Dissapointed in Kenya airways

I really have been stressed and filled with regrets for choosing Kenya Air. It was my first time using the service but it has left me with so much heartache and regret. I usually use SAA but thought I should try Kenya which appeared cost effective.

I and my family ended up going to the OR Tambo airport in Johannesburg as my booking could not capture the 5th passenger in Kenya website . Upon arrival at the airport with no reservations because I could not capture all passengers details we were on stand by. The agent on duty was not willing to assist and simply told us to wait for 00:50 to speak to him. When the time come he checked and said he had seats open and asked to our bags and passports so we went to get our trolley and he said he is closing he won't wait for us yet he could have advised that we be ready to go in should they find seats. He should have advised that we also weigh the bags as we wait. It felt like subbotage to us and to the airline. We slept on the cold chairs with a 13 month old baby and waited for the following day.

Day 2 arrived. We were assisted by another agent this time but friendly and willing however we were met with a slap on the face when we saw the total fare which was totally different from what we could see on Kenya web. We ended up only having one of us (dad) travel as he was extremely irritated and tired. The remaining 4 passengers could not travel as the price was shockingly high. We then decided to wait another day. My dads bags have been lost and some contain some of his daily chronic medications.

Today, I finally see flights in Kenya website and again I am trying to book for the remining 4 passengers and again I can't capture the 4th passenger and the price is fluctuating. This means going to the airport again to get help at a very heavy cost.

I really regret considering Kenya air as I have been in contact with them via emails and even calling th Kenya offices on Kenya for help but always getting answers that really have no meaning. One of ther call center agents from the Kenya offices even said he can only see the same details as I can see in my side and I wondered so why have that call center if it can't help when we r stranded.

I am really sad and still at Johannesburg as we speak with young children and trying to find a way to get to Entebbe.

I will never consider flying Kenya air again.