Kenya Airways Customer Care Service


Kenya Airways Ltd

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

Customer Support Phone Numbers

3654(France) 0 0
+254 203 274 747(Kenya) 3 0
+1 866 536 9224(USA and Canada) 1 0
+44 208 283 1800(United Kingdom) 3 0
+61 130 078 7310(Australia) 2 0
+64 800 737 747(New Zealand) 1 0
+32 26 200 800(Belgium) 1 0
+45 35 158 200(Denmark) 1 0
+49 698 679 9086(Germany) 1 0
+39 267 077 382(Italy) 2 0
+31 204 747 760(Netherlands) 1 0
+47 23 500 431(Norway) 1 0
+351 218 476 354(Portugal) 1 0
+34 912 158 130(Spain) 1 0
+46 851 992 181(Sweden) 1 0
+41 225 675 851(Switzerland) 1 0
+973 17 227 815(Bahrain) 1 0
+86 203 866 3221(China) 1 0
+91 226 798 6798(India) 2 0
+62 218 370 2573(Indonesia) 2 0
+81 334 983 070(Japan) 1 0
+60 326 917 100(Malaysia) 1 0
+63 27 592 191(Philippines) 1 0
+966 38 348 880(Saudi Arabia) 1 0
+65 62 912 109(Singapore) 1 0
+27 102 050 000(South Africa) 1 0
+82 23 178 877(South Korea) 1 0
+94 112 439 747(Sri Lanka) 1 0
+886 225 602 620(Taiwan) 1 0
+66 26 304 545(Thailand) 1 0
+971 45 169 000(UAE) 2 0
+84 439 413 808(Vietnam) 1 0
United Kingdom
World Business Centre 1, Third Floor, 1208 Newall Road, Heathrow Airport, Hounslow, Middlesex, TW6 2RE

C/o G.S.A. Air France Commercial-JH.AF 30, avenue Léon Gaumont-75985, Paris cedex20

C/O Discover The World Marketing, Via Teglio, 9, 20158 Milano

Schipholboulevard 139, 1118BG Schiphol Airport, Netherlands

House of travel, Manama Centre, Government Avenue, Manama

National Travel Bureau, Saimon Centre, House 4A, Road 22, Gulshan Commercial Area, Dhaka 1212, Bangladesh
12A, Goldsun Building, № 109 Ti Yu Xi Road, Guangzhou, 510620  

Jl. Prof. DR. Soepomo No.45, Tebet, Jakarta 12810, Indonesia

Maruoka Bldg, 3rd floor, 5-49-7, Jingu-mae, Shibuya-ku, Tokyo, Japan, 150-0001

Unit 15.01A, 15th Floor, Menara Multi-Purpose, Cap Square, No.8, Jalan Munshi Abdullah, 50100 Kuala Lumpur, Malaysia

Unit 809 8F Tower One PSE Plaza, Ayala Avenue, Makati City, Philippines 1226

300 Beach Road № 13-05A, The Concourse, Singapore 199555

South Africa
Morningside Close, Block C, 222 Rivonia Rd, Morningside

South Korea
12th Floor, 106 Seosomum-Ro, Jung-Gu, Seoul, Korea 04513

Sri Lanka
№11, York Street, Colombo 1, Sri Lanka

Elite Holiday 5F, № 62, Nan King East Road, Sec.2, Taipei, 10457, Taiwan

United Center Building, Room 1803, 18th Floor, 323 Silom Road, Silom, Bangrak, Bangkok 10500

Al Rais Center(Next to Al Fahidi Metro Station), Ground Floor, Al Mankhool Street, Bur Dubai, Dubai – UAE 

92 Le Duan Street, Cua Nam Ward, Hoan Kiem District, Hanoi, Vietnam

African Countries
Angola: +244 227 270 158
Benin: +229 21 316 332
Botswana: +267 74 032 112
Burkina Faso: +226 50 331 814
Burundi: +257 22 243 506
Cameroon: +237 233 439 498
Central African Republic: +236 75 700 075
Chad: +241 512 7878
Comoros: +269 773 3145
Congo: +242 64 625 396 
Djibouti: +253 21 353 036
Equatorial Guinea: +240 333 096 326 
Ethiopia: +251 15 525 548
Gabon: +241 512 7878
Ghana: +233 307 001 333 
Ivory Coast: +225 20 303 108
Madagascar: +261 202 235 990
Malawi: +265 177 4227
Mali: +223 76 409 878
Mauritius: +230 202 6701
Mozambique: +258 21 321 284
Senegal: +221 338 230 070
Seychelles: +248 432 2989
Sierra Leone: +232 77 001 001
South Sudan: +211 955 439 317
Uganda: +256 312 360 000

Kenya Airways Complaints & Reviews

Kenya Airways / delayed flight from nairobi on 5th march 2018 to guanzhou at 2359hrs

Mar 11, 2019

I am a passport holder No. A175078. I booked for a return ticket from Shanghai pudong international airport to nairobi and back. My return flight was on 5th march 2019, through china southern airlines operated by kq886 from Nairobi to Guanzhou through Bangkok at 2359 hrs, and later to...

Kenya Airways / flight

Jan 5, 2019

My brother-in-law n his family had a flight at 9.45am from ahmedabad to mumbai today.. but when they reached at the airport, the flight already took-off at 6 am.. But now they also have to catch a flight from mumbai to nairobi.. n there r no other flights available today till help...

Kenya Airways / wrong booking, booking reference number: spnm8z

Oct 9, 2018

On 6th October 2018 at about 16:00, i contacted your office via number 0739102 475 for reservation for a flight to depart Kisumu international airport on 7th October 2018 at 18:40. I paid Kes.10, 505/= being ticket price had been advised by your agent. Booking reference number: SPNM8Z On...

Kenya Airways / burgled bag and my valuables were taken away: bag code 0706 kq 023211 los-ken-dxb flight kq533-kq304 dated 17 aug

Aug 19, 2018

Good day, It is regrettable to have a very bitter experience having booked Kenya Airways with my Family from Lagos, Nigeria to Dubai on 17th August, 2018 ETD 12:15pm Flight KQ533 to Kenyan and connected to Flight KQ304 ETA 4:30am DXB My baggage code is 0706 KQ 023211 - Wine colour On...

Kenya Airways / service

Jul 21, 2018

On 18th July I, along with my family had boarded flight no. KQ210, Ticket PNR no.WS45QK, which took off almost on time. While on the runway, we could hear a sharp and unusual sound coming. The sound continued even after the flight was airborne. After almost 30 minutes, the pilot announced...

Kenya Airways / lost luggage

Jul 4, 2018

I had my carry on baggage with all my valuables inside then just before boarding the airline people took to be checked in because there was no space in the overhead baggage section. I resisted as I had important things in that bag but they insisted. Only to reach my destination and could...

Kenya Airways / lost ipad pro on air

Jul 2, 2018

I was using flight 783 from cape town on 1st July to Nairobi. We landed at 10pm and I noticed forgot my iPad on my seat. Very disappointed to learn that an IPAD as big as a computer cannot be located even through camera's in such a controlled environment. They number if people from seat 20...

Kenya Airlines / delayed flight and no communication

Jun 18, 2018

Good day To whom it may concern This is a complaint letter as a first time passenger with Kenya airlines I am not impressed at all ! I am very upset I had booked a flight from Dubai to jhb via Kenya airlines and with the result there were many unecessary complications which I had to face...

Kenya Airways / lost/stolen items in my bag

May 3, 2018

On 2 may 2018 I checked in my luggage from Johannesburg via flight kq763 to Nairobi and kq418 to Entebbe. In my bag I found two of my expressive perfumes and a luxury Bluetooth speaker missing.i also had a cheap perfume and a portable battery powered massager, but these were not take, I...

Kenya Airways / poor customer support

Apr 23, 2018

Received a travel voucher as a "goodwill gesture" from Kenya Airways as a compensation for poor onboard service. Travel voucher proved useless. Waited for a whole year to redeem. Just booked again with Kenya only to redeem this voucher. Incompetent procedures and staff knowledge resulted...

Kenya Airways / lost luggage

Mar 15, 2018

Am Samuel, I board kenya airways from Accra Ghana on the 9th of febrruary 2018 via nairobi to johanesburg and then SA airlink to Maseru in lesotho. For a month now, all efforts has been made with the appropriate offices through phone calls about one of my luggage with tag number KQ 055714 and...

Kenya Airways / check in johannesburg to dubai

Feb 17, 2018

I booked a return flight for my niece from dubai to johannesburg via kenya airways, well what an experience, none of my family or friends will ever fly with this airline again, when booking the baggage allowance clearly said 30kgs, when she left dubai she had 26 kgs no problem, then on her...

Kenya Airways / poor services

Jan 31, 2018

I recently boarded KQ887 and KQ410 from Bangkok to Entebbe but was appalled by the services. Firstly KQ887 has a terrible toilet that was not fitted properly and is not appropriate for women because the toilet seat cover can't stand still when lifted. It keeps on falling back and this i...

Kenya Airways / customer care and handling difficult situations at hand.

Jan 23, 2018

This would be my second time to travel with Kenya àirways. I am highly dissappointed . I boarded from London Heathrow and my destination was Lusaka. I arrived Nairobi on the 10th January at 5:00am flight number KQ101. My connection flight was KQA704 at 13:40. I had expressed the urgency of...

Kenya Airways / check in luggage broken into

Jan 22, 2018

Called +254 711024747 and the lady who picked the phone directed me to this site as the only way to lodge my complain. Flight # 762 NBO-JNB on Monday 22nd 2018. Checked in my suitcase only to look for the padlock to open at the hotel upon my arrival and realized it was not only missing but...

Kenya Airways / disruption 171211-000361

Jan 18, 2018

Kenya Airways, On 18 January 2018 I received from your e-mail (Margareth) on response of the complain I have send on 24 November 2017. The message below is giving the right flight numbers as you requested. I apologise for the miscommunication. This is to complain about the services on my...

Kenya Airways / change in service (flights) at late notice and without apology or explanation until I contacted them.

Dec 29, 2017

I was booked on a flight with my family: booking code - VRHCHF - I could not check in on the day of departure - the check in page just saying that the code must be wrong and no tickets under that code. I could not get through on any of the numbers offered. Later I received two emails, one...

Kenya Airways / no communication/updates provided to passengers by kq

Nov 27, 2017

My parents are travelling on flight KQ204 twin-jet from Nairobi to Mumbai on 26th Nov 2017. The flight got delayed and there was no information provided to the passengers about its delay. The flight took off an hour late from Nairobi and within 1hr15mins of flying time it landed back in...

Kenya Airways / I was denied access to the plane and need remboursement of the ticket

Nov 20, 2017

On Nov 05 2017, I boaded Kenya airways at Kinshasa ( RD Congo) to go to Amman Jordan via Nairobi and Dubai.( KQ 555). I was issued a letter by conference organizers that the visa for Jordan will be issue to me on arrival. At the transit in Nairobi I was not allowed to continue the trip. They...

Kenya Airways / kq250 - nairobi to seychelles (thursday 16 november - 11.10am)

Nov 16, 2017

We (myself and my pregnant wife) left JKIA on the above flight at 11.30am but within an hour we were told that due to a technical fault we were unable to enter international waters and we would have to turn back to JKIA. We were then told that JKIA was busy so there would be a delay in...

Kenya Airways / cancellation of flight

Nov 14, 2017

From: Audrey Mafemera Date: 9 November 2017 at 14:19:18 GMT To: "[email protected]" Cc: "[email protected]" I have written to KLM before ref;10675823001. I booked with KLM to travel JPF4AF ticket no 0742407597328. The Nairobi -Harare flight was cancelled and nobody called me i saw it on...

Kenya Airways / delayed flight, delayed baggage

Sep 3, 2017

To Summarize: - Family of 4, including a 3 year old and a 1 year old. - Flight delay by more than 48 hours. - Bags arrived 1 week later to final destination. - Disrespectful personnel and unprofessional personnel on the ground on that day (must clarify that phone contact service tried their...

Kenya Airways / missing bag

Aug 26, 2017

I arrived in Dubaï since the 14th august and I am going back to kinshasa this tuesday 29th and 2 am. The bag with my kids clothes is missing since we arived in Dubaï. I raised a complaint ticket DBXKQ78368, but I Still have no news. This bag contains all my kids clothes for our stay in Dubaï...

Kenya Airways / wrong baggage tag and check in

May 11, 2017

I was going from Kenya to Moscow on 26 November 2016. During check in Nairobi I asked about the last destination of the luggage, they surely confirmed - KRASNODAR . I asked again - they confirmed. In Sheremetevo airport in Moscow I asked from information counter - she requested to show to...

Kenya Airways / pushchair damage

Feb 13, 2012

Following an unpleasant flight where Kenya Airways messed up my booking I arrive in Nairobi from London on 25th of December 2011 only to discover that my 10 week old baby’s push chair had been damaged during handling by the KQ ground staff. Upon complaining I am nonchalantly offered...

Kenya Airways / baggage pilferage

Dec 11, 2011

I had a very bad flight experience from Monrovia to kenya on kenya airways.i was shocked to find my baggage been tampered and valuble electronics missing.after series of complaints made to the authorities there was no positive response instead i received a letter of appology.Afterward...

Kenya Airways Cargo / takeing of money


They only want more money and they can't give me any proof of where the puppy is or what is going on white every thing and now I must pay more money becuase they didn't told me in the first place about the Insurance on the puppy so they only want money and they do not want to do...

Kenya Airways Taiwan / terrible service - incompetent


Taiwan, Nov. 5th 2008 My name is Andrea Cacopardo. I bring to your attention this issue because I believe your company would not accept such behavior from its employees at any level and does not follow this kind of policies that are strongly lacking any business ethic. I am currently living...