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“Very poor despite good aircraft.”
Review of Kenya Airways


Reviewed February 23, 2024

Disappointing experience despite new aircraft and reasonable seats.

Bad attitude from KA ground-staff in Kenya, and at the Simba lounge even shocking rudeness and aggression + no seating or food available.

Told at check in bags would go through to final destination but actually had to collect in Nairobi, walk 500m outside to different terminal with them & re-check in (no communication or assistance, had to ask airport staff what to do).

Food on plane was ok but standard economy food served with nice plates etc. Toilets wet and messy throughout flight with 1 of 3 front reserved for staff. Cabin crew were friendly with one exception and the best of a bad experience.

Flight change by 1 day on the way out (with a months notice but required rebooking hotels), and 2.5 hours on the tarmac on the way back.

Nairobi airport is a total shambles and the airline is missing an opportunity as the national carrier to offer their customers a slightly better experience than others. "Priority" lanes were slower than regular ones & queue jumping tolerated. There was no benefit to business class on the ground.

Avoid if you can and if no other choice only upgrade for the seat as that's all you get. Kenya Airways needs to address their staff training/attitude and processes to compete with almost any other airline.

But we did get to our destination safely on a nice seat.

Date of travel: February 2024
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1  Thank Stay25920204456
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
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57 - 61 of 3,492 reviews

Reviewed February 22, 2024

Worst airline to travel
They outsource the air after to other carriers who don’t speak English have terrible service and gives the airline a very bad reputation . Kenya Airline is constantly knowing for delaying their flights - iv taken three so far on one trip all were delayed . Do not use them

Date of travel: February 2024
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1  Thank H0theels
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed February 22, 2024

If minus stars was an option, thats Kenya Airways.

Cancell the flight at the last minute and expect passengers to eat plane food dinner at the gate and sleep on benches on a flight that is delayed for 7 hours.

No compassion for their customers.

After many years of flying, this has to be the worst experience.

As per their staff, "you can chose any other flight next time, its your choice"

Date of travel: February 2024
1  Thank Deveshan N
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed February 21, 2024

The service of Kenya Airways has been terrible. I had a group booking for 17th of Feb, and wanted to cancel 1 ticket. On the website is stated that cancellations are possible, with paying a fee. This was not possible for me, then they said I could change location or date. Afterwards, this was also not possible. Overall, if you book a ticket and want to cancel/change the flight, you will NOT be helped and there will be no solution. Even response time from customer service, for each e-mail took more than 2 to 4 weeks, or they don't reply at all. This costs me 780 euro, and it think this is the WORST service I ever had.

Date of travel: February 2024
1  Thank Juliette S
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed February 17, 2024

Worst experience ever! Travelled with my wife and 3 kids (all under 5 years of age). We had numerous delays and cancelations. We had to spend the night in the airport of Nairobi without access to any accommodation or an airport lounge. We arrived at our destination 1 day later and our luggage arrived 3 days later! Our 1 stroller arrived 2 weeks thereafter at home. Kenya is refusing to compensate us for the accommodation. They don't really care about what we went through as long as they made their money. I would not recommend to anyone. Poor service overall. Poor customer service. Lack of accountability.

Date of travel: December 2023
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3  Thank 646yusufe
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
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