Written on: 26/04/2010
The shame of Africa!
The worst airline ever. We had the misfortune of flying Kenya Airways during the Iceland volcano eruption. Even though the eruption and the subsequent airport closures were not their fault, the way they handled the situation and the resulting passenger inquiries was atrocious! To say the least! Once our flight was cancelled we were basically "kicked out" of the airport with a letter stating that they would not pay for food, refreshments or accommodation - even though we later learnt that the first cancelled flight passengers got 5* hotel for accommodation! We were promised a call back and to be put on the 1st available flight back but the call never materialised. Our own calls to their call center was either cut off rudely or we were put on hold (for more than 15mts) and ignored!
We visited the Kenya Airways office in Nairobi and the staff were plain ignorant on what was happening and in fact, didn't even care. They were very slow and some even read newspapers whilst there was a crisis going on around them without helping out. The manger, quite rudely refused to speak to us!!! He just didn't want to hear our concerns and told us to speak to his colleagues as he didn't "have time for us" - even though he went around chatting to the counter staff girls and giggling with them!!!
Once we had got a flight (under trying circumstances) the check in was terrible as it took more than half hour to check us in. The girl at the counter took a toilet break, had a nice chit-chat with her friends and arranged her desk while we stood at the desk waiting for our seats!!!!!
The flight itself was an even worse experience - both when flying in from Amsterdam and flying out to London. The entertainment system didnt work and most of the seats were torn and in very bad condition. Bits and pieces of the arm rest were broken off and I didn't have the confidence that the plane was in good flying condition. Food was terrible and customer service non-existent. When we landed in Gatwick and while waiting for the bus, one of the flight stewards went to sleep in front of the passengers!!! After about 10 mts, he locked himself in to the toilet so that he can sleep undisturbed!!! None of the crew smiled or went out of the way for the passengers - one of them tried to wake up a waking child 2 hours before landing to get the blanket back!!!!!
Looks like Kenya Airways is being run by idiots who don't know the first thing about customer service or passenger welfare.
If you value your sanity, steer clear of them and never ever ever fly with them!