Menu
Categories
Write a review
File a complaint
Sign Up
Write a review
File a complaint
CB Airlines and Air Travel Kenya Airways
Kenya Airways

Kenya Airways review: Transfer desk

X
Author of the review
8:00 am EDT
Verified customer The reviewer confirmed their account using Google. Learn more
Featured review
This review was chosen algorithmically as the most valued customer feedback.

I was a passenger who transited at Jomo Kenyatta International Airport on July 26th, arriving with Precision Air PW741 from Zanzibar to Nairobi (10:50 to 12:30) and departing with Freedom Airline 4F101 from Nairobi to Mogadishu (15:00 to 16:30).

As soon as I arrived at the Airport at around 13:00, I followed the sign of Transfer Desk and consulted the staff how should I self-transit. The Transfer Desk staff checked my next airline and flight, confirmed I was flying to Mogadishu with Freedom Airlines, and asked me to wait at the Gate 23, saying there will be someone to pick me up. I went to the Gate 23 and directly informed the staff present at the Gate that I came with the instruction of Transfer Desk for transit. She confirmed that the Transfer Desk should have informed someone to pick me up and I needed to wait.

At around 13:40, as I waited longer and longer, I confirmed again with another staff at the Gate (the former one was not present), and she assured me that the Transfer Desk should have called someone to pick me up.

At 14:00, only 1 hour before flight departure, I asked the same staff at Gate again when I will be picked up. She asked me to confirm with Transfer Desk. I went back to the Transfer Desk at around 14:05, and asked the staff what is the next step for my transit. Surprisingly, the Transfer Desk staff told me he only works for Kenya Airlines, and as my next flight is Freedom Airlines, he cannot help me. When I asked him who should I ask for help, regardless of my urgency, he repeatedly told me he only works for Kenya Airlines.

Then I sought help from the Info Desk beside the Transfer Desk at around 14:10. I asked them firstly who should I consult transfer-related information, and they informed me it should be the Transfer Desk. But when I told them that the Transfer Desk claims to help only Kenya Airlines passengers and I am about to miss my flight, the two female staff immediately understood my situation and called around to help me proceed with the transit. To make sure I would be picked up as soon as possible, one of them accompanied me to get back to Gate 23 at around 14:25 while the other waited at the Info Desk in case anything else arose. I finally got my boarding pass and boarded at around 14:45, only 15 minutes before the flight took off, even though I arrived at the airport and was proactively ready for transit almost 2 hours ago.

The above timeline and actions could be confirmed with all staff mentioned and surveillance camera records if any.

Without the support from the Info Desk staff, I could not have onboarded and finished my travel, and I want to express my sincere gratitude for their kindness, swiftness, and thoughtfulness.
At the same time, without the incorrect and irresponsible response from the Transfer Desk staff, I would not need to go through all these last-minute rush and anxiety.

I have to ask below questions:
If the Transfer Desk is only for Kenya Airlines, why is it not specified in the sign?
Why did the Transfer Desk staff instruct me to wait at Gate 23 for nothing if they only work for the Kenya Airlines, knew I would fly with Freedom Airlines, and did not refer my transit request?
Where should passengers of other airlines seek transfer support?

I believe that Jomo Kenyatta International Airport, as a significant airport, should not tolerate such irresponsible behaviours of the Transfer Desk and should provide clearer transfer procedures to passengers, including those who do not fly with the Kenya Airlines.

After reporting the information above to Kenya Airport Authorities [protected]@kaa.go.ke, I received only a short and patronizing response asking me to file a complaint at Kenya Airlines instead. However, my experience also shows a huge information and service gap of the Airport, especially my question 1 and 3 asked above. It is very disappointing how the Airport is dealing with complaints.

Confidential Information Hidden: This section contains confidential information visible to verified Kenya Airways representatives only. If you are affiliated with Kenya Airways, please claim your business to access these details.

More
Send message
Copy link
Report
0 comments
Add a comment

More Kenya Airways reviews & complaints

Kenya Airways - terrible service - incompetent 4
Kenya Airways - baggage pilferage 1
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Kenya Airways - lost/stolen items in my bag
Kenya Airways - Refund
Kenya Airways - customer care and handling difficult situations at hand.
Kenya Airways - burgled bag and my valuables were taken away: bag code 0706 kq 023211 los-ken-dxb flight kq533-kq304 dated 17 aug
Kenya Airways - I am complaining about my lost luggage
Kenya Airways - Need $70 refund for the overcharge made by KQ
Kenya Airways - I was denied access to the plane and need remboursement of the ticket
Kenya Airways - pushchair damage
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
    3654
    Click up if you have successfully reached Kenya Airways by calling 3654 phone number 0 0 users reported that they have successfully reached Kenya Airways by calling 3654 phone number Click down if you have unsuccessfully reached Kenya Airways by calling 3654 phone number 0 0 users reported that they have UNsuccessfully reached Kenya Airways by calling 3654 phone number
    France
    +254 203 274 747
    Click up if you have successfully reached Kenya Airways by calling +254 203 274 747 phone number 4 4 users reported that they have successfully reached Kenya Airways by calling +254 203 274 747 phone number Click down if you have unsuccessfully reached Kenya Airways by calling +254 203 274 747 phone number 0 0 users reported that they have UNsuccessfully reached Kenya Airways by calling +254 203 274 747 phone number
    100%
    Confidence score
    Kenya
    +1 (866) 536-9224
    Click up if you have successfully reached Kenya Airways by calling +1 (866) 536-9224 phone number 0 0 users reported that they have successfully reached Kenya Airways by calling +1 (866) 536-9224 phone number Click down if you have unsuccessfully reached Kenya Airways by calling +1 (866) 536-9224 phone number 0 0 users reported that they have UNsuccessfully reached Kenya Airways by calling +1 (866) 536-9224 phone number
    USA and Canada
    +44 208 283 1800
    Click up if you have successfully reached Kenya Airways by calling +44 208 283 1800 phone number 4 4 users reported that they have successfully reached Kenya Airways by calling +44 208 283 1800 phone number Click down if you have unsuccessfully reached Kenya Airways by calling +44 208 283 1800 phone number 1 1 users reported that they have UNsuccessfully reached Kenya Airways by calling +44 208 283 1800 phone number
    60%
    Confidence score
    United Kingdom
    +61 130 078 7310
    Click up if you have successfully reached Kenya Airways by calling +61 130 078 7310 phone number 2 2 users reported that they have successfully reached Kenya Airways by calling +61 130 078 7310 phone number Click down if you have unsuccessfully reached Kenya Airways by calling +61 130 078 7310 phone number 0 0 users reported that they have UNsuccessfully reached Kenya Airways by calling +61 130 078 7310 phone number
    100%
    Confidence score
    Australia
    +64 800 737 747
    Click up if you have successfully reached Kenya Airways by calling +64 800 737 747 phone number 1 1 users reported that they have successfully reached Kenya Airways by calling +64 800 737 747 phone number Click down if you have unsuccessfully reached Kenya Airways by calling +64 800 737 747 phone number 0 0 users reported that they have UNsuccessfully reached Kenya Airways by calling +64 800 737 747 phone number
    100%
    Confidence score
    New Zealand
    +32 26 200 800
    Click up if you have successfully reached Kenya Airways by calling +32 26 200 800 phone number 1 1 users reported that they have successfully reached Kenya Airways by calling +32 26 200 800 phone number Click down if you have unsuccessfully reached Kenya Airways by calling +32 26 200 800 phone number 0 0 users reported that they have UNsuccessfully reached Kenya Airways by calling +32 26 200 800 phone number
    100%
    Confidence score
    Belgium
    +45 35 158 200
    Click up if you have successfully reached Kenya Airways by calling +45 35 158 200 phone number 1 1 users reported that they have successfully reached Kenya Airways by calling +45 35 158 200 phone number Click down if you have unsuccessfully reached Kenya Airways by calling +45 35 158 200 phone number 0 0 users reported that they have UNsuccessfully reached Kenya Airways by calling +45 35 158 200 phone number
    100%
    Confidence score
    Denmark
    +49 698 679 9086
    Click up if you have successfully reached Kenya Airways by calling +49 698 679 9086 phone number 1 1 users reported that they have successfully reached Kenya Airways by calling +49 698 679 9086 phone number Click down if you have unsuccessfully reached Kenya Airways by calling +49 698 679 9086 phone number 0 0 users reported that they have UNsuccessfully reached Kenya Airways by calling +49 698 679 9086 phone number
    100%
    Confidence score
    Germany
    +39 267 077 382
    Click up if you have successfully reached Kenya Airways by calling +39 267 077 382 phone number 2 2 users reported that they have successfully reached Kenya Airways by calling +39 267 077 382 phone number Click down if you have unsuccessfully reached Kenya Airways by calling +39 267 077 382 phone number 0 0 users reported that they have UNsuccessfully reached Kenya Airways by calling +39 267 077 382 phone number
    100%
    Confidence score
    Italy
    +31 204 747 760
    Click up if you have successfully reached Kenya Airways by calling +31 204 747 760 phone number 1 1 users reported that they have successfully reached Kenya Airways by calling +31 204 747 760 phone number Click down if you have unsuccessfully reached Kenya Airways by calling +31 204 747 760 phone number 0 0 users reported that they have UNsuccessfully reached Kenya Airways by calling +31 204 747 760 phone number
    100%
    Confidence score
    Netherlands
    +47 23 500 431
    Click up if you have successfully reached Kenya Airways by calling +47 23 500 431 phone number 1 1 users reported that they have successfully reached Kenya Airways by calling +47 23 500 431 phone number Click down if you have unsuccessfully reached Kenya Airways by calling +47 23 500 431 phone number 0 0 users reported that they have UNsuccessfully reached Kenya Airways by calling +47 23 500 431 phone number
    100%
    Confidence score
    Norway
    +351 218 476 354
    Click up if you have successfully reached Kenya Airways by calling +351 218 476 354 phone number 1 1 users reported that they have successfully reached Kenya Airways by calling +351 218 476 354 phone number Click down if you have unsuccessfully reached Kenya Airways by calling +351 218 476 354 phone number 0 0 users reported that they have UNsuccessfully reached Kenya Airways by calling +351 218 476 354 phone number
    100%
    Confidence score
    Portugal
    +34 912 158 130
    Click up if you have successfully reached Kenya Airways by calling +34 912 158 130 phone number 1 1 users reported that they have successfully reached Kenya Airways by calling +34 912 158 130 phone number Click down if you have unsuccessfully reached Kenya Airways by calling +34 912 158 130 phone number 0 0 users reported that they have UNsuccessfully reached Kenya Airways by calling +34 912 158 130 phone number
    100%
    Confidence score
    Spain
    +46 851 992 181
    Click up if you have successfully reached Kenya Airways by calling +46 851 992 181 phone number 1 1 users reported that they have successfully reached Kenya Airways by calling +46 851 992 181 phone number Click down if you have unsuccessfully reached Kenya Airways by calling +46 851 992 181 phone number 0 0 users reported that they have UNsuccessfully reached Kenya Airways by calling +46 851 992 181 phone number
    100%
    Confidence score
    Sweden
    +41 225 675 851
    Click up if you have successfully reached Kenya Airways by calling +41 225 675 851 phone number 1 1 users reported that they have successfully reached Kenya Airways by calling +41 225 675 851 phone number Click down if you have unsuccessfully reached Kenya Airways by calling +41 225 675 851 phone number 0 0 users reported that they have UNsuccessfully reached Kenya Airways by calling +41 225 675 851 phone number
    100%
    Confidence score
    Switzerland
    +973 17 227 815
    Click up if you have successfully reached Kenya Airways by calling +973 17 227 815 phone number 1 1 users reported that they have successfully reached Kenya Airways by calling +973 17 227 815 phone number Click down if you have unsuccessfully reached Kenya Airways by calling +973 17 227 815 phone number 0 0 users reported that they have UNsuccessfully reached Kenya Airways by calling +973 17 227 815 phone number
    100%
    Confidence score
    Bahrain
    +86 203 866 3221
    Click up if you have successfully reached Kenya Airways by calling +86 203 866 3221 phone number 1 1 users reported that they have successfully reached Kenya Airways by calling +86 203 866 3221 phone number Click down if you have unsuccessfully reached Kenya Airways by calling +86 203 866 3221 phone number 0 0 users reported that they have UNsuccessfully reached Kenya Airways by calling +86 203 866 3221 phone number
    100%
    Confidence score
    China
    +91 226 798 6798
    Click up if you have successfully reached Kenya Airways by calling +91 226 798 6798 phone number 2 2 users reported that they have successfully reached Kenya Airways by calling +91 226 798 6798 phone number Click down if you have unsuccessfully reached Kenya Airways by calling +91 226 798 6798 phone number 0 0 users reported that they have UNsuccessfully reached Kenya Airways by calling +91 226 798 6798 phone number
    100%
    Confidence score
    India
    +62 218 370 2573
    Click up if you have successfully reached Kenya Airways by calling +62 218 370 2573 phone number 2 2 users reported that they have successfully reached Kenya Airways by calling +62 218 370 2573 phone number Click down if you have unsuccessfully reached Kenya Airways by calling +62 218 370 2573 phone number 0 0 users reported that they have UNsuccessfully reached Kenya Airways by calling +62 218 370 2573 phone number
    100%
    Confidence score
    Indonesia
    +81 334 983 070
    Click up if you have successfully reached Kenya Airways by calling +81 334 983 070 phone number 1 1 users reported that they have successfully reached Kenya Airways by calling +81 334 983 070 phone number Click down if you have unsuccessfully reached Kenya Airways by calling +81 334 983 070 phone number 0 0 users reported that they have UNsuccessfully reached Kenya Airways by calling +81 334 983 070 phone number
    100%
    Confidence score
    Japan
    +60 326 917 100
    Click up if you have successfully reached Kenya Airways by calling +60 326 917 100 phone number 1 1 users reported that they have successfully reached Kenya Airways by calling +60 326 917 100 phone number Click down if you have unsuccessfully reached Kenya Airways by calling +60 326 917 100 phone number 0 0 users reported that they have UNsuccessfully reached Kenya Airways by calling +60 326 917 100 phone number
    100%
    Confidence score
    Malaysia
    +63 27 592 191
    Click up if you have successfully reached Kenya Airways by calling +63 27 592 191 phone number 1 1 users reported that they have successfully reached Kenya Airways by calling +63 27 592 191 phone number Click down if you have unsuccessfully reached Kenya Airways by calling +63 27 592 191 phone number 0 0 users reported that they have UNsuccessfully reached Kenya Airways by calling +63 27 592 191 phone number
    100%
    Confidence score
    Philippines
    +966 38 348 880
    Click up if you have successfully reached Kenya Airways by calling +966 38 348 880 phone number 1 1 users reported that they have successfully reached Kenya Airways by calling +966 38 348 880 phone number Click down if you have unsuccessfully reached Kenya Airways by calling +966 38 348 880 phone number 0 0 users reported that they have UNsuccessfully reached Kenya Airways by calling +966 38 348 880 phone number
    100%
    Confidence score
    Saudi Arabia
    +65 62 912 109
    Click up if you have successfully reached Kenya Airways by calling +65 62 912 109 phone number 1 1 users reported that they have successfully reached Kenya Airways by calling +65 62 912 109 phone number Click down if you have unsuccessfully reached Kenya Airways by calling +65 62 912 109 phone number 0 0 users reported that they have UNsuccessfully reached Kenya Airways by calling +65 62 912 109 phone number
    100%
    Confidence score
    Singapore
    +27 102 050 000
    Click up if you have successfully reached Kenya Airways by calling +27 102 050 000 phone number 2 2 users reported that they have successfully reached Kenya Airways by calling +27 102 050 000 phone number Click down if you have unsuccessfully reached Kenya Airways by calling +27 102 050 000 phone number 2 2 users reported that they have UNsuccessfully reached Kenya Airways by calling +27 102 050 000 phone number
    South Africa
    +82 23 178 877
    Click up if you have successfully reached Kenya Airways by calling +82 23 178 877 phone number 1 1 users reported that they have successfully reached Kenya Airways by calling +82 23 178 877 phone number Click down if you have unsuccessfully reached Kenya Airways by calling +82 23 178 877 phone number 0 0 users reported that they have UNsuccessfully reached Kenya Airways by calling +82 23 178 877 phone number
    100%
    Confidence score
    South Korea
    +94 112 439 747
    Click up if you have successfully reached Kenya Airways by calling +94 112 439 747 phone number 1 1 users reported that they have successfully reached Kenya Airways by calling +94 112 439 747 phone number Click down if you have unsuccessfully reached Kenya Airways by calling +94 112 439 747 phone number 0 0 users reported that they have UNsuccessfully reached Kenya Airways by calling +94 112 439 747 phone number
    100%
    Confidence score
    Sri Lanka
    +886 225 602 620
    Click up if you have successfully reached Kenya Airways by calling +886 225 602 620 phone number 1 1 users reported that they have successfully reached Kenya Airways by calling +886 225 602 620 phone number Click down if you have unsuccessfully reached Kenya Airways by calling +886 225 602 620 phone number 0 0 users reported that they have UNsuccessfully reached Kenya Airways by calling +886 225 602 620 phone number
    100%
    Confidence score
    Taiwan
    +66 26 304 545
    Click up if you have successfully reached Kenya Airways by calling +66 26 304 545 phone number 1 1 users reported that they have successfully reached Kenya Airways by calling +66 26 304 545 phone number Click down if you have unsuccessfully reached Kenya Airways by calling +66 26 304 545 phone number 0 0 users reported that they have UNsuccessfully reached Kenya Airways by calling +66 26 304 545 phone number
    100%
    Confidence score
    Thailand
    +971 45 169 000
    Click up if you have successfully reached Kenya Airways by calling +971 45 169 000 phone number 2 2 users reported that they have successfully reached Kenya Airways by calling +971 45 169 000 phone number Click down if you have unsuccessfully reached Kenya Airways by calling +971 45 169 000 phone number 0 0 users reported that they have UNsuccessfully reached Kenya Airways by calling +971 45 169 000 phone number
    100%
    Confidence score
    UAE
    +84 439 413 808
    Click up if you have successfully reached Kenya Airways by calling +84 439 413 808 phone number 1 1 users reported that they have successfully reached Kenya Airways by calling +84 439 413 808 phone number Click down if you have unsuccessfully reached Kenya Airways by calling +84 439 413 808 phone number 0 0 users reported that they have UNsuccessfully reached Kenya Airways by calling +84 439 413 808 phone number
    100%
    Confidence score
    Vietnam
    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
    Sep 10, 2025
  7. View all Kenya Airways contacts
Kenya Airways Category
Kenya Airways is ranked 83 among 219 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
Kenya Airways Alternatives
Oojo.com 35 reviews IcelandAir 72 reviews KLM Royal Dutch Airlines 157 reviews WIZZ Air 147 reviews South African Airways / FlySAA.com 156 reviews