and this was rejected. I asked on numerous occasions for their complaints procedure and have not received any details. Customers should be wary of advice from KA customer services as it may be incomplete and lead to loss of a ticket.

I am writing to follow up—yet again—on the refund request I submitted, which I was previously assured had been expedited. Unfortunately, despite those assurances, it has now been over five months with no resolution, no clear timeline, and no meaningful communication from your team.

This situation has become extremely frustrating and stressful. I booked this trip on behalf of other passengers, and they are now putting significant pressure on me as they have yet to receive their funds. Their patience has understandably run out, and I am left without answers to provide them.

What makes this even more concerning is the lack of response to my recent attempts to reach out. Being left without updates or acknowledgment only adds to the difficulty of managing this situation.

At this point, I urgently need:
• A clear update on the status of this refund
• A confirmed timeline for when the funds will be returned
• An explanation for the prolonged delay

Please treat this matter with the urgency it deserves. I would appreciate a prompt response, as this delay is no longer acceptable.

Thank you for your immediate attention to this issue.

Kind regards,

Kenya Airways is completely unreliable. I travel regularly Addis Ababa to Nairobi. For a 1:40 min flight, it's 600usd, and the flights are constantly cancelled and delayed. Same for international flights.

This is the worst company I have ever dealt with. I have visited 43 countries, but this experience was an absolute disaster.

Kenya Airways is the worst airline. Do not book with them. They do not have customer care and they allow you to book without advising that you would need transit visa to connect in Amsterdam after 3hrs. We only got to find out while checking in at OR Tambo and we obviously could not proceed. As we were told you would not be allowed to board in Amsterdam. Had to book another airline and it's been over 2weeks we requested a refund and never got an email or confirmation that it is being processed. When you try to chat on their live chat they ask you to just complete the refund form. You will never know if it's being processed or not. Stay away from this airline unless if you want to lose your hard earned money. 👎👎

My 08:40 flight from Nairobi to Vienna was cancelled at 21:30 the night before with no explanation.

I spent hours on the phone seeking assistance, facing repeated disconnections and staying on calls past midnight without resolution. Rebooking was eventually arranged, but only after prolonged effort and without meaningful support. This showed a clear lack of urgency and a failure of basic customer care. I arrived more than 30 hours late at my final destination, causing additional costs and a direct loss of income due to cancelled work.

No care was provided: no meals, accommodation, or transport despite explicit requests. I was told this was "not applicable" and had to cover all costs myself.

I submitted my expenses with verifiable proof. Payments were made via M-Pesa, which provides transaction records (date, amount, recipient). If the flight had departed at 08:40, these expenses would not have occurred. The timestamps clearly show they arose from the disruption, including additional accommodation, food, and transport. These were rejected solely because they were not in a preferred "itemised" format.

Communication that followed involved repeated requests for the same documents, laxity with no meaningful progress.

Instead of reimbursing actual costs caused by the disruption, I was offered a $150 voucher, which I refused. This is not compensation. It conditions reimbursement on future use of the same airline, requiring the passenger to give them more business to recover costs that should have been paid directly.

This falls far below acceptable standards and shows a fundamental failure in passenger care.

Passengers should be careful while booking with KQ and to document everything and be prepared to escalate.

I will not use this airline again.

I travelled with Kenya Airlines and was delayed.The airline confirmed the delay payments however despite sending all the requested information I am yet to receive the fundsI have traced this up severally but now Kenya Airlines is not responding to my messages.

I had a very frustrating experience with Kenya Airways customer support.

I tried to rebook my flight for several days via WhatsApp and email, but received no response for 3 days, even though my departure date was very close. This caused a lot of stress and uncertainty, as I didn’t know if I would be able to change my ticket in time.

What makes this even more disappointing is that support had previously replied within a day — but exactly when the request became urgent, there was suddenly no response at all.

In the end, I only managed to get help after contacting them on X (Twitter), where my issue was resolved quickly. This clearly shows that support is available, but not through the official channels like WhatsApp or email.

This kind of service is simply not acceptable for an airline, especially when dealing with time-sensitive requests close to departure.

To be fair, the rebooking itself worked in the end, but the process was unnecessarily stressful and disappointing.

I hope this will be improved in the future.

Horrible customer service and service period. I paid almost 1200 for two tickets but because of the war and gas we cancelled way ahead of time. They only refunded 498 they expressed that if you cancel after 24 hours there’s a cancellation fee $300 plus each ticket whoever cancelled a trip after 24 I know I never did I will never used them ever again I’ll rather walk to Africa before giving them my money. PLEASE DON’T LET THEM GET YIU LIKE THEY GOT ME PUT THEM OUT OF BUSINESS THEY ARE CROOKS!!!

Our flight was delayed by over 3 hours, we were stuck in Nairobi. The staff couldn't care less, only offered a bottle of water after we asked. Customer service is useless and again didn't care. The aircrafts are old and most of the screens dont work. The seats are damaged, wont recline, the meal trays too broken. Will never use kenya airways every again. All the negativr reviews you read are 100% accurate. We experienced all the negative points. Nothing positive in it. The staff serving are rude. No smiles, everything is a chore.

Kenya Airways just left us here in Harare Zimbabwe with no help to bring us back home.
You can apply for a refund, but we can’t help you.
We bought 2 business tickets and had no problem on our way out, but on our way home they just cancelled without any form of help.
Now we are in a hotel waiting to find some tickets. It will minimum cost us 7-8.000 usd
But its not there problem they say.
Never again

Kenya Airways pushed our flight over a day without notifying us. We would’ve missed our connections for our departure. For our return flight, 2 days prior they did the same thing and pushed our flight to have a 15 minute layover, and then rebooked us again a day later. So glad we canceled this entire journey with them and rebooked on another airline. Terrible as the reviews say. Be warned!

Wallet Stolen On Board KQ101 – Fraudulent Transactions, No Support, Serious Security Failure

My experience with Kenya Airways on 29 March 2026 was shocking and unacceptable.

My wallet was stolen while I was asleep on flight KQ101 from London to Nairobi. It was taken from inside my zipped travel bag, and the bag was closed again afterwards. I only discovered the theft when I tried to pay at duty‑free in Nairobi.

I reported it immediately, but the response was chaotic and unprofessional. It took over 40 minutes before anyone assisted me, and by the time I was taken back to the aircraft, cleaners had already been through it.

I was then told I was not allowed to file a police report in Nairobi, even though the theft happened on their aircraft. I had to wait until Johannesburg to file a sworn affidavit.

While I was in the air on my connecting flight, fraudulent chip‑and‑PIN transactions were attempted on my cards. I was not in possession of my cards, I never share my PIN, and I do not know the merchant involved. This confirms the theft happened on KQ101.

The financial and emotional impact was severe. I landed with no access to funds, no cards, and no way to pay for basic necessities. This trip was meant to be for my wedding celebration.

The behaviour of Kenya Airways staff was extremely concerning:
– No written incident report
– Contradictory information about onboard cameras
– No apology or empathy
– No basic assistance
– A station manager who claimed the airline “only takes responsibility for checked luggage”

I have escalated this to the CEO of Kenya Airways, my bank, and my insurer.
This was a serious breach of security and duty of care.

Travellers should be aware of how Kenya Airways handles incidents of theft on board.

My experience with Kenya Airways has been deeply disappointing.

I booked my flight through Expedia, the flight got cancelled while I was the airport. There was zero accountability or support. What followed was a prolonged (3 months) and frustrating process with no resolution, and no refund. They just treated it like it never happened, didnt respond to my refund clam and when I called they would keep me on hold for 30-35 Minutes and never return, I wound end up hanging up. Despite being entitled to a refund, I was left chasing both Expedia and the airline for answers, with neither side taking responsibility.

What stands out most is not just the operational failure, but the lack of customer care when passengers are at their most vulnerable. Communication was poor, responses were slow or unhelpful, and the overall impression was that once payment is taken, the burden shifts entirely onto the customer to fight for basic rights.

It is especially concerning for an airline operating at an international level to maintain such a poor reputation.

Ultimately, this experience raises serious questions about accountability and responsibility, particularly when third-party platforms like Expedia are unable to secure even straightforward refunds for cancelled services.

!!!SCAMMERS - AVOID AT ALL COSTS!!!

This airline falsely advertise numerous flights on their website. They have no intention of flying them!
They will continually cancel & reshedule you, regardless of which flight you pick, until you are onto the one actual flight they do fly!
I had 4 consecutive rescheduled flights, that you have no option but to wait for, as their refunds take 30-40days!
International flights from the UK/EU are covered by our flight regulations, but internal domestic flights, between African countries, are not, and this is where they play their scam.
!!!DO NOT PURCHASE DOMESTIC FLIGHTS!!!

'Pride of Africa' that's a joke. Worst airline ever!

I traveled with Kenya Airways for the first time in January 2026 for a 9-day trip to Zanzibar, and it was one of the worst travel experiences I’ve had.
My checked luggage was lost and not returned until 6 days into my trip, forcing me to spend nearly $400 on essential clothing and personal items. When I was finally notified that my bag had arrived, I had to travel approximately one hour each way to the airport to retrieve it, costing me an additional $100 in transportation.
I submitted a compensation claim in February, and as of April 2026, the issue remains unresolved. I have been emailing them for months, repeatedly providing the same documents they requested. Despite this, communication has been inconsistent, and at times they simply stop responding altogether.
On April 5, 2026, I called for an update and was placed on hold for 20 minutes without explanation. When I called again, I received the same vague responses with no progress or accountability. “Our manager is out.” “The finance team is not available right now.” “They should be emailing you regarding your claim.”

In addition, my flight itinerary was changed a TOTAL OF 5 TIMES without notice, which added unnecessary stress and inconvenience.

Overall, the way this situation has been handled feels extremely unprofessional and, at times, deceptive. Based on my experience, I would strongly advise others to be cautious when booking. This has been a very disappointing experience, and I hope the airline takes accountability and improves how they handle customer claims and communication.

They do not even care about customers they just left us at the airport to sleep on the floor with a minor and told us we have to pay to access the lounge. They changed our connecting flight to 9hrs later and never told us to arrange our own accommodation for the 9hrs , we got to the help desk and they did not care and told us to f*** off ,no remorse at all. They had strong attitude and trip.com said u can get accommodation and desks after they emailed kenya airways .My son is 11 yrs old and we are expected to sleep on the floor for 9hrs we called customer services when we got to the airport and tried texting they didn’t respond