BOOK THIS AIRLINE AT YOUR OWN PERIL. DISORGANISED! APPALLING CUSTOMER SERVICE!

WORST EXPERIENCE EVER. We had booked return flights between Joburg and Bangkok. Our flight out of Nairobi was delayed and we were only notified upon arriving airport.

On our return flight they cancelled our flight, only communicating it to us 7 hours before departure. No further communications were received about alternative accommodation arrangements and we had to go all the way to the BKK airport to receive correspondence and information about the rescheduled flight.

Customer service is appalling! The lack of communication is shocking. Upon arrival at Jomo Kenyatta we were told that we had been put on an earlier flight to Joburg. We enquired about our luggage and were assured that it would be on its way to Joburg.

Our baggage was delayed along with multiple other passengers! At the airport we were assured we would receive regular updates on the progress of tracing the baggage but no communication was received. Trying to make contact with the airline regarding the baggage was even more frustrating as the number provided did not work, the email address provided was incorrect and their WhatsApp correspondence did not answer their phones until I independently found different contact details online and complained.

Each correspondence regarding the baggage provided conflicting information, with one person saying the baggage was located at Jomo Kenyatta and would be placed on the flight we were originally booked for and arrive in the evening. This was not the case. Another employee stated that the luggage was still currently being traced and could not provide any details on its whereabouts.

The worst airline experience ever with no consideration, apologies or compensation for any of the inconveniences caused.