Kenya Airways

Subject: KENYA AIRWAYS / CLEARTRIP - HORRIBLE TRAVEL & REFUND EXPERIENCE. WHY IS THE AIRLINE SO IGNORANT Dear Kenya Airways and Clear Trip Team,

Please note my concern below.

I booked a return flight ticket with Kenya Airways - 07th Oct to 16th Nov

Mumbai-Mogadishu-Mumbai

The First Leg of the flight from Mumbai to Nairobi was delayed by Kenya Airways. The flight was scheduled for 07th October at 2:40 am, but they were delayed by an hour to take off approximately. Hence I missed my connecting flight at 07:45 am on 07 Oct from Nairobi to Mogadishu. So I could not accept the rescheduled ticket after two days on 09th Oct, even Ethiopian Airlines from Nairobi to Addis was full for 07th Oct evening.

What should I do? The KQ Airlines airport staff is not very customer friendly, they care less. Maybe they have got used to this delay and flight miss situation now.

I have work to attend to. Hence I made my booking on Premier Airlines for the same afternoon.

Please issue me a refund for this sector back to my original payment method.

Important to note: I have a return on the 16 Nov from Mogadishu to Mumbai, so please keep that booking active or reissue it so that I am not stranded on my return journey.

This is not a very pleasant experience with Kenya Airways.

I have attached the flight tickets as well as the Boarding Pass and the New flight purchased from NBO to MGQ on 07th Oct(Premier Airlines)

When will I receive my refund? Please advise for the following sectors:

NBO - MGQ(07th Oct) and MGQ to MUM) Sector -(16th Nov.)

Please respond to me by this email as I am currently in Somalia and due to return on 16th Nov.

But, now: the Kenyan Airways has provided me with a paltry refund inspite of taking the full return fare, delaying the airline, and then, cancelling the return by themselves.

I am seeking a full refund of ₹76, 412.00 for this ticket.

Computed refund details

Description Amount

Amount you paid ₹76, 412.00

Cancellation Charges

Airline cancellation charges - ₹72, 559.00

Cleartrip cancellation charges - ₹1, 400.00

Non refundable fee

Booking convenience fee - ₹1, 499.00

Refund amount ₹954.00

Refund To Amount

Credit Card

(8-10 working days) ₹954.00

An angry customer

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I always fly KA to Kenya. Staff are polite, food is decent and service is efficient. I recently returned from a trip to Kenya, only to find my hard shell suitcase was damaged beyond use - the integrated lock was broken, as was the handle. My taxi service managed my luggage so I didn’t realise it till I’d left the airport. Their damaged luggage claims policy is designed to put claimants off. First email with photos attached was acknowledged after 3-4 week and asked me to complete a claims form that was hard to edit, and write another cover letter in a very specific format. This was sent and again never acknowledged.it was also hard to return as 2 out of 3 email addresses copied into their response rejected my email due to file size (only 3 photos and 2 simple documents attached) Three weeks later I chased up a response only to be told that wear and tear is expected and I would need to claim via my travel insurance. When I explained such insurance charges an excess that basically negates the claim value they said their decision is final. I travel a lot and have used this particular suitcase for less than 20 flights - it was in good condition. Where an airline damaged my suitcase one other time, I received an instant replacement. Frankly, Kenya Airways has a hostile damaged baggage claim policy designed to put all but the most persistent claimants off. KLM as a parent company should take a good look at this. I’m disgusted by such a lack of integrity and professional responsibility.

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Flights got "overbooked", some passangers had to wait three days just to get home. No service or assistance. Booked monhts ago only to be kicked off the flight to make space for other people. Will never use them again.

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Flew from Ksm with my son domestic flight ?? .. just horrible .. the traveling restrictions were pulled down two months ago the guy name And restrictions the counter asked me for PCr for me and son .we had our next flight to Dxb

He kept us waiting and removed our bags from being weighed .. so rude and arrogant !!!asking and insisting on that ! Mark you I just flew few days to Kenya same KQ and no those restrictions..

This was so so uncalled for !!!!

We landed in Dubai safely all was good but was abit suspicious as we waited for the 1 suitcase for so long … at the belt one came after 30 mins while the other one came so fast as we were fast to come out of the planeKQ 304 Nrb Dubai route ..

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I have had a daily decent experience with this airline, it’s a good deal for the money paid. The staff was very courteous and did not act irritated despite me traveling with my child who was unfortunately a bit fussy.

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Like another user has commented, Kenya airways is a dirty piece of sh!t. I and my family have been treated like trash. Countless other people have been treated like trash and the circus goes on. Very inept and dysfunctional. Very arrogant staff. Zero customer relations(arrogant and unhelpful). Useless crap. Dont fly with them unless you want pain. Used condoms in toilets.

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We had been to our honeymoon to south africa and had opted for kenyan airline.Our experience was truly comfortable.check in counter had arranged queue.and service was quick and prompt.

kenyan airline Ground staff was very helpful.they guided us properly.

flight left on time and was smooth with the take off and landing.

since our journey was a long one starting with mumbai stop over at nigeria and cape town. to our surprise we were soon upgraded to business class.we very pretty sorted.

Warm towels were offered to us.Cabin crew welcomed every guest very well.smiling faces everywhere.

The seats were very comfortable.usually I neva get ample sleep when travelling, but trust me, I slept well on our journey.all thanks to the comfortable seats.

Must say Their inflight entertainment was almost to the level of emirates

Since we where put in the business class, we got a welcome drink with snacks followed by appetizer, lunch and dessert. A special set menu was given to us with wide variety of choices to choose from.

The kenyan coffee was tasty.

Not forgetting the alcohol list.lovely selctions of south african wines.you had every brand available.

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We arrived at Jomo Kenyatta international airport in Nairobi at 7:00 am. Our flight to mahe island, Seychelles was scheduled for 9:05 am. The gate attendants started taking passengers for our flight through security and into the waiting area at 7:55 am. We all sat around waiting. Finally, around 9:15 am, someone finally came to announce that our flight was delayed due to a mechanical problem, the plane was being refuelled, and they were planning on a 9:30 am departure. At 10 am, another passenger asked for an update, and was told that it would be another 40 minutes because of a fuel leak. Around 11:30 am, we all started demanding answers, and we were told we would take off at noon.

I asked the woman if it was guaranteed, and she said “yes”. At noon, a woman named Cynthia came to tell us that the plane could not be fixed, and that we would have to wait for another aircraft to get to JKIA, which would not be till 4 pm, so we would take off at 5:15 pm. (despite this, we saw numerous Kenya airways planes, which were the same size as the one we were supposed to be on, departing for other destinations.) She told us to go to the simba lounge for lunch, but no one gave us directions on how to get there. We finally found it, but the food was barely edible, and there weren’t enough seats for all the passengers. We went back to the gate to wait for another 4 hours.

We looked up at the board, and the departure time had been changed to 7:15 pm. There was no announcement and no Kenya airways representative at the gate to answer questions. A large group of passengers went to the Kenya airways transit counter to get details. We were told that the flight was further delayed because they needed to wait for another crew. Needless to say, mass hysteria broke out with almost an entire plane’s roster (including the Seychelles tourism ambassador to tanzania) demanding a resolution to the problem. Did they not know at noon that another crew would be needed for the 5:15 pm flight?

We finally departed at 7:15pm, more than ten hours late! We arrived on mahe at midnight, and had to find our way to our villa on an unfamiliar mountainous island in the pitch black of night on unmarked and unlit roads with no guard rails, and driving on the opposite side of the car and road as what we are used to - all because of the incompetence of Kenya airways. We lost an entire day’s worth of activities and exploring on mahe, all because of the ineptitude of Kenya airways’ equipment and employees.

We were given multiple stories and departure times by Kenya airways’ employees. No one was willing to help or give a straight answer. No one would take responsibility or accountability. We called the us embassy for help and were given six different Kenya airways phone numbers. Every single one of them resulted in being hung up on as soon as we mentioned our flight number. The employees lied to us repeatedly! We asked for the manager on duty numerous times, and were continually told that “he’s on his way”. Finally, one of the men behind the transit counter started claiming to be the manager, despite the fact that his badge said he was the “shift supervisor” and he’d been sitting there most of the time we’d been demanding a manager.

There are a million things they could have done better or differently to have rectified the situation so that we would have only been a few hours late. However, no one took responsibility. Everyone just made up lies and blamed someone or something else. They should be ashamed to call themselves the “pride of Africa”. Africa has so much more to offer (or at least the maasai mara did).

All I can say is never again! If your itinerary includes Kenya airways, choose a different itinerary!

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Decided to take Kenya Airways to Uganda as I had a 10 hour layover in Dubai if I had gone with Emirates. Turned out to be the worst decision in my flying life and I do fly a lot. The Kenya Airways flight out of Mumbai was cancelled and the passengers were informed about it only after 1 hour past the flights scheduled departure. The ground crew and the check in desk was chaos and there was no correct information regarding the options that we had. The passengers including me had to literally fight with the ground staff to get ourselves booked into a hotel. The ones who made the most noise were served the fastest.

The Kenyan lady in charge of operations at Mumbai was downright rude when questioned about the lack of information. All this took place even before I boarded the flight. The actual flight wasn't any better. The crew was rude and the service appaling to say the least. There were not enough blankets or pillows and the in-flight entertainment system: it wasnt there. I was in for more trouble on my journey back to Mumbai from Kampala. The flight from Nairobi to Mumbai was delayed by 5 hours.

There was no information given out to passengers and the staff there was rude too, not unlike some of the ticket clerks we have at Mumbai railway stations. Once I landed in Mumbai, I swore I would never ever travel with Kenya Airways again even if it meant a 24 hour layover.

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My parents traveled to Joburg from mumbai on nov 12' 2006 to show support toAfrican countries and took Kenyan Airlines Flight . It was delayed by 48 hrs.Initially in Mumbai and then at Nairobi. They are old and had so much pain andwe were so panic for all 2 days. When they reach Joburg somehow, their baggagewas also lost and till now there is no response from the airlines !!!!. Bewareof this. Then I wrote letter to the everyone in their Management Team/Board ofDirector (copy is attached as well). Now, they are trying to figure out ourbaggage && Reasons how the plane got delayed.... Kenyan Airlines, theirstaff, management/board of directors all are dirty piece of shit..

My FIRST Mail -

Sent: 14 November 2006 02:02 PM

To: Kinyanjui, Kevin; Naikuni, Titus; Canty, Neil; Fraser, Hugh -HDQDCKQ; Mwaniki, Evanson; Dinesh.Kapila@kenya-airways.com;Micah.Cheserem@kenya-airways.com; .com

Cc: Station Manager - EBBKDKQ;Reservations, Lusaka; Info - Lusaka;LusakaKQ Sales; Station Manager - ZNZ; Country Manager Zimbabwe -HREBAKQx;info@kenya-airways.sn; kenyair@rwanda1.com;

Subject: Very Urgent!!!! Take it Very Seriously !!!

My parents took kenyan airlines flight KQ260L on nov 12 (scheduled at 4 o clock) from mumbai to johannesburg.It wasdelayed repeatedly till 48+ hrs and now their baggage is also lost. No one istalking properly when they asked for the same at JoBurg airport. They are stillwaiting for their luggage to reclaimed. Its very unfortunate, that myparents suffered a lot during the journey and we were worried all for 2 days.

We have been told by our fellow friends - not to take any african flightsspecially kenyan becos of bad reviews, but to show our support to developingnation they took this flight and this was their biggest mistake. Youpeople don't deserve anyone's gratitude. We were not knowing that Airlinesstaff is hopeless, dont even know the basics of courtesy. What aAirlines??? it took them 2 + days to reach South Africa from MUMBAI. Now theirbaggage is also lost, which is expensive. Who is going to pay for all this? Iam marking cc to whole management /board of directors of kenyan airlines. Theyshould know, if the can not manage the airlines, better retire. Let me knowif anyshameful responsible Senior Management people from this committe talk tome.

I am launching a complaint in IATA and other InternationalOrganization forthe same. I will publish the story on web itself so thatmillion\'s of peoplewill read including you. This is disgraceful.

Kenyan Airlines is really dirty piece of shit....and I am going to raisevoiceagainst you people who create problems for the passenger...

Let me know if any shameful responsible Senior Management people from thiscommitte talk to me.

I am launching a complaint in IATA and other International Organization forthe same. I will publish the story on web itself so that million's of peoplewill read including you. This is disgraceful.

Their Response -

Thank you for your email. I am very sorry to hear that Mr and Mrs Sisodiawere delayed for more than 48 hours. I will go through the records to seewhat happened and will revert to you as soon as possible.

In order for me to trace their baggage, could you please supply me with thebaggage claim tag numbers? The will enable me to check and see what ishappening with the bags.On behalf of Kenya Airways, please acceptmy sincereapology for any inconvenience caused by the delay and promise toconduct a fullinvestigation on what happened.

Kind regards

Petros Ngwenya

CUSTOMER RELATIONSEXECUTIVE - South Africa

On behalf of Kenya Airways, please accept my sincere apology for anyinconvenience caused by the delay and promise to conduct a full investigationon what happened.

Kind regards

Petros Ngwenya

CUSTOMER RELATIONS EXECUTIVE - South Africa

My Reply to above Mail

Date: Nov 14, 2006 8:38 PM

To: "Ngwenya, Petros" <Petros.Ngwenya@kenya-airways.com>

HI Mr Petros & Others,

Its very easy for you guys to say sorry and quickly apologise. You dont evenimagine the kind of pain which we felt in last 48 hrs and u r here, writingapologies (giving excuse and explanations). This is very poor.

One of the most unfortunate thing is that they have TO & FRO Ticket so theyneed to travel again by your third class airlines in january' 07. Again you aregonna give us excuses.

Are you guys running airlines or creating problems for the people? I am SrManager in one the top IT company in India. I will write a detailed complaintto IATA & Other International bodies, writing reviews to all topwebsites/blogs. Trust me, I will let you know guys, how much expensive is toplay with human emotions.

Shut down your airlines, if you don\'t know how to run the business.

I have written to board of directors/management team also but no response fromthem. Do you guys understand english....don't you? Get me the email id of thefollowing persons -

1. Mr Evanson Mwaniki - Non Executive Chairman

1. Mr Titus Naikuni - Group Managing Director & Chief Executive

   
   




2. Kevin Kinyanjui - Information Systems Director

   
   

Make it count -I want detailed report in next 48 business hours - whatthe hell happened that flight took 48+ hrs from MUMAI TO JOBURG, and how theydid not get the baggage when they went for it? Baggage contains some personalitems which carry a lot of meaning to all of us.

I am waiting for your response. Why don\'t any of your Executive Chairman talkto me? What he does? Sitting in a board room and doing nothing of the kindaservices you guys are offering to their customers.

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I would rate my experience with Kenya Airways as ''Good and satisfactory''.

The aircrafts were newer (better than Air India). One wouldn’t get Stethoscope looking earphones at least. They had tied up with KLM that virtually connects the world. Kenya Airways connects entire horn of Africa and beyond.

I had flown to remote parts of Africa in KA flights. MD aircrafts. There are no reservations and the seating is First come First served basis. Well if you are indeed flying to these parts of the world, you will have to content with what is available (Bigger and spacious aircrafts are not available)

Don’t remember the food quality though.... But it’s certainly worth giving a try.

If you are an avid beer fan...ask for Tusker (can) and you will enjoy the true taste of Kenyan Beer.

Bon Voyage!!!

I tried updating, but it failed once, coz the review was less than 150 words.

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