Bad service and blatant lies - this airline is NOT the pride of Africa

Bad service, poor communication on cancelled flight KQ765 on 8 Dec 2017 for 1:25. This flight got cancelled and we were messed around from first being notified that it was delayed for 3 and a half hours and then no notification when the flight status changes to cancelled. There was no clear communication from KQ as to what would happen to us, we had to ask, beg and plead for assistance. Eventually we were put up in a hotel without any indication of what would happen to us and what flight we would be put on and after calling and calling we got word that we would be placed on a 17:30 flight (16 hours of delay) and with no details of what would happen with our connecting Zanzibar flight which we had missed due to the cancellation. We missed our flight, lost out of R7000 one-night accommodation and lost out on a day’s holiday. Now that I am back home in SA and wanting to get compensated for my losses, no one can give me a mere letter confirming the cancellation and everything that happened, call centre agents and chat agents alike – all useless ***** and passing the buck as no one seems to know what to do. Instead I am being told that their system shows that I am the one that was late for the flight and hence I had to be placed on another flight, now please tell me HOW can I be late for a flight that got cancelled?

I am sickened and appalled by the service I received and experienced with KQ, this is not the pride of Africa and everyone else that went through what I went through can attest to this. I will be making this complaint trend and spread and make sure that the public knows what a horrible airline this is and how they do not take care of their customers. To Managing Director and CEO – Sebastian Mikosz In response to your article “Kenya Airways was named Africa’s leading airline 2017…” in your publication in the Aircraft (which was also very very poor by the way). It was more than disappointing to see this article because I experienced all the opposites of the things mention in this article, your staff and customer care and flying experience was appalling and I have received no remorse and compensation for my troubles – no one at KQ cares.

Regards, Ntsoaki - very disappointed customer