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Kenya Airways

Nazir of Las Vegas, NV October 18, 2009

Kenya Airways Flight Bangkok, Thailand return to Nairobi, Kenya was cancelled after check in Bangkok. No explanation, no information and no one had a clue about what was happening at check counters. Our questions were answered with frail answers. They finally advise that the aircraft from Nairobi did not depart due to a technical problem. But they would fly us the following day and provide accomodatio in a 2 star hotel. I refused as I do not stay in any less than 4 star but they paid for teh difference and also the fares of luxury taxi services. The following day, the flight was scheduled to go straight to NBO but was changed to stop over at Addis for 4 hours! Never again with a corrupt country airline would I trust my time and money.

manimaran of pondicherry, PA August 17, 2009

I am working in Kinsasha[democratic Rebublic of congo]last friday 14.08.09 i have booked kenyan airways from kinshasa to nairobi, from nairobi to mumbai & from mumbai to chennai. Friday check in every thing have finished but flight have not came. After three hour they told flight have been cancelled. I returned back and next day i came Ie is saturday. On thatday also they told flight is cancelled due to strike was going on in kenya airways. sunday and monday also same thing. Finally they confirmed on Tuesday. I told them already i have lost 4 days and so they have to compensate me. They told to talk to manager. But manager is not available. finally after several attempts they have given the manager mobile number.Any time if we try toget the number the mobile is switch off. Now what i can do for this.

Hilde of Bergen, Norway July 31, 2009

I bought a multi-city ticket Nairobi-Sweden-Lusaka-Abidjan-Norway. I bought it from the KQ office in Nairobi, and checked to make sure that the usual rules applied, that is, if I paid a fee, I could change the return date. When I got to Abidjan, I therefore went to the national KQ office and asked to change the date of my onward flight. This was one month before said flight. They said this was difficult since it was not them at the Abidjan office who had sold teh ticket. They suggested I just stayed with the original ticket. I insisted they contacted Nairobi and get whatever info they needed to change it. They said they would, and would get back to me, but never did.

This went on for about a week. Then they told me, without checking their computers, that there was no space on upcoming flights for another 2 months. I said ok, then I am willing to pay for a class upgrade. Again they would have to contact their main office and made this seem difficult. In the end I called their Nairobi office myself, and they easily changed the dates for me: cancelled my old booking, and put me on teh flight I needed. Now all I needed to do was go to the local Abidjan office and pay the fees for the change, so I could get my ticket.

When I got there they looked at teh screen and said they could not issue the ticket because it said Air FRance and not KLM on the Abidjan-PAris stretch (it seems they didn't know it was now one and teh same company, and that KLm does not fly that stretch). Even though I furnished them with 3 phone numbers for teh guy who made teh booking, they made it seem impossible to clal him. In the end I called him myself. The Abidjan lady then scolded him because 'it was not correct', and passed the phone to me, where he told me I had lost my old booking and could not be issued my new one. The Abidjan staff then told me there was no seat for another two months. Although I had paid for teh ticket, I ended up having to buy a totally new one with another airline, expensive since it was last-minute.

Khalil of Kampala, Uganda July 10, 2009

Dear Flying Blue & Kenya Airways,

I am writing to you with a certain amount of frustration as I ponder why your loyalty program seems to be a one way affair.

On 27/06, I boarded a flight from NBO to EBB on flight KQ 414. Before checking in, it was apparent that you’re flight was overbooked so I politely, but firmly asked the lady at the front desk if they needed to upgrade anyone. She mentioned that this was not the case.

While boarding the plane, seat 5e had been double booked which I witnessed clearly and I was seated in 5c. I immediately notified Flight attendant Eunice that I was a Platinum member of Flying Blue and that I should get upgraded. Again, she informed me that no one was getting upgraded. Alas, two minutes later, one of the passengers was upgraded. Please don’t treat me as ignorant and claim that the gentleman in question was a platinum member as well. I saw his boarding pass, and his hand luggage. This gentleman was justa casual traveler.

Clearly, it is not my responsibility to keep requesting was is rightfully mine. Secondly, it does not make sense that I should have to create a scene and ask that a passenger be moved back from business to economy and I would then take his seat.

For Kenya Airways management, I would request that you keep the boarding passes ready at the check in desk for passengers that will be upgraded as is the practice in several other airports.

Lastly, I ask that you rectify your error and offer me the free upgrade that you owe me.

abdi of MINNEAPOLIS, MN July 10, 2009

ME Me and my son decided to take a trip to africa to visit my brothers and sisters and my son to see his aunts and uncles.We took delta airlines from minnesota to atlanta and to france then i took kenya airways to neirobi

when i got off the airplane i went to look my my luggage i found 3 but i could'nt find the other one.The one the one that i lost had all my valuble items and expensive cloth me and my son went and talked to the baggage claim and they took some information and they told me wait 2 weeks and well give you a call so i waited 2 weeks when they called me they told me the baggage was still lost but you will have to wait 30 days before it is officaily lost.I took a taxi everyday and depended on my pocket money to get to the airport and back and the insurance company when they told me to come in and they still didn't have any information about my lost luggage.Its been one month and 5 days now i was planing on leaving neirobi this month

kenya airways had me spending my pocket money to wait for them for one month i live in a hotel and i pay money every nite and take taxis when they ask me to come in.I went to their company recently and they told me wait 60 mre days i told them i cant do that i am runing out of money and time but they are not helping me in any way as their costermer they just keep telling me fill these statments for us every day i told them if u cant find my luggage pay for my lost items and cloth so i can buy new ones.They told me you have to wait were still working on it but the most time they were soupposed to take was 30 days

i dont know whats going on here.

Nicholas of Minneapolis, MN April 29, 2009

On April 10, 2009, I took a flight from Entebbe, Uganda (airport code EBB) to Zanzibar, Tanzania (ZNZ) via Nairobi, Kenya (NBO). The first leg of my journey from EBB to NBO was on Kenya Airways. The second leg of my journey from NBO to ZNZ was on Precision Air (which is based in Tanzania).

They lost my luggage (E. Mlenge, the Precision Air manager at Zanzibar said it arrived at NBO and was scanned as having been sent to ZNZ, but was never scanned as having arrived at ZNZ). Precision Air gave me 50 USD to cover necessary personal items while they searched for my luggage. I checked in with E. daily, but there was never any news about my bag. As I was leaving Zanzibar to return to Uganda where I was staying, E. gave me the email addresses of people in customer service and baggage handling at Precision Air in ZNZ, as well as his personal email address. I emailed all three of them multiple times, but never received any type of response.

Finally, I emailed Kenya Airways customer service and the bag was found and returned to me. Unfortunately, they found it just after I had left the country and was returning back to my home in the United States. Upon arrival in the US, I collected the luggage, but my camera and brand new (expensive) shoes were missing from the bag.

Another issue is that I borrowed the bag from a friend who is living in Uganda with the intention of returning it to him in person. As they lost the bag for such a long period of time, I was in the US by the time they found it and was unable to return it to him.

I have been in desultory contact with Kenya Airways about these issues, but they deny any culpability and blame Precision Air (despite the fact that one leg of the trip was on Kenya Airways and Kenya Airways and Precision Air are sister airlines).

I have emailed Precision Air repeatedly and have received no response. There are no customer service phone numbers for either company.

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