Terrible service and they don’t care about customers

I have to express sheer disappointment, Kenya Airways have shown consistency in delays, poor customer service and a complete lack of compassion towards customers. I have found that this airline is lacking in organisation and management training. I filed a complaint over a month ago with no response. This is the second time they have ****** me. You will pay for a shorter flight just for them to cancel and give you flights 9 hours longer and not compensate you.

On the 25th July 2024, I had a flight that had a boarding time of 22:45 from Lagos to Nairobi. However,this flight was delayed and the new boarding time was 23:35 .

We arrived in Nairobi at 7h30am and was told that we had missed our flight and our next available flight would depart at 12h35pm. However, there would be a price difference between the two flights due to the layover being extended. When speaking to the consultant, she had issued a meal voucher as compensation. On arrival to the food court , I was met with a ridiculous representation of Kenya Airways’ way of apologising for the inconvenience caused.

What seemed like a $1 meal that a little child could not even eat. 1 slice of toast,coffee and a dry omelette with no seasoning nor sauce(see attached). I’m pregnant and was not even asked if I had any dietary restrictions/requirements. I had only eaten the toast as that was the only palatable thing. I have low blood pressure and was not even offered a water to sustain me for the rest of the time stuck in an airport with no air conditioning. Is this what this Airline calls “The Pride of Africa”? Inhumane treatment ? The last time we had anything to eat was at 12h30am. A full 12 hours and that’s what we are given. This shows what is thought of consumers paying to use this airline. I complained to the manager at the service desk,Amos. Firstly, the management needs training . Instead of apologising ,he imp**** that’s what is given by the airline and I should escalate it to someone else…and said it with a smile. Without giving a solution to the issue at hand, he told me my boarding time and ignored me to assist other passengers. I asked for the email address for complaints and he had issued me an incorrect one. The staff have an obligation to help where needed and provide service in which clients would gladly return,even after issues arise. Instead staff has an attitude that they are doing us a favour by doing their jobs.

This is the second time I’m having issues with delays and lack of service. Previously, I had an extended delay of 9.5hrs, but at least we were issued a proper apology for the overnight delay. Unless the delay is due to extraordinary circumstances (like adverse weather, security risks, political instability, etc), you will be entitled to compensation if your flight arrives at your destination three or more hours later than scheduled.