Sorry, another story about bad customer service and Air TZ... My friend and I both booked tickets and came to the terminal in the Jomo Kenyatta Airport (Nairobi) marked for Air TZ departures. However, after getting through security, we were told it was the wrong terminal. By the time we got to the correct one, the checkin gate was closed. And although there was time, we were told the flight was ready to go. They left 20 minutes early with 4 missing passengers.Wondering how we could have not gotten the right terminal, we looked over all communication we had gotten from Air TZ. There was no terminal, gate, or seat information, and only boarding time was listed. Also, when we tried to checkin online the night before and that morning, the website was full of processing errors and we each only had the tickets for the second leg of our two leg journey issued. On going to the local Nairobi office to rebook, they insisted we would have to pay a change fee. One of us had booked through a third party, and they blamed the poor email communication on that, even though all ticketing information we received from Air TZ directly looked the same for both of us. The worst thing is that local staff lied and said no other passengers had missed the flight and refused to call the airport to see if the signage was actually mismarked for the terminal!! They said it was our responsibility to call customer service if we couldn't find terminal and gate information on our tickets. I pointed out that it was impossible they expect every passenger to do so. They also said it was standard to arrive 3 hours early for international flights, and if we had done so, we would have not missed it. Really? 3 hours early for a 2 hour flight? Having taken a 13 hour flight a few weeks prior, that airline only required us to show up 90 minutes early. So they want us to show up 3 hours ahead because of their poor communication and they are allowed to leave 20 minutes early?Lastly, when we were issued tickets for the rebooked departure - which we had to pay for, in addition to forfitting our vacation hotel booking that night - all the information that was missing before was also missing on these tickets. Never again will I take Air TZ.
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