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.