Kenya Airways Reviews 

!!!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

First of all, Kenya Airways is just a scam. They delay you for 16 hours.Food, just like a broke man's meal. And then one year later, they don't even give you a good refund. Absolute scammers. I will not go on this airline again.

Kenyan airways passengers to india and thailand require a yellow fever vaccination 10 days prior to flight. No information is given about this and some passengers are refused boarding without refund. Disgusting!

An absolute disgrace. Took my money for an upgrade, then transferred me to another carrier at short notice, and despite promises, have never refunded me for the upgrade. Not to be trusted.

Horrible seats unbelievable and i am a frequent flyer

KENYA AIRWAYS. . Your team in O.R Tambo is so bad. I made this complain before and it was not take seriously. Now lets go to yesterday night. I was meant to travel on the 5pm flight which delayed with 30 min. Because of that change my travel agent did not issue a ticket now that is my problem I agree. The travel agent issued a ticket for 25th March for the 1:35am. I was the first one on the check in counters at exactly 9:30pm when they opened the gates. The manager refused to check me into my flight that was heading to dar-esalam because I am a Kenyan Citizen. THE MANAGER MR DERRICK. Refused I board my flight because he said I will alight in Nairobi and not go to Dar esalam. He said this because I had no checked in luggage. He said that very many people do this that because KQ to Tanzania is cheaper than KQ to Kenya people do this all the time. Please note, I had a bag with me on my back with clothes and my personal item. So apparently to fly Kenya airways you need luggage. It's mandatory to check in luggage. So the Derrick manager ask that I buy a return ticket from Dar to Nairobi. I go ahead and buy the ticket with Precision Air. Please note this is now around 10pm when I buy the ticket. The manager still refuses I board the flight because the ticket is not a Kenya airways one. He Even tells me he will not allow me to board if the ticket does not say I will go to Kenya in two days. HE EVEN WANTED TO DETERMINE MY DATE OF TRAVEL FROM DAR TO KENYA. He says or I change the ticket to read Kenya as a destination for this flight then book to go to Dar in 4 days. I tell him I can come from Dar to Kenya in any means including a bus or a private car. Seriously, I am entitled to 90 days per stay in Tanzania and they are more than 1 million ways to get to Tanzania from Kenya. I had bought the return ticket but the guy and his team wanted to make their counter sales with me by trying to force me to buy a ticket more than ksh 70000 on spot. I refused. He offloaded me from my flight. I have had to book a ticket to Dar with air tanzania so as to make it for an urgent appointment.

Pathetic customer service.
I had the displeasure of interacting with 2 quite rude customer service agents who couldn't be bothered to answer my questions. All I got was generic copy and paste responses to my specific queries about my flights. Makes me wonder if they care about their customers at all.
I then tried to contact them through their so called 24/7 WhatsApp line. I only got a response from them a full 17 hours later. The chat was closed after 10 minutes because apparently I didn't respond in time. If you're going to make me wait almost a day to get a response from you, atleast give me more than 10 minutes to reply.
Thankfully I bought a refundable ticket. I have cancelled my flights and will be using another airline as I shudder to think how I'll be treated by the rest of their staff. I just hope there are no issues getting my money back!

Most terrible airline ever. Almost all flight are delayed and with missed connections and lost vacation days as a result. You wait in lines hour after hour to wait for rerouting. And on top of this, our luggage was delayed one day going out and 2 out of 3 suitcases lost going back. And we paid for expensive seat upgrades that we did not get due to rerouting, and it is very difficult to get in touch for a refund of this. Flying with Kenya Airline cost us two vacation days in transit and has been the worst and most frustrating trip we have ever had with an airline.

I had booked to travel business class with my elderly mother as she would be more comfortable. When we got to the desk in Zanzibar on our return flight, we were told that business class was full. Our flight was also changed and delayed many times, they really messed us about

Our London Harare return journey which we paid extra to be only 13 hrs was changed to 20 hrs with a 7 hr wait in Nairobi.!!!! The rep Missheck in Harare promised to email to Nairobi transfer desk so we could sit in a lounge. The woman at transfer desk wouldnt offer that. DO NOT FLY with them. They have just lost 4 customers and family.

Kenyan airways changed flight details by 2hrs which resulted in us missing our flights. The team did not even attempt to assist us. They told us that it is not their problem.

Terrible experience. Wil never advice anyone to travel with Kenya Airways. My luggage got lost after our flight.Bad customer service ever. They kept saying they did not have the luggage until KLM came to the picture. KLM was very helpful to trace the bags. All of a sudden the bags appears in Nairobi, broken into and my personal belongings missing. Kenya Airways will not accept responsibility because my representative did not report the damage on time. Kenya Airways kept quiet and never gave any advice. The customer service mailcorrespondence takes long to reply my enquiries and the staff are rude in their response. Thieves operating a kiosk of an airline. Never ever travel with Kenya Airways

No flight delays, nice friendly staff, would definitely fly with them again.

Very positive experience! Friendly, well taken care of. Food and drinks were also more than good. No delays, and we would definitely fly with Kenya Airways again next time. I don't agree with the bad reviews.

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.

Worst airline ever, no communication no what, was suppose to depart Heathrow at 17:25…. Told later flight delayed, around 22:30 flight cancelled…. Collected our luggage accommodated at Crown plaza, flight scheduled for next day 20:15, no communication no what, all plans affected. I will never encourage anyone to use this flight

Not a pleasant experience, paid extra for short stop decent flights because of young children in group (although still stupid hrs) to get to the airport and have a 3hr delay (which they changed 2 weeks before we left, changed us to a flight that stopped for off loading and loading!!
Again the Friday before we were due to leave on the Sunday it got changed twice again, but how can you land in UK on the Sunday morning but dont fly out from Zanzibar until the afternoon of the same day!!!! Absolute joke, took ages to get through on the phone, to be told it was down to Away Holidays we booked through, but Away Holidays stated the same, it was down to the Airline!!! Shock horror.
On the way home, changed again! We had to hang around both airports for hours for connecting flights, so paid for the lounges as didn't want to hang in the airport bit as not good with youngsters, never again. Absolutely shocking of constantly changing the flights.