Kenya Airways
Unclaimed Business
|1|17 Reviews (last 12 months)|This business does not respond to reviews
Kenya Airways
Unclaimed Business
|1
17 Reviews (last 12 months)
Does not respond to reviews
AI Review Summary
Based on recent customer reviews, Kenya Airways is drawing sustained criticism from South African travellers, with a recurring theme of flight delays, last minute schedule changes, and cancelled routes that disrupt onward travel plans. Customers consistently mention frustrating refund processes that drag on for months, unanswered formal complaints, and inconsistent communication from the call centre and customer relations teams. Travellers also raise concerns about cramped aircraft, downgraded seating after paid upgrades, mishandled baggage, and questionable charges, leaving many vowing never to book with the airline again.
Performance(last 12 months):
Trustindex Rating
1.8NPS Score
-100Unlikely
TrustIndex
1.8
NPS Score
-100
Recommended: Unlikely
Review Distribution
1|17 Reviews
Sep '25 - Aug '26
Recent reviews (17)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperienceEM
Elizabeth M
1 reviews | Active since Oct 2010
6 May 2026, 18:35
Delay delay and no show
Worst airline ever. Booked a flight with Kenya airways to Zanzibar. The flight was changed more than 3 times before departure. They ended up booking us with Ethiopian airline. The return flight the same. Rescheduled the flight with a 8 hour layover. No communication whats so ever. I choose is more expensive option to avoid a layover. Now I have a layover of 8 hours. Don't book Kenya airways
Helpful (0)
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Elizabeth M
1 reviews | Active since Oct 2010
6 May 2026, 18:35
Delay delay and no show
Worst airline ever. Booked a flight with Kenya airways to Zanzibar. The flight was changed more than 3 times before departure. They ended up booking us with Ethiopian airline. The return flight the same. Rescheduled the flight with a 8 hour layover. No communication whats so ever. I choose is more expensive option to avoid a layover. Now I have a layover of 8 hours. Don't book Kenya airways
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Ruvimbo H
1 reviews | Active since Sept 2024
25 Mar 2026, 09:39
Horrible experience with Kenya Airway Customer service poor service failing to refund
I'm writing to express my extreme disappointment with my recent experience. i bought 4 tickets from South Africa to Canada for 4 children R54 000 . upon following up on what will be needed for the children to board the plane they said no we cant carry all 4 kids, request for a refund i requested a refund only 2 tickets were paid with a charge of 5000 rand on each ticket. now we are battling to get the refund for the other ticket, their customer service is advising that payments were finalized speak to your bank, on all ticket the charge 940 USD i received R20 000 back, how on earth is the refund completed is 34 000 rand equivalent to 940USD?
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Ruvimbo H
1 reviews | Active since Sept 2024
25 Mar 2026, 09:39
Horrible experience with Kenya Airway Customer service poor service failing to refund
I'm writing to express my extreme disappointment with my recent experience. i bought 4 tickets from South Africa to Canada for 4 children R54 000 . upon following up on what will be needed for the children to board the plane they said no we cant carry all 4 kids, request for a refund i requested a refund only 2 tickets were paid with a charge of 5000 rand on each ticket. now we are battling to get the refund for the other ticket, their customer service is advising that payments were finalized speak to your bank, on all ticket the charge 940 USD i received R20 000 back, how on earth is the refund completed is 34 000 rand equivalent to 940USD?
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Anonymous
1 reviews | Active since Jul 2016
12 Mar 2026, 22:52
Kenya Airways ignored my complaint since September 2025 – **************, bribery and overcharging at cargo office
Kenya Airways ignored my complaint since September 2025 – **************, bribery and overcharging at cargo office I am extremely disappointed with the service I received from Kenya Airways and the complete lack of response to my complaint. On 17 September 2025, I sent a formal complaint to Kenya Airways Customer Relations regarding a very disturbing experience at their cargo office. Unfortunately, until today I have never received any response, follow-up, apology, or refund from the airline. At the time of the incident, I arrived at the cargo office around 14:00 to process my shipment. I waited nearly an hour without assistance. When I approached a staff member who appeared to be a manager to ask why no one was helping me, he ignored me. Another staff member informed me that my registration would take two days unless I paid KSh 40,000 to bypass the process. Because I refused to pay a bribe, I was deliberately ignored and left waiting outside for almost two hours while my goods remained in the car, causing additional costs because my driver had to wait. Eventually, around 16:00, an older gentleman wearing glasses noticed that I was crying and decided to assist me. However, I was then told I could not proceed without using an “agent,” who demanded KSh 15,000 before my documents could be processed, even though I have a registered company. After more than three exhausting hours of delays, the documents were suddenly completed in only 30 minutes, which clearly shows the delays were unnecessary. When I went to pay, I was initially given a bill of $2,200 for 776kg, but when I reached the cashier an unexplained additional $500 was added, bringing the total to $2,700. This charge was never properly explained to me, and I was simply told that I had chosen the “expensive option,” something that had never been offered or explained beforehand. The entire experience left me feeling humiliated, financially exploited, and emotionally distressed. I also informed Kenya Airways that I have audio and video recordings related to this incident. Despite this, they have completely ignored my complaint since September 2025. It is very disappointing that a major airline would treat a paying customer this way and then fail to respond to a formal complaint. I am now posting here because I would like Kenya Airways to: • Respond to my complaint that was submitted on 17 September 2025 • Investigate the staff and agents involved in this incident • Provide a clear explanation for the unexplained charges • Provide compensation for the financial loss and distress caused I hope Kenya Airways will finally address this matter and take responsibility.
Helpful (0)
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Anonymous
1 reviews | Active since Jul 2016
12 Mar 2026, 22:52
Kenya Airways ignored my complaint since September 2025 – **************, bribery and overcharging at cargo office
Kenya Airways ignored my complaint since September 2025 – **************, bribery and overcharging at cargo office I am extremely disappointed with the service I received from Kenya Airways and the complete lack of response to my complaint. On 17 September 2025, I sent a formal complaint to Kenya Airways Customer Relations regarding a very disturbing experience at their cargo office. Unfortunately, until today I have never received any response, follow-up, apology, or refund from the airline. At the time of the incident, I arrived at the cargo office around 14:00 to process my shipment. I waited nearly an hour without assistance. When I approached a staff member who appeared to be a manager to ask why no one was helping me, he ignored me. Another staff member informed me that my registration would take two days unless I paid KSh 40,000 to bypass the process. Because I refused to pay a bribe, I was deliberately ignored and left waiting outside for almost two hours while my goods remained in the car, causing additional costs because my driver had to wait. Eventually, around 16:00, an older gentleman wearing glasses noticed that I was crying and decided to assist me. However, I was then told I could not proceed without using an “agent,” who demanded KSh 15,000 before my documents could be processed, even though I have a registered company. After more than three exhausting hours of delays, the documents were suddenly completed in only 30 minutes, which clearly shows the delays were unnecessary. When I went to pay, I was initially given a bill of $2,200 for 776kg, but when I reached the cashier an unexplained additional $500 was added, bringing the total to $2,700. This charge was never properly explained to me, and I was simply told that I had chosen the “expensive option,” something that had never been offered or explained beforehand. The entire experience left me feeling humiliated, financially exploited, and emotionally distressed. I also informed Kenya Airways that I have audio and video recordings related to this incident. Despite this, they have completely ignored my complaint since September 2025. It is very disappointing that a major airline would treat a paying customer this way and then fail to respond to a formal complaint. I am now posting here because I would like Kenya Airways to: • Respond to my complaint that was submitted on 17 September 2025 • Investigate the staff and agents involved in this incident • Provide a clear explanation for the unexplained charges • Provide compensation for the financial loss and distress caused I hope Kenya Airways will finally address this matter and take responsibility.
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M
MADHU
1 reviews | Active since Jul 2024
5 Jan 2026, 02:20
Horrible experience with Kenya airways
Disappointing Experience with Kenya Airways - Deterioration in Service Dear Kenya Airways Team, Travel dates 24 /12/ 25 5/01/2026 I'm writing to express my extreme disappointment with my recent experience flying with your airline from South Africa to India and back. In 2019, I had a pleasant experience with Kenya Airways, but my recent trip was a stark contrast. I chose your airline specifically for the short layovers in Nairobi, but I've been met with continuous flight changes, extended layovers, and uncomfortably long transit times. This wasn't what I signed up for. Your airline's inconsistent scheduling has caused significant inconvenience. The aircraft we flew in was also a letdown - cramped and uncomfortable, making it tough to enjoy the flight. What happened to the service that impressed me in 2019? Your airline's decline in quality is clear. I urge you to revisit your scheduling and aircraft quality to meet customer expectations. I'm extremely dissatisfied with my experience and hope you'll address these issues. Sincerely, Evesh and Madhu Maharaj
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MADHU
1 reviews | Active since Jul 2024
5 Jan 2026, 02:20
Horrible experience with Kenya airways
Disappointing Experience with Kenya Airways - Deterioration in Service Dear Kenya Airways Team, Travel dates 24 /12/ 25 5/01/2026 I'm writing to express my extreme disappointment with my recent experience flying with your airline from South Africa to India and back. In 2019, I had a pleasant experience with Kenya Airways, but my recent trip was a stark contrast. I chose your airline specifically for the short layovers in Nairobi, but I've been met with continuous flight changes, extended layovers, and uncomfortably long transit times. This wasn't what I signed up for. Your airline's inconsistent scheduling has caused significant inconvenience. The aircraft we flew in was also a letdown - cramped and uncomfortable, making it tough to enjoy the flight. What happened to the service that impressed me in 2019? Your airline's decline in quality is clear. I urge you to revisit your scheduling and aircraft quality to meet customer expectations. I'm extremely dissatisfied with my experience and hope you'll address these issues. Sincerely, Evesh and Madhu Maharaj
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Pheello M
1 reviews | Active since Nov 2023
2 Jan 2026, 06:18
No pilot, no crew , no plan.
This is the worst flying experience I have ever had. There was literally NO CREW for one of the flights so we were delayed by 2 hours. No pilot and no crew for a flight. And then downgrading us after we had paid and checked in.
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Pheello M
1 reviews | Active since Nov 2023
2 Jan 2026, 06:18
No pilot, no crew , no plan.
This is the worst flying experience I have ever had. There was literally NO CREW for one of the flights so we were delayed by 2 hours. No pilot and no crew for a flight. And then downgrading us after we had paid and checked in.
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Thabang T
1 reviews | Active since Dec 2020
11 Dec 2025, 08:19
Bad service ever
Kenya airport I was on time from dxb to jomo kenyatta, when I got here they denied boarding pass even if the flight was still not gone, they changed my ticket to a different time after they changed it again to a different time now my whole day has been spent at the airport
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Thabang T
1 reviews | Active since Dec 2020
11 Dec 2025, 08:19
Bad service ever
Kenya airport I was on time from dxb to jomo kenyatta, when I got here they denied boarding pass even if the flight was still not gone, they changed my ticket to a different time after they changed it again to a different time now my whole day has been spent at the airport
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Replies (0)DH
Derryn H
1 reviews | Active since Nov 2022
28 Nov 2025, 08:02
Money-*****ing *******
Our flight with Kenya Airways in May 2024 was delayed by several hours, and despite needing to reach our destination that same morning, they could not move us to another flight which would accommodate us arriving at our destination when needed. We ended up having to purchase an entirely new ticket on a different airline. That alone was frustrating, but the refund process has been even worse. We have been trying to get a refund for several months. We were promised a refund multiple times, filled in countless forms, and were even told the payment had been completed. They gave us an RRN number and instructed us to “go to the bank to fast-track it.” We went - twice. The bank confirmed there was no refund at all. Just more wasted time and wasted money. Every time we tried to follow up and eventually got through, we ended up speaking to someone new. No continuity, no accountability, and nearly impossible to get hold of anyone who actually knows what’s happening. At this point, it feels like they are simply taking people’s money and hoping we give up. I will NEVER use Kenya Airways again and have already warned friends and family not to book with them. Completely unprofessional, unreliable, and utterly disappointing.
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Derryn H
1 reviews | Active since Nov 2022
28 Nov 2025, 08:02
Money-*****ing *******
Our flight with Kenya Airways in May 2024 was delayed by several hours, and despite needing to reach our destination that same morning, they could not move us to another flight which would accommodate us arriving at our destination when needed. We ended up having to purchase an entirely new ticket on a different airline. That alone was frustrating, but the refund process has been even worse. We have been trying to get a refund for several months. We were promised a refund multiple times, filled in countless forms, and were even told the payment had been completed. They gave us an RRN number and instructed us to “go to the bank to fast-track it.” We went - twice. The bank confirmed there was no refund at all. Just more wasted time and wasted money. Every time we tried to follow up and eventually got through, we ended up speaking to someone new. No continuity, no accountability, and nearly impossible to get hold of anyone who actually knows what’s happening. At this point, it feels like they are simply taking people’s money and hoping we give up. I will NEVER use Kenya Airways again and have already warned friends and family not to book with them. Completely unprofessional, unreliable, and utterly disappointing.
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