Kenya Airways Reviews 

Horrible experience

Kenya Airways is one of the worst airways to travel. The customer service is garbage and they have made baggage policies just to fraudulently make money from their customers.
I was traveling from Kenya to Dubaj through Kenya Airways and had the worst flight experience in my life.
As per the airline policy I was allowed 2 bags of 23kgs each. I had one bag which was 25kgs and the staff (Agnes) @ JKIA airport said that the bag is 2 kgs over weight. I told them I am allowed upto 46 Kgs and I am just taking 25 kgs but they said they cannot allow more than 23 kgs in one bag and if I have to take the 25 kg bag I have to pay for the 2 kgs overweight, I got angry and called for the manager (Alexus) who was worse to deal with and rude as well and said if I have to take the 2kgs I have to put in another bag, I was luckily traveling with my wife so I was able to adjust the weight in her luggage.
I have travelled with multiple airlines and no airline will refuse you if the weight is within the baggage limit allowed specially for couple of kgs. This is the worst experience I have had with any airline and they just want to fraudulently make money from their clients.
I came to Kenya in Air Arabia with the same bag with the similar weight and had no issue what so over
Apart from the this the flight was delayed more than an hour and they don’t even update the passengers properly and the flight attendants are also worse to deal with, An attendant placed the hot chicken meal straight into my wife’s hands, causing them to burn her hand and having no sense of how to serve customers.
I would urge everyone to avoid Kenya Airways at all costs they are pathetic to deal with.

Disgusting service.
My flight was cancelled on the way, then it cancelled on the way home. What an ordeal. I had random messages that my flight was boarding on the wrong days. The information was unclear and misleading. They're the worst airline ever (aside from Turkish Airlines)

This company is an absolute joke. Our flight attendants as cancelled. I have been trying since to apply for flight compensation but no chance with them. Nowhere on their website you can do it. I sent an email to customer.relations but received an automated message saying to submit my request through their feedback link, which is not working. So not sure how to contact them now. But I will not give up.

Diabolically awful. I have been let down so many times by this airline I have promised on my grandparents graves never to make the grave error of entrusting any element of any travel I shall ever again conduct to this buffoon of an airline. They are my single most despised company globally taking no responsibility at all for their endless mess of management. I am not a religious man, but before bed every night I do pray to Saint Christopher, that Kenya Airways end their blight on what is otherwise one of the finest countries on earth. Kenya Airways are nothing short of criminal and I could not recommend more total avoidance, even if it costs you £500 more, that is likely to be a saving over their cancelling your flight and giving zero compensation or alternative.

Poor very poor first problem we could check in up to 4 bags at 23 kg I only checked 3 2 under 15 kg 1 was a little bit over 23 they charged us a extra 50 USD they wouldn't combine the weight every airline I have flown on combine the weight second had a delay no info given just kept saying will be soon find a different airline or even a camel would be better

Gutted.

Our flight was cancelled, so I called the call center.

The itinerary discussed with the agent over the phone did not match the itinerary on our new tickets. As a result, we had to cancel our own flights in order to retrieve our luggage from the hold. We then had to pay out of pocket for a hotel, meals, and an alternative flight.

I have been trying to reach the airline through the complaints portal. The first response took a while, but they were initially empathetic and responsive. However, after I sent a follow-up email, the case was closed without any notification or final decision.

I travelled with Kenya Airways under reservation PEQANT from Mauritius to London (15–16 June) and it was one of the worst airline experiences I’ve had.

On one flight, water was dripping directly onto my seat for much of the journey. On the return leg from Nairobi to London, my entertainment screen didn’t work. I informed the crew; they restarted the system but it made no difference. I wasn’t moved or offered any alternative.

I was also given the wrong seat without explanation, despite having booked in advance. My transit through Nairobi was chaotic — landing at midnight but not getting a hotel room until 3:30am, only to be picked up again at 6am. Two flights were changed without warning or email notification, forcing me to take emergency leave from work and lose a day’s wages.

Staff at the transfer desk were dismissive, unhelpful, and showed little concern for passengers. The overall lack of communication, poor onboard conditions, and disregard for customers was shocking.

This trip was stressful, uncomfortable, and financially costly. Based on my experience, I strongly advise avoiding Kenya Airways if you value reliability, customer care, and basic service standards.

Avoid this airline.

My flight was on 21st of July 2025 few passengers showed up it wasn't fully booked they gave us excuses after excuses untill they finally cancelled the flight with no explanation we slept at cold airport in harare we were later arranged flight to uk with Emirates Airlines the following day 22nd no apologies or taking us to hotel we slept in the cold

Kenya Airways cancelled my flight… I missed my onward flight to Oslo… I couldn’t get hold of any Kenya Airways agent… no support at all.”
poor service

They rescheduled flights numerous time while away, customer support is atrocious, almost non-existent.

I cannot explain to you how awful this airline is, you'll only know if you experience it and i hope you never have to. Ruined our trip.

Don't go here. PLEASE.

Experience was worse than a budget airline! Paid way too much and got placed in seats that would not recline without any notice for a 6 hour flight! Could not sleep and felt sick by the time we landed! Asked to move to emergency aisle directly behind us that was completely empty and was told that we could not move there due to other people paying more for these seats! No Coke Zero either and after travelling East Africa with remote places offering Coke Zero was disappointed with this also !

⭐ 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.

We were rebooked without our consent on another flight—again, zero communication. When we returned the next day, the check-in was total chaos. I had to retrieve and check in my own bags without help. And even after personally placing my luggage on the belt, it never arrived in Nairobi.

Where was it? Still sitting at JFK. I know this because I tracked it myself with an Apple AirTag. I told Kenya Airways exactly where it was. They did nothing. It sat there for five more departing flights before they sent it.

When it finally reached Nairobi, it sat another 3.5 days in storage. I was told it was out for delivery—it wasn’t. I had to pay $100 out of pocket to have someone retrieve it personally.

I spent 9 days in Africa with no luggage, wearing the same clothes, on a mission trip. I called customer service twice daily and never got through—just endless hold times, disconnections, and silence.

🔴 No communication
🔴 No accountability
🔴 No support
🔴 No apology

I’m part of a large, active NGO that brings thousands of dollars annually in group travel to Africa. Kenya Airways has not only lost my trust, but likely the future business of our entire network.

I am demanding:

A full explanation of what happened

Compensation for expenses and disruption

A formal written apology

Kenya Airways claims to be “The Pride of Africa.” After this disaster, I can confidently say it is the most careless, unaccountable airline I’ve ever dealt with.

Do better.

They charged me $2100 just because I missed my flight from Mombasa to Nairobi. They are very money-hungry. They seem to be waiting for the opportunity and mistake to exploit people. I'm very sad. Imagine how sad it is. The flight I missed was from Mombasa to Nairobi. They charged me $2100 for this mistake.

They changed our flight so we can't make it. We paid more than 6.000 euro's and they aren't able to tell us if it will be refunded, customer service is the baddest I;ve ever experience. They will take up to two (2) months before refunding (if they will). Never again will I fly with this joke of an airline.

Probably the worst airline service I have ever experienced in 25 years of travel. Bought a return London Heathrow to Harare, Zimbabwe. We got delayed by more than 4 hours. When I eventually reached final destination my 2 checked in suitcases locks had been broken. I sent a complaint and compensation and have not heard a word back! As I speak my flight will now land 12hrs later plus I’ll incur charges and turn up to work without sleep and also no shops to buy sanitary pads. It’s been an absolute mess.

It's the worst company that can exist. There are constantly flight delays, constantly suitcase problems that does not arrive at the destination. Indeed, we haven't had a suitcase for a week because they didn't leave with us. Neither cabin suitcase nor hold suitcase. I am not an isolated case at all this happens to all the people who take this company towards the Comoros. We find ourselves today with nothing. This is unacceptable and this is not the first time it has happened to us. I do not recommend this company in any way and this for any destination.
C’est la pire compagnie qu’il puisse exister. Il y a constamment des retards de vol, constamment des problèmes de valise qui n’arrive pas à destination. En effet cela fait une semaine que nous avons pas de valise parce qu’elle ne sont pas partis avec nous. Ni valise cabine ni valise de soute.Je ne suis pas un cas isolé du tout cela arrive à toute les personnes qui prennent cette compagnie en direction des Comores. Nous nous retrouvons aujourd’hui sans rien.Cela est inacceptable et ce n’est pas la première fois que ça nous arrive.Je ne recommande en aucun cas cette compagnie et cela pour aucune destination.

I’ve been chasing Kenya Airways since November 2024 for reimbursement for damaged luggage for both me and my wife. Despite multiple confirmations from their customer service that the refund would be processed, nothing has been done to this day.

Their service is unavailable, unreachable, and completely unreliable. It’s impossible to get clear answers or follow-up, and every time we contact them, we’re just told to wait — again.

This airline is not serious at all when it comes to after-sales service or handling claims. Honestly, avoid this company at all costs. They are not professional, and I do not recommend them.

Honestly speaking I had an issue with my ticket being cancelled and the fact that I paid for 250$ for rescheduled and they still cancelled but I went to speak with their duty officer in Dubai this guy is very understanding ( RAMY A HUSSEIN ) he fixed it for me and one of my friend ! He’s the best I can’t lie

Overbooked flights, cancellations, we flew from London overnight to be told our next flight is overbooked. We got sent to Addis to catch another flight which was also overbooked. Now stuck in Addis. The management/administrative arm of this airline is completely incompetent which is a real shame because the crew onboard are wonderful.