Poor Service- Kenya Airways OR Tambo Airport

I arrived at the OR Tambo Kenya Airways counter at 11:49 PM on 17/12/2024 (yesterday) for a 01:15 AM flight to Saudi Arabia. I had already checked in online but was instructed to check my luggage and collect my boarding pass at the counter. Upon arrival, there was only one person working at the counter, and the process was very slow. I was eventually attended to at 00:20, at which point I was informed that I had missed my flight. The staff member told me she was trying to resolve the issue with her supervisor, but no solution was offered, and I still missed the flight.

I was then directed to the ticket counter, but I was told that I could only be assisted by Saudi Airlines, as they had booked my ticket. Meanwhile, many other passengers were facing similar delays with their luggage, causing further hold-ups at the counter. The staff member kept mentioning that I would incur high luggage charges, yet she hadn’t even checked me in. This has led me to suspect that there may be solicitation of money from passengers for luggage charges, which might have contributed to my missed flight.

Overall, the lack of professionalism, inefficiency, and poor communication led to an extremely frustrating experience. Flight number KQ765