Kenya Airways Reviews
Latest Reviews
★★☆☆☆
“Unreliable ”
Written on: 14/01/2013 by Annoyedfor5years (1 review written)
Frequent cancellations, inexperienced and unatractive inflight crew (read more)
★☆☆☆☆
“my nightmare travel with Kenya Airways”
Written on: 11/01/2013 by tayeudigg (2 reviews written)
I booked flights for my partner, my infant son and myself from London, Heathrow to Harare, Zimbabwe on Kenyan Airways with Flycheapest and it was not a good experience. The intial problem was when i tried to book my infant son and the airline kep referring me to the travel agent that had booked tickets for my partner and myself. they didnt want to book the ticket for some reason and kept saying I could book it on the day of travel which meant i was going to pay more for the ticket. Finally i... (read more)
★☆☆☆☆
“The Shame of Africa”
Written on: 11/01/2013
This has to go down as THE most painful flying expeience I have ever encountered. I flew with Kenya Airways once before (LHR-NBO) and thought I was just unlucky with a broken seat and a broken in-flight entertainment system. This time, I flew to BKK from NBO and it was a disaster. On paper, the flight time is perfect, leaving around midnight both ways and arriving at great times. You can enjoy the day knowing you can sleep for most of the journey. However, this didn't take into account... (read more)
★★☆☆☆
“we are UM's not adults ”
Written on: 05/11/2012
We (my brother and i) where flying from amsterdam to nairobi and we where put at the back where the food and toilet smels where. The tv whas not working and if a movie workt the screen was schivering all over. When we where there they put us in the executives lounge whith out a time when the next plane whas leaving (nairobi-lilongwe) after two ours we got on the plain it whas a bit better but my lite whasent working and you know. (read more)
★☆☆☆☆
“terrible flight with KQ - and terrible service”
Written on: 29/10/2012 by robwatson65 (1 review written)
the in-flight equipment was broken, and the staff did not care. The food was terrible. The staff did not respond to the bell, or help sort anything. I will avoid this airline from now. (read more)
★☆☆☆☆
“An Embarrassment for Africa”
Written on: 24/06/2012 by FlyingChristine
Kenya Airways is probably one of the most appalling airlines I have flown with (on average I make 40+ flights a year) and its shameful they call themselves the Pride of Africa. They are hardly ever on time (the only airline to proudly boast on their website that they have a 54% 'flight on time' rating, i.e. 1 in 2 of KQ flights is delayed), delays of 6 to 8 hours are no exception on their flights within Africa especially the Nairobi - Lagos route (which I fly at least 6 times a year), ground... (read more)
Guest's Response to FlyingChristine's Review
Written on: 04/08/2012
We went on family holiday in April 2012 from London Heathrow to Nairobi Kenya the flight was on time we were in economy class but had first class service, food was really nice had seconds.
Staff was friendly and helpful felt like we was in first class service.
We arrived in Nairobi on time and our connecting flight was not time as well.
And on our return flight there was a delay of 45 minutes, but still arrived back to London before scheduled time.
We enjoyed flying with Kenya Airways and made our holiday worth while. Though all our friends and family discouraged us from flying with them and on top of that no lagguage was lost.
Kenya Airways PRIDE OF AFRICA.......... ...
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★☆☆☆☆
“Rubbish”
Written on: 20/06/2012
They cancelled flight twice without notification and declared that I was a no turn up????? !!!! Useless people on the desk and customer service are just surly morons clearly getting paid to do nothing. This useless airline should be closed down. Pride of Africa. Gives Africa a bad name! No resolution no compensation. Be warned do not book pay a better airline or don't go at all. (read more)
★☆☆☆☆
“chaos”
Written on: 12/06/2012
Kenya airways are just about ok flying in and out of europe and america as they have to keep to the regulations. flying inside africa is a different matter - flights get changed without letting you know, staff are completely clueless, there is no such thing as customer service or a complaints procedure. my latest hellish experience with them involved 24 hours in nairobi airport after there was a problem on the runway - it had to be closed for 5 hours to clean up - understandable. the chaos... (read more)
★☆☆☆☆
“Appalling , Spirit of Africa, hopefully not!”
Written on: 09/06/2012 by paulwright967
Flight from Kigali to London Heathrow via Burundi and Niarobi. I am quite realistic with flying, you get what you pay for etc. So, I found the inflight food acceptable and the inflight safety experts (thats what there now called or something like that) were adequate for the role. What was amazing was the sheer incompetence of the ground staff at Nairobi, we boarded a plane in Kigali and told that we had been checked in at Nairobi and just needed to get a boarding ticket as they couldn't... (read more)
★☆☆☆☆
“Shameful to call themselves the "Pride of Africa"!”
Written on: 01/06/2012 by jbphdelaney (2 reviews written)
We arrived at Jomo Kenyatta International Airport in Nairobi on May 24 at 7:00 AM. Our flight to Mahe Island, Seychelles was scheduled for 9:05AM. The gate attendants started taking passengers for our flight through security and into the waiting area at 7:55AM. We all sat around waiting. Finally, around 9:15AM, someone finally came to announce that our flight was delayed due to a mechanical problem, the plane was being refueled, and they were planning on a 9:30AM departure. At 10AM,... (read more)
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Showing 1 - 10 of 43 Reviews
★☆☆☆☆
“I discovered Hell, and it's called Kenya Airways.”
Written on: 17/04/2012 by annahlansdown (4 reviews written)
If only I could go back in time and buy a ticket with a better airline. This airline is the worst I have ever taken. I have travelled to over 65 countries in the world and been to many places, but this really takes the cake in the rankings of terrible-ness. Problems on the ground include: - cancelled flights - delayed flights - missed connections - inaccurate information boards - staff that consider their only job to get rid of you by whatever means necessary - normally by telling you... (read more)
★★★☆☆
“Did (roughly) what it said on the can....”
Written on: 17/02/2012 by moosejoose (5 reviews written)
Flights very punctual. Staff on board friendly, service good. Food passable, Seats were quite comfortable with good legroom for economy (I'm 6ft tall). Had IVOD screens but mine was faulty both ways. Probably the cheapest flight so you get what you pay for. Probably the most generous luggage allowance (46kg) going. (read more)
★☆☆☆☆
“The worst airline ever !”
Written on: 10/01/2012
We had such a terrible experience - it almost changed my perception of Kenya and its people. My mom hurt her leg while we were on the safari. They refused to believe us when we asked for a wheelchair and denied us any kind of assistance. Our flight was delayed for more than 6 hours which made us miss our connecting flight. They didn't care ! The staff was extremely rude, uncommunicative and unhelpful. I have never ever come across such unsympathetic, hard hearted people. I would NEVER EVER... (read more)
Guest's Comment
Written on: 02/04/2012
OMG! I am so sorry to hear that. I happened to be one of the traveller who went through same thing you and your family did. I could not believe the behavior of the Kenyan Airlines staffs (GATE NO 6). They flat out told people that they won't help them ( passenger) if they " made them (staffes) mad". The most amazing this is we're getting as rude responses from the airline authorities as those staffs on the ground. Unbelievable. I warned everyone ( family, friends and people know) not to fly in Kenya airlines. AS YOU SAID, I WOULD NEVER EVER TAKE THIS AIRLINE AGAIN.
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★★☆☆☆
“You do not count”
Written on: 08/12/2011 by imtzkhan (1 review written)
My flight cancelled - no warning, no communication, no tangible reason given. The next one was delayed. To top it all off, the check-in staff member said she would downgrade me whether I liked it or not. I did not have to snoop to overhear her say in her phone she needs to downgrade two people because so-and-so (a big name in Kenya) was flying. No sir/maam, I did not have to strain my hearing - it was done blatantly in my face. Now, I travel economy more often than business. I will give up... (read more)
★☆☆☆☆
“We recently travelled from Heathrow to Lilongwe to...”
Written on: 16/05/2011
We recently travelled from Heathrow to Lilongwe to visit family, we were travelling with our 6 month old baby.
first thing to go wrong was that our seats were allocated to us, we had booked front row with a cot for our little boy on the wall in front of us, I called Kenya airways a couple of days before the flight to ensure we had the cot and food for our baby to which the polite lady on the phone replied we "definitely have the front row seats (confirming the seat numbers) and the only...
(read more)
Guest's Comment
Written on: 13/06/2011
this is not just an emotional response......I feel for the family and agree flying KQ is ...because the alternatives are limited. we have flown couch and bis with kids (and baby at the time) and it sound (very) familiar. even when you book upfront and online most of the time it is and remains a "Kenyan roulette". KQ just doesn't get it. individual flight attendants and check in staff rescuing the situation because they are committed and probably also realize the mess. I am only flying KQ sine years because the alternatives from Malawi are limited.
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★★★★★
“I up-graded from Economy for my return flight to the...”
Written on: 03/03/2011 by jkilkenny (2 reviews written)
I up-graded from Economy for my return flight to the UK from Nairobi following earlier delays with my flight from Pemba to Zanzibar.
As soon as I received my ticket I was out of the plastic chairs and into the comfortable Business Class Lounge at Nairobi Airport. Service was good, as was the selection of drinks, food and beverages.
As soon as I was on-board the aircraft I felt relaxed, a nice welcome from the cabin attendants with drinks offered as you seated, and the flight departure was...
(read more)
★★★★☆
“Great carrier food and service was very good. Aircraft...”
Written on: 30/11/2010
Great carrier food and service was very good. Aircraft from London to Nairobi new and comforable. From NBO to JNB aircraftnot too comfortable. Flight was delayed by 2 hours but otherwise great service and baggage was transferred between all destinations. Would recommend this airline. (read more)
★☆☆☆☆
“Thank you for losing half of my bags, after charging...”
Written on: 07/11/2010
Thank you for losing half of my bags, after charging me $376 in excess baggage fees in Kampala (after charging me $127 two days before in Dubai). The customer service portion of their website doesn't seem to take complaints! Go figure! Now, I'm working with half of my equipment, and Kenya Airways has half of my gear and a load of my money! (read more)
★☆☆☆☆
“3 hour delay on the tarmac with hardly any explanation...”
Written on: 25/10/2010
3 hour delay on the tarmac with hardly any explanation or apologies. A strictly no upgrade policy even if the delay is their fault, you are on your honeymoon and the plane is mostly empty. Delayed baggage and havoc at Nairobi airport at the visa area. Not worth going with if you can at all help it! (read more)
★☆☆☆☆
“At first quite impressed by service - until being...”
Written on: 17/10/2010
At first quite impressed by service - until being stranded in Nairobi due to Icelandic Volcano erruption. We were sent by Kenya Airways check in staff in Madagascar to get our connecting flight from Nairobi to London despite there having been no flights for 2 days and all flights were cancelled. Chaos at Nairobi airport. No one would help us despite queuing for hours (I was travelling alone with my son). Spent several hours in the airport trying to speak to someone in charge and where... (read more)
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Showing 11 - 20 of 43 Reviews
★★★★★
“Left late due to passengers but made up time on the...”
Written on: 08/10/2010
Left late due to passengers but made up time on the trip. Cabin clean, Toilets best on any long haul flight I've been on. Food was good, Staff were great. Missed a film we wanted to see but through our own fault was looking in the wrong place. Recommend anyone to fly with them. Caught a smaller plane (Precision) to Zanzibar again no problems at all.
The return seating arrangements with precision were interesting and resulted in a game of musical chairs when we got on the plane but it...
(read more)
★☆☆☆☆
“Heathrow to Nairobi - on-line check would not work for...”
Written on: 04/10/2010
Heathrow to Nairobi - on-line check would not work for outbound or inbound flight, cabin crew not so friendly, in-flight entertainment system broken on my seat, ran out of vegetarian food despite ordering it, on return flight had to make an emergency landing back at Nairobi because landing gear wouldnt retract, had to dump all fuel, had to disembark the plane and sleep in Nairobi airport until they could find crewe to take us home, then we missed our connection from Heathrow to Manchester. ... (read more)
★☆☆☆☆
“Kenya Airways - harrowing experience ”
Written on: 24/05/2010 by swatisani (1 review written)
Kenya Airways - harrowing experience
On 23rd May, 2010 I and my husband, Tarique along with our 12 year old son, Aasim were booked business class to fly from Nairobi to Mumbai. We took our boarding passes, and went to the lounge. The lounge itself was cramped and stuffy, but we endured. Around 4 PM we went out to check out the duty free shops and we heard boarding announcement for our 5.45 PM flight. We returned and found out that the announcement in the lounge was completely different. The...
(read more)
★☆☆☆☆
“Kenya Airways the Wort of Africa! ”
Written on: 01/05/2010 by espy2010 (1 review written)
Kenya Airways the Wort of Africa!
The Ugandan Government has been voicing its dissatisfaction with KQ customer care in Uganda. The government has been thinking about taking legal action against the airline for the mistreatment of its citizens. Strangely enough, a new story just came out of Rwanda suggesting that Kenya Airways could see three top senior local officials there going down the legal path as well to bring KQ back down to earth as the management and staff seemed to have had their...
(read more)
★☆☆☆☆
“The shame of Africa! ”
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...
(read more)
★★★★★
“hi ”
Written on: 23/01/2010
hi
I wonder as well about the bad reviews on the site. I fly frequently and this was by far the best service I have ever received. The flight attendants perfect, the planes ok, everyone very friendly, food very good, they should only work a bit on their entertainment, as I feel there was not enough variety as for the length of the flight.
I would highly recommend the Kenya Airways. To compare I can only say that I flew to China in July with Air France, which was not even remotely close to...
(read more)
Espy2010's Comment
Written on: 02/05/2010
You must be one of the very few lucky passengers on earth. Don't worry keep flying with KQ and one of these days you will find yourself on the same page as thousands of us. My first and only flight with KQ in January this year from Dubai to Uganda was hell.
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Guest's Comment
Written on: 12/06/2012
I have had a good flight with Kenya Airways years ago and trying them again this year. Interesting your comment about Air France since they own 26% of Kenya Airways and are the biggest shareholders. I also have had a bad experience with Air France, mainly the poor breakfast!
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★☆☆☆☆
“This was a terrible experience by any standards. When...”
Written on: 29/12/2009 by paulmuggleton (1 review written)
This was a terrible experience by any standards. When all goes according to plan, Kenya Airways provides an average level of service, but when things go wrong they just can't cope. Our flight from Mombasa to Nairobi was aborted at 21:00 on 22/12/09, supposedly due to a problem with the landing lights at Nairobi. Other airlines were continuing to land at Nairobi so I still don't understand why we couldn't! Maybe the pilots just weren't up to the job? The flight eventually took of at about... (read more)
★☆☆☆☆
“The worst journey we have ever had. Cancelled flights;...”
Written on: 27/12/2009
The worst journey we have ever had. Cancelled flights; long unexplained delays when the flights did take off. Customer service appalling. Airport staff rude and unhelpful.Cabin crew not much better. Check-in, gate procedures and boarding shambolic. Would not recommend this airline to anyone. (read more)
★☆☆☆☆
“I cancelled a flight with Kenya Airways, totally my...”
Written on: 25/11/2009 by indecisive (91 reviews written)
I cancelled a flight with Kenya Airways, totally my fault but the customer service I have received since has been appaulling and you could almost call it "non-existant"
I had to pay a huge cancellation fee (again my fault so I took it on the chin) but I had 4 or 5 phone calls with KA customer services to ask them to justify a refund charge so high. They were unable to do this. I dont mind paying the fee, it just anjnoys me when they cannot justify the expense. A seat was cancelled 9 months...
(read more)
★☆☆☆☆
“Kenya Airways used to be the pride of Africa but no more. ”
Written on: 16/06/2009
Kenya Airways used to be the pride of Africa but no more.
Flights are often delayed and very over booked.
(read more)
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Showing 21 - 30 of 43 Reviews
★★★★★
“Regularly fly KQ to Nairobi to see friends and family...”
Written on: 21/05/2009
Regularly fly KQ to Nairobi to see friends and family and have never had a single problem with Kenya Airlines. Comfortable cabins in standard and premier world, smiling hostesses and hosts and a young, modern fleet. I have no idea where people are getting all these bad reviews from. (read more)
★★☆☆☆
“Definitely on the downswing with frequently delayed...”
Written on: 07/05/2009
Definitely on the downswing with frequently delayed flights, booking problems, and customer service issues. Skyteam elite not allowed to use the Kenya Airways lounge. If you have a problem the customer service desk airside is always mobbed. They seem to get away with an inferior product and still be packed because of a lack of competition.
I've flown them numerous times over the last 5 years as I live and work in Africa. I really am sad to see them decline so much as once they were a...
(read more)
★★★★★
“I had a wonderful experience with KA. Mumbai to...”
Written on: 31/01/2008
I had a wonderful experience with KA. Mumbai to Nairobi and Nairobi to Amsterdam. And all this during civil unrest in the country. The flight to Nairobi from BOM was full. The service by the attendants and the food was better than any domestic airline I have flown. And free alcohol to boot. FA's made rounds regularly.
Flight from Nairobi to Amsterdam was about 50% full. Absolutely wonderful service!
(read more)
★★☆☆☆
“I suppose we were lucky not to be directly impacted by...”
Written on: 31/10/2007 by melissal (1 review written)
I suppose we were lucky not to be directly impacted by the cancellation, other than having full flights and seats being over-allocated, but I wouldn't fly with Kenya Airways again as the risk of the cancellations seems too high, and the ability of the ground staff to deal with these cancellations was woeful (particularly given that they seem to happen all the time, you would think they would be more practiced at it by now!). (read more)
☆☆☆☆☆
“We were offered delayed flight compensation letters to...”
Written on: 25/07/2007 by ykachikoti (1 review written)
We were offered delayed flight compensation letters to collect 100 us dollars at any Kenya airways office.. Guess what? There are none in the area I live. One would have to travel 300 miles to get to one. Meaning.. more money required to collect this so called compensation. I will never fly Kenya airways and I would advise people not to either. Better to fly the more expensive airlines than the cheaper ones. (read more)
★★★★★
“Some of their smaller planes are older (which is not a...”
Written on: 19/07/2007 by Dr Wade (1 review written)
Some of their smaller planes are older (which is not a major problem).
However, they offer good service at a reasonable price. I would fly them more frequently if their flights were in my area.
(read more)
★★★★☆
“I had my doubts about using an African carrier but...”
Written on: 29/01/2007 by elize (1 review written)
I had my doubts about using an African carrier but decided to give Kenya Airways a go since they were the cheapest. I was never sorry. The long haul flight from London to Nairobi and the one on the way back for that matter, had lots of legroom and a personal TV on the seat in front of you. It had a choice of ten recent movies and a lot of other programmes. Being 1.83m tall, I was even offered a seat at the emergency exit to make my flight more comfortable. The flight crew were all very... (read more)
252776_Anonymous101's Response to elize's Review
Written on: 01/02/2007
Like you, I would be sceptical about using an African carrier.
<br/>
<br/>Some useful information on this Kenya Airways review!
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Pkea711481's Response to elize's Review
Written on: 26/09/2008
I found this review helpful because... it was similar to my experience of the airline
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★★★★☆
“Kenya Airways is a better choice than the budget...”
Written on: 02/05/2006 by BELTANEFIRE5 (12 reviews written)
Kenya Airways is a better choice than the budget airlines, and the price, with careful booking, is minimal in difference for such a better a service.
I think it also correct to support a national airline when flying to that country, and it means the holiday starts with the journey.
(read more)
☆☆☆☆☆
“Kenya Airways need to improve in customer service and...”
Written on: 01/05/2006 by gertie (1 review written)
Kenya Airways need to improve in customer service and value customers more by respecting people, especially those with special needs (infants, disabled people and pregnant women). (read more)
★☆☆☆☆
“This is the first plane I have boarded in my life. Air...”
Written on: 31/08/2004 by devjyoti (1 review written)
This is the first plane I have boarded in my life. Air Kenya is the first international flight I took from Mumbai-Nairobi-Johannesburg. The flight was on time but there is no arrangements for the video. There was only 1 projector where all the passengers watch that video. You cannot choose your own video. You can only have a personalised audio set where you can listen to your preferred music. Air hosts (male) are cooperative. The blankets which they supply are very thin. It is like a bed... (read more)
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Showing 31 - 40 of 43 Reviews
☆☆☆☆☆
“Kenya Airways was the absolute worst airline I have...”
Written on: 20/07/2004 by rohmer1 (1 review written)
Kenya Airways was the absolute worst airline I have ever come across. First, they overbooked 25 people and therefore 4 CHILDREN out of our 50 person group could not get on the plane. Half of our luggage did not make it to our destination, which was horrible because we are a performance group and our keyboards and drums did not make it on time for our first few concerts. Then we took Kenya Airways to get to Rwanda and they were overbooked AGAIN. Therefore two CHILDREN were left AGAIN. These... (read more)
★★★★★
“I was a bit undecided about flying on an african...”
Written on: 21/06/2004 by richardburns (1 review written)
I was a bit undecided about flying on an african carrier, but after flying Kenya Airways, all my views changed. This is by far the best airline in the world! I was so amazed by how new their aircrafts are with beautiful color schemes, how friendly their staff are, not to mention the state-of-the art entertainment systems. The food was tremendous!...the best food I've ever eaten on any aircraft. A lot more leg room than most European carriers. Kenya airways makes you get more than your... (read more)
Cbub's Response to richardburns's Review
Written on: 30/12/2006
"richardburns"? Does "Richard" work for Kenya Airways PR firm perchance? "The pride of Africa" was the giveaway.
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★★★★★
“I flew for the first time with Kenya Airways to...”
Written on: 20/04/2004 by twosixbw (1 review written)
I flew for the first time with Kenya Airways to Johannesburg from Manchester (KLM/Kenya Airways partnership). Very impressed with the service. The only disappointment was that the return leg from Nairobi was with KLM who were nowhere near as good as Kenya Airways.
The food is good, there is a good choice of inflight videos and the staff are helpful and very friendly.
Highly recommended
(read more)
Pkea711481's Response to twosixbw's Review
Written on: 26/09/2008
I agree with this review because...I flew from Heathrow with a share with KLM & Kenya and the service on Kenya was far better.
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Arthemon's Response to tayeudigg's Review
Written on: 11/02/2013
Nairobi airport customer service and kenya airways: This is a shame for this country. I will never and never travel with this company or deal with them at any time. I was travelling with my wife, son and daughter (infant). we were transferred by ethiopian airline to kenya airways to get to bujumbura. Once in transit in Nairobi-airport, we were told to give our tickets to customer service so that they can give us boarding passes. To my big surprise this gentleman told me that he could not find my daughter in their system after several flights from Dallas to washington-to Addis Ababa(Ethiopia), she was an infant and had her own boarding pass. The guy told me that she needed to have a ticket for her own otherwise she will not travel with us, she was only 1 year old. We paid already with ethiopian airlines not a full ticket since she was an infant but taxes. This guy then told me that i must purchase a ticket, when I asked he told me 300 kenyan shillings and asked him how much will be in usa dollars and he replied 35 dollars,big lie!!!!. I did all this to get my daughter with me on airplane. and then to my surprise when i checked how much would have been 300 kenyan shillings i found out that i was not even a ticket because it could have been only 3.5 us dollars, what type of ticket from Nairobi to Bujumbura-burundi.It was simply a bribe. The guy produced and gave to me what he called a receipt. I will do my best to avoid Nairobi airport whenever I can and will advise whoever ask me not to. I have had so many stories from other people but never took it serious until it happen to me.