Kenya Airways2 reviews
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I was stood in the departure hall in Kigali when the day really went sideways. I’d booked months earlier, planning a multi-leg trip home via London, and my first impression at check-in was that things looked… ordinary. Then the schedule kept slipping. One change, then another, and suddenly we were facing the real possibility of missing our onward flights. Delivery of the promised times was poor from the start. Communication was worse. There was a WhatsApp number labelled as a 24-hour helpline, but getting useful help from it was hit and miss at best. I tried that line, then phoned, then walked round the airport à la several attempts — not ideal when you’re on a tight itinerary. A chap called Cleophas answered at one point. He knew we were at the airport but didn’t call us over or flag anything immediately. He said he’d look into getting three seats out of Rwanda so we wouldn’t lose the connection. We heard nothing for ages, so I went looking. On arrival I found him dealing with people who had come to his desk in person. He prioritised those who showed up, which I get — but we were there, asserting flexibility, even offering to pay for upgrades or split across flights. He kept saying there was nothing until the next afternoon, which, in plain terms, would have wrecked the rest of our journey. That lack of proactivity felt like failure of customer service rather than bad luck. We tried Rwandair next door. Their staff said there were seats and even went to speak to him; they came back crestfallen and apologetic because he maintained there was no option. In the end we booked ourselves onto Brussels Airlines that evening and paid substantial sums to avoid missing the big flights later on — roughly $10k between us, which is far from ideal. The airline’s team only messaged via WhatsApp with a standard apology many hours later, by which time the situation had been resolved without them. Emotionally it was draining. Practicality-wise, the delivery of the service was unreliable and the onsite support felt indifferent. There were a few decent moments — some staff tried to help — but overall the experience left me disappointed and a bit wary of using them again. If you value predictable timings and responsive service, be prepared to follow up in person and to have a backup plan. I’ll be more cautious next time.
Half a marathon of travel — but we got there in the end
a Dar es Salaam to Nairobi flight got cancelled with hardly any notice and we were rebooked on an earlier service. Problem was, we were still in Zanzibar and simply couldn’t get to Dar in time. No reps at the airport to ask help of, so we had to trek into Stone Town to find the airline office — extra taxi costs and a lot of time lost. Eventually they rebooked us on a later flight from Zanzibar and we made it, after a long day of waiting and stress.
First impressions when we finally boarded weren’t great — grumpy, tired passengers and a shaky start — but I do have to say the crew on the eventual flight tried to be helpful and kept people informed when they could. It didn’t fix the upset or the wasted time, but it made the final leg more bearable. We spent about a full day dealing with delays and extra transfers, which isn’t ideal, and after lots of emails they refused compensation citing jurisdiction rules. No voucher or small gesture was offered, which I expected at least.
So, did my doubts disappear? Not entirely. I’m relieved we got home and a bit impressed by the crew’s effort, but I’m also annoyed at how the disruptions were handled on the ground. Would I book again? Maybe, but only if I had a solid backup plan. Honestly, it was a learning experience — stressful, yes, but not without tiny moments of decent service.
About Kenya Airways
Kenya Airways is a Kenyan airline providing scheduled passenger and cargo air transport services. Headquartered in Nairobi, it operates through its main hub at Jomo Kenyatta International Airport, linking Kenya with destinations across Africa, Europe, Asia, and the Middle East. The airline serves leisure and business travellers, as well as freight customers. Kenya Airways is a member of the SkyTeam airline alliance and is part-owned by the Government of Kenya and KLM.
This information is based on publicly available data and is provided for orientation purposes only.
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Last update: April 2026
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