Extremely unacceptable service

I have recently travelled abroad using Kenya airways for my trip to Mumbai, India. I have experience quite a few unfortunate incidents with this airline and would therefore like to highlight my frustrating and unpleasant experience.

Departing flight: My flight was scheduled to depart from OR Tambo International airport on 01 February 2018, onboard flight KQ0765. This flight was scheduled to depart at 01:15 in the morning, and eventually only departed at 03:30 (Even though it was communicated that the delay will only be 50 minutes). As a result of this, I reached my destination on Saturday 02 February 2018 instead of Friday 01 February 2018. My accommodation was booked in advance from 01 February 2018 and as a result of the above, I have paid for my hotel from 01 February 2018 and only checked in on 02 February 2018. Due to this extra costs that I have incurred due to delays by the airline, I would appreciate it if the accommodation for 01 February 2018 be compensated in full from the airline.

Arrival Flight: Unfortunately, with my flight back home, I encountered further delays. Upon checking in at Mumbai international airport, I was informed that my flight from Nairobi to South Africa (KQ764) will be delayed due to adverse weather conditions. I was expected to land in South Africa on 10 February 2018 at 00h25 in the morning, however I only landed at 13h30 in the afternoon. I was put on a much later flight to South Africa (KQ 760). There was no prior communication sent out by the airline, and I was basically told when I checked in at the Kenya airways counter. This was an incredibly frustrating and difficult situation since had I been communicated in advance of this delay, I would have had the opportunity to rearrange my commitments back home to accommodate for this delay.

Further to the above, and even more frustrating, my baggage was not loaded on flight KQ 760 due to the plane having excess baggage. This was not communicated at all and I only found out about this once I landed in South Africa (even though I waited at the Carousel for 45 minutes expecting my baggage). I had to proceed to the Kenya airlines counter only to find out that all 4 of my bags did not make the flight and will be put on a much later flight and I will only receive my bags later in the afternoon (approximately 18h00). The officer at the counter advised me that my bags will be delivered to my home at approximately 18h00. Having not heard anything from the airline, or the courier company, and having not received my baggage by 20h00 on Saturday evening, I proceeded to contact the airline however without any success. No one was available to answer the telephones and it was a struggle getting hold of anyone to assist me. I eventually got a hold of the baggage enquiries department at OR Tambo International airport, and after much back and forth and them not being of much assistance, I proceeded to go to the airport. I proceeded to the Bidair baggage enquiries department, and to my dismay I was informed that only 3 of my 4 bags were in South Africa, and the 4th bag will only arrive during the early hours of Sunday morning. Again, this was not communicated to me at all, and much of this follow up was initiated by myself. Per inspection of the three bags that I received, I noticed that one of the locks were broken and there was no note from SARS Customs to advise that my bag was inspected. Therefore, my lock on my bags were broken into and my valuables in the bag were tampered with. After examining my bag thoroughly, I noticed that a few pieces of Indian clothing that I had purchased in Mumbai was missing, as well as a few pieces of jewelry was missing. Having said this, I have lost large amounts of money as well as items that hold sentimental value to me due to the incompetence and lack of service from Kenya Airlines.

Furthermore, my mum who was travelling with me on the same flight was due to leave to Durban the next morning (Sunday 11 February at 10:25) The 4th piece of luggage that was not received on Saturday evening was her luggage. This resulted in her having to leave Johannesburg without any of her belonging as at the time of her checking in, her luggage was still not received. To date she is still inconvenienced as she does not have any of her possessions with her.