Kenya Airways

Headquarters: Airport North Road, PO Box 19002 – 00501, Nairobi Kenya 00501

00 254 20 3274747

Website

2.53,999 reviews

Legroom

Seat comfort

In-flight entertainment (WiFi, TV, films)

Onboard Experience

Customer service

Value for money

Cleanliness

Check-in and boarding

Food and beverage

About Kenya Airways

Airline Alliance

SkyTeam

Airline Summary

Nairobi-based Kenya Airways (KQ) is the country's flag carrier. A member of the SkyTeam alliance, the airline flies non-stop to more than 55 destinations. These include four domestic destinations, as well as cities elsewhere in Africa, and airports in Asia, the Middle East and Europe. Its fleet consists of aircraft configured with two cabins: Business Premier World and Economy Class. Kenya Airways' hub is located at Nairobi's Jomo Kenyatta International Airport (NBO). Business Class passengers have access to the airline's Simba Lounge at NBO, while elite members of its frequent flier program can use the airline's JV Lounge at NBO.

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2.5

3,999

Excellent

642

Good

896

Average

568

Poor

420

Terrible

1,473

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Sangon

6 contributions

Bad Business class

Abidjan - NairobiAfrica

My seat 2A was allocated to someone else. I find that rubbish. I was expected to now negotiate with the other person. Totally unacceptable.

Date of travel: March 2025

Written 26 March 2025

This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.

Culture03633848879

1 contribution

Very BAD.

Johannesburg - LagosAfrica

Very very bad experience on Kenyan airways on the outbound and inbound. We flew to Nairobi. From there connected to go to Lagos, instead of landing the pilot went up, came back again and instead of landing went up. We landed in Contonou for 5 hours. We weren’t allowed to disembark there. Returning to SA was just as bad. The pilot announced we need to turn back to Nairobi after being in the air for about 1:30min. People who missed connecting flights were not refunded. We slept on the bench till morning waiting for a new flight that was to leave at 7:45. Don’t book Kenyan airways rather use direct flights or alternatives like SAA. It’s sad that we have to rely on such unreliable airlines when in SA we had real world class.

Date of travel: February 2025

Legroom

Seat comfort

In-flight Entertainment

Customer service

Value for money

Cleanliness

Check-in and boarding

Food and Beverage

Written 22 March 2025

This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.

Mr_Mrs_Jones1

10 contributions

Excellent customer service

London - NairobiInternational

Thank you Sanobar for promptly checking in my luggage and checking for leg room seat availability. I hope she gets given a recognition for her excellent customer service

Date of travel: March 2025

Legroom

Written 22 March 2025

This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.

Nicole N

18 contributions

Worst experience ever.

Kilimanjaro National Park - MahebourgAfrica

The absolute worst. Their website and app are awful and not user friendly when trying to check in. I paid for upgraded leg room seats and luckily I printed and saved the confirmation email with my upgraded seats/payments because at check in they made us choose different seats and try to pay again for the ones we had. I would NEVER recommend them. Try flying another airline if at all possible!

Date of travel: March 2025

Written 19 March 2025

This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.

Stessy S

2 contributions

KQ 311 First time experience Dxb-nrb 17th

Dubai - NairobiInternational

I had a layover of 12 hours in Dubai ,from male ,upon checkin in counter D20 Dubai I had a fly Dubai ticket but flying with Kq311 wen I got to the counter there was this guy not Kenyan was tall and wore glasses ,greeted him and upon presenting my ticket and passport he said “oh no fly Dubai stand aside we have to check if we have availability today for you to fly “ Itold him I specifically booked kq how I have flight Dubai ticket from male since I checked in online .He scanned my ticket and said invalid stand aside as I assist kq passengers first stood on the side of the other counter and right after that there were two Kenyan guys who greeted me and attended to me as they saw how the guy mistreated me they quickly took my boarding pass ticket and passport,he checked on system and he printed another one for me and they were so professional-special thanks to those two gentleman on the counter that. Assisted me on 17th march at around 13:00 am as my flight was 2am ,the captain was very nice he was one Arabic and white the other one super helpful and warm as they greeted me upon entry ,now I had such horrible stories regarding kq airline as this was my first time I specifically booked them to try the experience myself firsthand,once I sat on the plane I was too tired and thirsty I asked one of the cabin crew lady for water as people weee boarding as she was so cold she don’t even smile no greeting and she replied that “you have to wait till we start serving “ she looked and seemed bothered as she had closed arms and body posture to me clearly ment she dint want to help ,she had natural hair without ban hold in the middle and in the back not neatly kept ,on the flight I had difficulty opening the toilet door I met one lady who had short hair , I greeted her and asked for help ,and she simply said ,there is instructions written on the door you read there , and she passed ,I had to wait till another passenger goes to the toilet so I can see n get to go ,at this point I had regrets all through out as the staff seemed so cold no warmth in them and also the tone was not nice and professional ,at least you could fail to smile but how you speak matters more,as I felt like I was bothering them ,I took a nap to ease my thoughts and as I was sleeping a guy Taps me and greets with a smile and asks me if I wanted some meal he was soo professional in his words warm this was mr Julius special thanks to him .during coffee session I met another vibrant warm very nice guy his name was Mr Fred ,he served me coffee and he was sharing a trolley while serving with this lady cabin crew who was not smiling neither greeting as I remember I asked her for a sugar packet and she snobbed me twice third time she mentioned I should wait as I will get served by his colleague .If I had not met Mr Fred & Julius my first experience with Kq would be the worst ,these two gents turned my experience around in just the way they performed there services and especially Fred he exactly had the qualities and characteristics of those crew in Emirates crew ,as I have used emirates 4times ,qatarirways 3 times ,so when I interacted with him I felt the service there was such a huge huge difference ,My special thanks to this two gentlemen,overall the ladies seemed tired moody bothered ,imagine if they all had same qualities,this airline would be top leading in Africa , I mean what more do I want to experience as a customer flying with you knowing you are warmth professional caring these are simple things I look out for -

Date of travel: February 2025

Legroom

Seat comfort

In-flight Entertainment

Customer service

Value for money

Cleanliness

Check-in and boarding

Food and Beverage

Written 17 March 2025

This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.

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