Kenya Airways Reviews | kenya-airways.com @ PissedConsumer

Lucy A Eoj

Lucy A Eoj |

Nairobi, Nairobi

I am so dissatisfied and disappointed with KQ

Mar 21, 2024

First of all I don't mind being left with a flight. Today I got the worst experience with KQ.My mum was to travel today to Mumbai India for a heart valve replacement which has costed us 7.8million ksh. I had done all the logistics for her to travel with KQ and also purchased for standby oxygen in the flight. I even got a call from KQ doctor the previous day and he gave us a go ahead after answering his concerns about the patient. Yesterday at 10pm the agent calls me asking for documents for the nurse escort who is traveling with mum I e his linces..I mean it's 10pm I cannot call him at 10pm..so I waited until morning to do so.He was traveling from nyeri to nairobi since he was traveling to India today and his linces was at home. He arrives in Nairobi and sends hi linces to KQ.Unfortunately his linces had expired and he was not aware. He decides to call KQ doctors who advice him to go straight to the airport. As he is there at 1:30pm he is trying to get into the portal so as to renew his linces but the system was not working. He call the KQ doctor Mercy who keeps telling him he will attend to him shortly. I arrive with mum and the relative that they are going with to Indi Ata around 4:15pm I mean the doctor has yet talked to the nurse. At 6pm we decided to check inn.So the Kq doctor had to access mum. We started calling the Doctor Mercy as from 6pm and she came to attend to us at 7:15pm. The nurse explains his situation and he even shows her the system and how it was not going through. The Doctor Mercy then tells us she is going to talk to her bosses and she will communicate on email the outcome. We even share with her our email address and she even instructs the nurse to write an email to her . We kept calling Dr Mercy and she kept telling us to wait for ten minutes until 8;50pm which of course by then the flight has gone. I called the office one last time to ask her why we have not gotten any email and yet the flight has gone.Someone different picks the calls and tells me he is not aware unless he asks Dr Mercy. I am so disappointed with KQ and now I have believed why people say KQ is the worst airline!!! Regards, Lucy

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Cons:

Lack of proper communication

Preferred solution: I would like to get a refund coz I had to add for the next flight the following day!!

User's recommendation: No way..no one should ever consider KQ!!

Nasser E Rcf

Horrible Support Team!!!

Feb 01, 2024

1.0

Kenya Airways - Horrible Support Team!!!

Kenya Airways - Horrible Support Team!!! - Image 2

My ticket was booked with a small typo (1 additional letter), so I contacted Kenya Airways on the phone and told them about it. Their phone support said they could handle it for a $50 update fee if I emailed them, but their email support refused "because it involved multiple airlines" and then stopped all email correspondence. I contacted the other airlines involved in my flight myself and had no issue updating with them, but Kenya Airlines still refused. I ended up having to cancel my ticket, pay a **$400 CANCELLATION FEE** and rebook. This is my first time dealing with an airline with support this horrible. Most airlines don't even charge you to cancel within 24Hrs, but Kenya Airways had the nerve to charge me $400 for a cancellation 12 hours after booking because they refused to follow through with their name change policy.

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Loss:

$400

Pros:

Price

Cons:

Scammy cancellation policy
Horrible customer support

Preferred solution: Full refund

User's recommendation: Avoid this airline! Fly ethiopia or anyone else instead

Mary C Qdx

Fraud in you airport

Mar 12, 2024

There is fraud in your airport jommo kenyata airport +254 747 ****72 is concerned in taking my money The ticket for my parcel WS17SR check if it is still available

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Loss:

$37

Preferred solution: Full refund

Lucy A Eoj

Lucy A Eoj |

Nairobi, Nairobi Province

You know what I have always wondered why people don't like KQ .Today I have experienced it first class with KQ doctors one called MERCY which was on call today!!kenya office.

Mar 21, 2024

1.0

To begin with I really don't mind being left with a flight . Today my mum was to travel to mumbai India. for heart valves replaced.which in total has costed us 7.8M. I had done all the logistics interms of even paying for a standby oxygen.And a doctor from KQ had called me the previous day to ask about my MUM which he gave us clearance. At 10pm,KQ agent calls me telling me that the nurse who is going with mum has to have a lincence..The nurse was traveling today from Nyeri to Nairobi coz of the travel to india.He reached Nairobi and sent the linces to the agent..But unfortunately it had expired. He the nurse called KQ clinic in JKIA and they told him to go straight to JKIA.As the nurse was there he was trying to access the portal so as to renew his linces but it was not going. through .So he calls the Doctor Mercy,who tells Antont the nurse to wait she will talk to him.I arrive at the airport with Mum at around 4pm and we start calling the doctor. The Doctor comes to access MUM at 7pm after calling her from 4pm. The doctor then tell the nurse to write an email to KQ doctors and attach the documents that he was trying to attach so that he can renew the linces. We kept calling the doctor mercy and she kept telling is we give her 10min until 9pm which of course by now the flight had left. When I called one last time there was a different doctor who tells me he is not aware he has to check with mercy. So I ask my self there was no proper communication to us that it was impossible to travel.The ten minute waste of our time from 2pm was enough for us to look for a replacement nurse. I regard this as mistreatment and I WOULD NOT RECOMMEND ANYONE TO USE KQ . Regards, Lucy Achieng

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User's recommendation: No way I would not recommend anyone to KQ

Andrew W Xto

Manage booking

Dec 22, 2023

1.0

Kenya Airways - Manage booking - Image 2

I am booked to travel from Heathrow to Johannesburg via Nairobi in a days time. The booking site is a joke and will not allow me to book assistance, a disabled seat, or a special meal. The Customer "Services" telephone remains unanswered

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Cons:

Communication is shocking and booking website a joke

Preferred solution: A disabled person assistance for my flight

User's recommendation: FLY ANOTHER AIRLINE

Pierre D Tbh

Pierre D Tbh |

Nairobi, Nairobi

Problem flight delay

Nov 18, 2023

Bonjour Madame Monsieur le Responsable des réclamations de la compagnie Kenya Airways Je me permets de réclamer le désagrément du vol KQ415 qui devait atterrir le jeudi 9 novembre 2023 à Nairobi et qui a été détourné sur Monbassa. Nous avons raté la correspondance pour Zanzibar , et du attendre le prochain vol KQ494 à 18h30 pour arriver à 19h50. Le résultat nous sommes arrivés dans la nuit dans une résidence où la réservation était pitoyable, vu l'heure nous avons été de rester jusqu'au lendemain matin. J'ai fait la réclamation pour une somme de 693 euros fois deux , j'avais loué deux chambres. Dans ce cas sur facture je demande le remboursement des sommes engagées. Dans d'une réponse rapide à ma demande Madame Monsieur le Responsable mes salutations. DELAHAYE pierre

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Loss:

$700

Pros:

Delays

Cons:

Delays

Preferred solution: Price reduction

1 comment

Guest-2431141

Nov 20, 2023

Hi Pierre, Sharing your details through the Kenya Airways global email customer.relations@***a-airways.com will be a best option to have your concerns handled.

Helpful

Wayne C Qco

The Worst!

Jan 03, 2024

1.4

Not to mention the cancelled flights without notification, lack of customer service and telephones that do not work, they lost my luggage and cannot tell me when it will be returned to me. They also promised me an email regarding my luggage but nothing has been received to date!. This airline should not be in business!Book with a different airline!

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Loss:

$1750

Cons:

Cancelled flights
Bad service
No customer support

Preferred solution: I want my luggage back!

Faisal H Ngy

Faisal H Ngy |

Durban, Kwazulu-Natal

Enquiry regarding Name Correction IN TICKETS

Jan 20, 2024

Faisal Hasib 5:54 PM (1 hour ago) to customer.relations sir, can you make changes to my name i made a spelling mistake in my surname i made an online booking for Kenya airways FROM JOBERG TO MUMBAI FOR 3RD MARCH made a mistake in my surname Booking Reference: W436ZI ticket no 706230****814 surname should be hasib written wrong as hasb please make the correction in ticket (surname should be hasib) faisal hasib +278********

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jaco v Gkt

Disgrace

Dec 23, 2023

Your airline is a disgrace. You cancelled our flight 4 times!!! Then we find out our original flight left with plenty of open seats. You have now cost us R40 000.00 because we could not get to our hotel for 2 days. I dont expect a response.

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Loss:

$2000

Pros:

Zerp

Preferred solution: Price reduction

User's recommendation: Never ever use Kenya airlines

Anonymous

Guest-5551444

Nairobi, Nairobi Province

KQ792 flight disruption on 22 Jan 2024

Jan 22, 2024

On 22 Jan 2024, KQ792 to VFA has been diverted to LVI without any prior notice. It was clear that diversion was planned by KQ in advance to deliver spare parts and service another KQ plane stuck at LVI but nobody informed the passenger about the changed schedule. All passengers were left onboard waiting for eventually continuing their trip to VFA, which has been knowgly messed up by KQ for their own logistics issue. At 10.54 a.m., there's been the first announcement by the crew, and passengers were informed that there's still to wait 20 minutes before this KQ792 can take off and get us to VFA. However, at 11.26am KQ792 has not yet departed, and nobody knows what time we'll reach our planned destination, that's VFA. Frankly, this is not the way a carrier should operate their scheduled flights and need to be fully explained.

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User's recommendation: KQ must improve services

Anonymous

Guest-5505731

Nakuru, Nakuru District

Service

Jan 07, 2024

1.0

They flights always delayed by 3 hours and above Terrible service from their staff They dnt even compensate passengers for the delay Had to sit 7 hours before next flight They need to up their services or close their airlines because they need to learn more about customers service

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User's recommendation: Never

UGO G

Riemborse

Jan 05, 2024

HELLO MY NAME IS UGO GRAMEGNA I DON"T USE A TIKET FROM USA TO KENYA THE TOLD ME I CAN USE FOR OTHER TIME NOW I LIKE TO FLY TO KENYA ~~~!!! WHAT I SHOULD DO THANK YOU FOR YOUR ATT,UGO

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Preferred solution: A FREE FLY FROM USA TO KENYA AND BACK

Andrew W Xto

Andrew W Xto |

Carluke, Scotland

Assistances

Dec 23, 2023

Not very good with haphazard communication. In desperation I telephoned the Kenya airways offices in Nairobi to seek assNoNot to the standeredistance however the agent hung up on me...too much like hard work just before the weekend!! Angry

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User's recommendation: Do not expect the professional service of British Airways, Ethihad or Emmerates

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Anonymous

Guest-5373211

Tucson, Arizona

Need Letter of Verification of Flight Cancellation Due to Plane Mechanical Issue

Nov 30, 2023

Fred and Karen Tankersley were passengers on Kenya Airways flight KQ792 from Nairobi to Victoria Falls on 15 November, 2023. The plane also had passengers bound for Cape Town. All passengers boarded the aircraft and left Nairobi bound for this destination. Fifteen or twenty minutes into the flight, the pilot announced that he had an instrument failure and was returning the plane to Nairobi. We disembarked and went into the terminal to try to rebook our flight. We were supposed to stay in Victoria Falls for three days and return to Nairobi on Kenya Airways flight KQ793 on 17 November, 2023. We were then to leave for JFK on Kenya Airways Flight KQ002 at 11:35 PM on 17 November, 2023. Customer service was not able to book us on a flight to Victoria Falls until Friday, 17 November due to the number of passengers who needed to rebook from our flight. Since that was the day we were heading back to the United States, There was no flight that would get us to Victoria Falls before the day we had to return. For this reason, we asked to move our flight to the United States back to Thursday, 16 November so we could return home. We returned home on 16 Nov on flight KQ0002. Since we lost money on the flight to and from Victoria Falls; a hotel stay in VF, meals and several activities that we had booked in Victoria Falls, we now have to file a claim with our Travel Insurance Company. I need a letter from Kenya Airways stating that the plane we were on to Victoria Falls - Flight KQ792 on Wednesday, 15 November, 2023 was returned to the airport due to mechanical problems and that we were not able to fly to Victoria Falls in a timely manner to continue our vacation. Instead, we were placed on flight KQ0002 on 16 November to return to JFK in the United States. Please create this verification letter of the mechanical problems experienced by Flight KQ792 on 15 Nov, 2023 and email it to me as soon as possible. We appreciate your prompt reply to this request. Karen and Fred Tankersley

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Justine C Pnd

Nairobi, Nairobi

You cannot choose to fly this airline.

Dec 08, 2023

1.0

People have been stranded at this airport for days and there is no order to the runnings here- just empty promises!

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Loss:

$3500

Preferred solution: Full refund

User's recommendation: Dont waste your money and ruin your holiday. Choose any other airline

RaharimalalaHanitrarimbola R

RaharimalalaHanitrarimbola R |

Taunton, Somerset

E-ticket n706917****507

Nov 10, 2023

1.0

Bonjour, L'ordre des noms/prénoms de ma maman n'est pas correct sur son eTicket. Elle part Samedi 11 Novembre Antananarivo-Paris. On m'a dit que je serai facturée de 40 pour la modification, je n'ai pas reçu le nouveau e-ticket avec le bon ordre Nom: Razaiarisoa épouse RAJOEL Prénoms : Raharimalala Hanitrarimbola. Merci pour votre réponse. Et merci de m'envoyer le nouveau billet pour l'imprimer. Cordialement,

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1 comment

RaharimalalaHanitrarimbola R

Nov 10, 2023

no one contacted me, Kenya Airways did not answer me. My mom's trip will be tomorrow.

Helpful

Contact Information

Website:

www.kenya-airways.com

Mailing Address:

P.O. Box: 19002 – 00501 Airport North Road, Embakasi

Nairobi,

Kenya

Phone:

+25 420 327 4747

Contact Kenya Airways Customer Service

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Top Kenya Airways Reviews

"Peyment return for the reservation"

"You know what I have always wondered why people don't like KQ .Today I have experienced it first class with KQ doctors one called MERCY which was on call today!!kenya office."

I am so dissatisfied and disappointed with KQ

Horrible Support Team!!!

Fraud in you airport

You know what I have always wondered why people don't like KQ .Today I have experienced it first class with KQ doctors one called MERCY which was on call today!!kenya office.

Manage booking

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The Worst!

Enquiry regarding Name Correction IN TICKETS

Disgrace

KQ792 flight disruption on 22 Jan 2024

Service

Riemborse

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Need Letter of Verification of Flight Cancellation Due to Plane Mechanical Issue

You cannot choose to fly this airline.

E-ticket n706917****507

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