“Kenya Airways made me waste time on my holiday for no reason at all.
I checked into my flight using their mobile app, but when I got to the airport the boarding pass from their mobile app was NOT being recognised.
I was told mobile boarding passes are not valid, but they have to be printed on paper.
I had to go to the check-in desk and check in again.”
“I made a booking with travel2be on 24/12/21 Booking ID 19679051 from Lusaka to Dubai with Kenya Airways.
On 31/12/21 at 03am I received a cancellation email that was forwarded to me saying the 2nd leg of my journey had been postponed by
35hrs which would have left me stranded in Nairobi airport for the duration of that time. Within that time, my PCR TEST would have
expired and I would have been unable to continue my journey thus leaving me stranded in an unfamiliar country. As I was informed of
this flight change at the last minute, I did not have enough time to make alternative arrangements with regards to accommodation in
Kenya and rebooking a PCR TEST.
Upon receiving the aforementioned email, I immediately cancelled my flights and requested a refund, in order to rebook a new journey.
My reason for refund was due to the unacceptable new journey I had been put on. My refund request has been denied 3 times, each time
without adequate justification. The changes were made by Kenya Airways and no fault of my own. Kenya Airways took no responsibility for the changes made to flight and kept refering me back to travel2be. Travel2be made made it increasingly
difficult to request cancellation.
I am extremely upset with the quite shocking and unacceptable service I have received so far from Kenya Airways. How can the company that made these last minute refuse to deal with my issue or accept my refund request!.
I would once more like to request for a full refund for my ticket due to the last minute changes made by Kenyan Airways to my
journey which would have left me stranded in a foreign, unfamiliar country for an unacceptable length of time.
At this point in time travel2be or Kenya Airways has made no attempts rectify this situation or get back to me to this date”
“Ordinarily I would have given you a 5 star rating. Firstly, could you start making use of the various communication lines (email, cell) in cases when you want to be extremely strict on your weight limit. Then kindly retrain your Mumbai staff on courtersy. It is not proper to tell a complaining passenger that it is fine if he is not happy with how he has been handled and can choose another airline next time - really abhored by the young man who checked me in Bom-NBO. Also please ensure flight air temp is not too high. Otherwise in-flight KQ staff all the way as always were brilliant. Asante.”
“My domestic flight from Mombasa to Nairobi got cancelled after multiple delays. They chose not to inform us until it was too late to buy a ticket from an alternative airline. I had an international flight connection in Nairobi that I hat to pay a $525 penalty to move to the next flight. I lost a day of travel and ruined my holiday. No apology. No accomodation. No explanation. When I informed them of the connecting flight they said we can help you because you didn't book with us!?!? How would this encourage me to book with an airline that has multiple delays and cancellations and does not care about their clients.”
