Review Time
Customer service 'excellence' that hangs up the phone when they are no longer interested in listening to you. You can't think of a solution with them, they simply just end the call or leave you on the line talking to yourself! What a shameless lot.
My partner recently traveled on the Kigali-Nairobi-Dar route and back in December 2025. The check-in process in Kigali was straightforward, and she was able to choose her preferred seat at no extra cost for all four legs of the journey. All flights were operated by comfortable Embraer 190 aircraft, and they were punctual with all luggage arriving without issues. The food consisted of cold sandwiches, which were acceptable for these short flights, and drinks were served once or twice during each leg. With Silver status in the rewards program, she enjoyed complimentary seat selection and Skyteam priority benefits, including an additional bag allowance. Overall, the ticket was reasonably priced.
My partner flew Kigali-Nairobi-Dar and back December 2025. Check-in in Kigali easy; favourite seat granted - free for all four legs. All flights were on nice Embraer’s 190, they were all on time, and all luggage arrived finely. Food on these short flights were just cold sandwiches, but edible. Drinks given, 1-2 rounds per flight. Silver status in Asante Awards granted her free seat choice and Skyteam priority privileges, including extra bag. Miles given. Ticket not expensive.
Dissatisfied with the service provided by this airline due to nearly always delaying the departure time by which I could of have missed my connection flight! Not only that but also when we entered another plane with the same airline (connection flight), the whole AC system was inoperative and we were all feeling boiling hot while the crew was sorting out technical issues (as the announcement was stated). We waited for an hour or so to depart from Nairobi, which is an absolute joke! Should have checked the AC system before hand and not allowing passengers to board the plane when such issues happen like this!On top of that, the entertainment screen was not working at all and my kosher meal was forgotten about until I had to remind one of the crew members to bring it to me.This is indeed "the embarrassment of Africa!" Not "pride of Africa!"Very poor service.
AVOID AVOID AVOIDThis is such a horrible airline with no respect for peoples time. If you have urgent things to do, please avoid Kenya airways. I booked this with friends to celebrate my birthday in Zanzibar, initial flight was rescheduled abruptly for 12 hours later, which meant we arrived in Zanzibar at 9pm, instead of 9am...a whole day lost. Our flight was from Entebbe. Going back, the end leg into Entebbe has been pushed twice?? Imagine if we had connecting flights?They change flights any how.All hotels at Zanzibar advised that its best to use Ethiopian Airlines because they don't reschedule flights nilly willy.Disgraceful airline indeed...Never again will I make this mistake
I would like to commend Kenya Airways ticketing agent Zanele Makhubu for her exceptional customer service. After I mistakenly arrived at the airport a full day late for my flight, I was extremely overwhelmed and disappointed. Zanele handled the situation with such kindness, patience, and professionalism. She reassured me, took the time to understand what happened, and efficiently rebooked us on the 01:35 flight on 15 November back to the Netherlands.Her calm, supportive attitude turned a stressful experience into a manageable one. I am truly grateful for her help and outstanding service. Thank you, Zanele!
I have always chosen KQ for past 4 years for my visits to Kenya because it is right support an airline of my country of birth. On 3 rd of Nov, the day of my flight to Nairobi, I was whisked off to hospital in a medical emergency. The crisis over- have been begging KQ for past 23,hours that they give me letter that they cancelled my return flight without refund . My insurer wants a letter of confirmation that I did not travel to Kenya with KQ nor use a return ticket or be refunded . Even After proving my integrity and honesty , references and posts - they refuse to give me a letter for my insurer that I did not travel on the appointed date and neither did I receive a refund for inbound and return journeys. 5 mins ago they had a meeting and decided they will NOT give me a letter despite my showing them the letter from my insurer. Hours of stress since 3am. I was convinced that this was not customer services but a scam line. It took them over 22 hours to type half a dozen responses to me. Negative, unhelpful and totally stressful for someone released from hospital with a serious problem. No amount of evidence about my good character and charitable work in Kenya convinced them to just write me a letter for my insurers. And that’s despite that they have taken my rights of my return flight ticket plus money for a chosen seat. Where is the justice here? KQ you can be assured that many in Kenya will pursue this abominable treatment to a person totally committed to the youth and education of Kenya.Dr Anita Handa-Corrigan2025 Gulbenkian nominee for climate and HumanityFounder Maasai Climate Resilience CentreFounder environyoutheducation.co.ukAdjunct Research Scientist AICAD
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Kenya Airways one of the best and most respected airline companies in Africa. Enjoy comfort on our true flat beds, relax at the exclusive Pride and Simba lounge, and experience the warm caring African touch. Take advantage of our incredible fare bargains whether on economy or our award winning business class. Fly The Pride of Africa.
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