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CB Airlines and Air Travel Kenya Airways Complaints #2-21
Kenya Airways

Kenya Airways review: The worst customer service experience ever

S
Author of the review
8:20 am UTC
Verified customer The reviewer confirmed their account using Google. Learn more
Featured review
This review was chosen algorithmically as the most valued customer feedback.

Kenya Airways cancelled my flight without informing me. I only discovered the cancellation after arriving at Paris Charles de Gaulle Airport. There was no Kenya Airways staff available to help, and the airline had rebooked me onto an impossible itinerary, changing my Paris–Nairobi flight while leaving the connecting Nairobi–Kilimanjaro flight unchanged.
To avoid losing my trip, I had to spend €2,334.99 on last-minute replacement tickets with another airline.
The nightmare continued on my return journey, when I was almost denied boarding because Kenya Airways had incorrectly marked me as a “no-show” after cancelling my outbound flight themselves.
It took almost one year to receive the statutory compensation, which did not cover all of the financial losses caused by the airline’s mistakes.
Poor communication. No meaningful assistance. An unacceptable customer experience.
I have completely lost confidence in Kenya Airways and will never fly with this airline again. I strongly encourage other travellers to think very carefully before booking with them.

Recommendation: I strongly recommend choosing another airline.

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Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
View all Kenya Airways reviews and complaints

  1. Kenya Airways Contacts

  2. Kenya Airways phone numbers
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    More phone numbers
  3. Kenya Airways emails
  4. Kenya Airways address
    Airport North Road, Embakasi, P.O. Box: 19002, Nairobi, 00501, Kenya
  5. Kenya Airways social media
  6. Andrew
    Checked and verified by Andrew This contact information is personally checked and verified by the ComplaintsBoard representative. Learn more
    Aug 11, 2026
  7. View all Kenya Airways contacts
Kenya Airways Category
Kenya Airways is ranked 83 among 197 companies in the Airlines and Air Travel category
#81 Ahmedabad Airport / Sardar Vallabhbhai Patel International Airport Ahmedabad Airport / Sardar Vallabhbhai Patel International Airport #82 Pakistan International Airlines [PIA] Pakistan International Airlines [PIA] #83 Kenya Airways Kenya Airways #84 Oman Air Oman Air #85 FlySafair / Safair Operations FlySafair / Safair Operations
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