Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/04/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was sent a payment link by Kenya Airways in order to purchase a flight because their website was not allowing me to purchase the flight. The flight was for the same day November 25th 2024. After making payment my ticket was not issued. I contacted Kenya Airways via ******** for the next few days via WhatsApp. The **************** is terrible, it take hours to be connected to an agent and once the agent joins the chat will end if you dont respond within 2-3 minutes. On December 11 an agent confirmed I would be refunded. Since then Ive called them numerous times, sent request information via email and called again to follow up. Now on February 6th I still havent received my refund of almost $2K.

  Customer Answer

  Date: 02/28/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by Kenya Airways regarding complaint ID ********.
  
  Sincerely,
  
  ******** *******
  

• Initial Complaint

  Date:12/04/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Reimbursement for lost luggage. I took a flight from *** to *** on May 4, 2024 and brought a yellow suitcase to the check in counter. My arm was broken and in a sling. The attendant helped me bring the luggage onto the scale and placed it on the conveyor belt. When I arrived at *** the luggage was not there. It appears the attendant at *** never tagged the baggage and I spent countless hours trying to search for the bag at ***, *******, and HRE. I met with multiple agents and no one could locate the baggage. It had numerous items which are listen on the document attached. I never got anyone from Customer Relations to take responsibility for the lost luggage. I spent my entire time in ****** without a change of clothes and also lost important items. I am requesting reimbursement.

• Initial Complaint

  Date:12/02/2024

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 1, 2024 when I checked in for my flight from *********** to *********** I paid $70 per person for my wife and myself to upgrade my seats to more leg room and a window and aisle seat. I was assigned a window and aisle seat in row 13.On November 2, 2024 when I arrived at the airport I decided to upgrade both seats to business class. This was at a cost of $1200 per person. When we were in line to board the plane, we were told our business class seats were broken and we would not be flying in business class. (Which was a lie, because people were sitting in our assigned seats.) Additionally, the flight attendant informed us we would be given upgraded seats as a result of this error.The attendant assigned me an aisle seat and middle seat in Row 15 which was inferior to my seat that I upgraded to November 1 When I landed, I went to the Kenya air office and explained the situation to a representative who assured me the refund for the $2400 and $140 would be ********* date, I have not received a refund on for my credit charges. Booking Number ****** - Flight ** *** November 2, 2024 *** to ***

  Business Response

  Date: 12/05/2024

  Dear BBBs Team,
  
  Thank you for your email.
  We are in receipt of your concern about our mutual customer flight enquiry.
  
  Kindly furnish us with their booking reference/ticket number, boarding pass and any other relevant documents to facilitate internal inquiries in establishing what may have occurred.
  
  We shall revert upon the conclusion of our investigation.
  
  Sincerely,
  ****

  Customer Answer

  Date: 12/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Image 5442 shows my boarding pass seat assignments.  That is where I sat on the plane.

  Image 6260 shows my $1200 payment per person for business class seats which I was told were broken when I tried to board the plane 

  My Booking Number was *******  It was Flight ** *** November 2 from *** to ********

  Additionally, on November 1st when I checked in online, I upgraded my seats at a cost of $70 per person for a window and aisle seat with extra leg room.  On November 2, I upgraded to business class at the airport.  When I boarded the plane, I was taken out of line and told my business class seats were broken.  That is when they reassigned me to the seats per the attachment.  My reassigned seats were an aisle and middle seat, which was inferior to my upgraded seats that I paid for on November 1st.  Accordingly, I am due a refund to my credit card for $2400 and $140 for my upgraded seats which never materialized.

  My $1200 seat charges have the following codes  Kenya Air *************, Kenya Air *************

  My $70 seat charges have the following codes Kenya Air *************, Kenya Air *************

  I have not received any refund for my credit card charges.  

  Additionally, Per United States Federal Legislation, Refunds are supposed to be issued within 7 days.
  
  The *****-****** Administration today announced that the ******************************** (***) has issued a final rule that requires airlines to promptly provide passengers with automatic cash refunds when owed.The new rule makes it easy for passengers to obtain refunds when airlines cancel or significantly change their flights, significantly delay their checked bags, or fail to provide the extra services they purchased.
  Passengers deserve to get their money back when an airline owes them - without headaches or haggling, said U.S. Transportation Secretary **** *********. Our new rule sets a new standard to require airlines to promptly provide cash refunds to their passengers.  
  The final rule creates certainty for consumers by defining the specific circumstances in which airlines must provide refunds. Prior to this rule, airlines were permitted to set their own standards for what kind of flight changes warranted a refund. As a result, refund policies differed from airline to airline, which made it difficult for passengers to know or assert their refund rights. *** also received complaints of some airlines revising and applying less consumer-friendly refund policies during spikes in flight cancellations and changes. 
  Under the rule, passengers are entitled to a refund for:
  Canceled or significantly changed flights: Passengers will be entitled to a refund if their flight is canceled or significantly changed, and they do not accept alternative transportation or travel credits offered. For the first time, the rule defines significant change. Significant changes to a flight include departure or arrival times that are more than 3 hours domestically and 6 hours internationally; departures or arrivals from a different airport; increases in the number of connections; instances where passengers are downgraded to a lower class of service; or connections at different airports or flights on different planes that are less accessible or accommodating to a person with a disability.
   
  Significantly delayed baggage return: Passengers who file a mishandled baggage report will be entitled to a refund of their checked bag fee if it is not delivered within *************************************************************** ***** hours of their international flight arriving at the gate, depending on the length of the flight.
   
  Extra services not provided: Passengers will be entitled to a refund for the fee they paid for an extra service such as Wi-Fi, seat selection, or inflight entertainment if an airline fails to provide this service.
  DOTs final rule also makes it simple and straightforward for passengers to receive the money they are owed. Without this rule, consumers have to navigate a patchwork of cumbersome processes to request and receive a refund searching through airline websites to figure out how make the request,filling out extra digital paperwork, or at times waiting for hours on the phone. In addition, passengers would receive a travel credit or voucher by default from some airlines instead of getting their money back, so they could not use their refund to rebook on another airline when their flight was changed or cancelled without navigating a cumbersome request process.  
  The final rule improves the passenger experience by requiring refunds to be:
  Automatic: Airlines must automatically issue refunds without passengers having to explicitly request them or jump through hoops. 
   
  Prompt: Airlines and ticket agents must issue refunds within seven business days of refunds becoming due for credit card purchases and 20 calendar days for other payment methods.
   
  Cash or original form of payment: Airlines and ticket agents must provide refunds in cash or whatever original payment method the individual used to make the purchase, such as credit card or airline miles. Airlines may not substitute vouchers, travel credits, or other forms of compensation unless the passenger affirmatively chooses to accept alternative compensation.  
   
  Full amount: Airlines and ticket agents must provide full refunds of the ticket purchase price, minus the value of any portion of transportation already used. The refunds must include all government-imposed taxes and fees and airline-imposed fees, regardless of whether the taxes or fees are refundable to airlines.
  The final rule also requires airlines to provide prompt notifications to consumers affected by a cancelled or significantly changed flight of their right to a refund of the ticket and extra service fees, as well as any related policies.
  In addition, in instances where consumers are restricted by a government or advised by a medical professional not to travel to, from, or within the ************* due to a serious communicable disease, the final rule requires that airlines must provide travel credits or vouchers. Consumers may be required to provide documentary evidence to support their request. Travel vouchers or credits provided by airlines must be transferrable and valid for at least five years from the date of issuance.
  The Department received a significant number of complaints against airlines and ticket agents for refusing to provide a refund or for delaying processing of refunds during and after the COVID-19 pandemic. At the height of the pandemic in 2020, refund complaints peaked at 87 percent of all air travel service complaints received by ***. Refund problems continue to make up a substantial share of the complaints that DOT receives.
  
  
  

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ****** ******
  
  
  
  
   
  

• Initial Complaint

  Date:04/25/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received an email saying that my itinerary was changed against my will. Kenya airways refused to refund me or reschedule my flight.

  Customer Answer

  Date: 05/20/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Kenya Airways regarding complaint ID ********.
  
  Sincerely,
  
  ***********************
  

• Initial Complaint

  Date:02/06/2024

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Kenyan airline refused my dad to board and the plane and asked for letter from the doctor when I provided the later they told us we need to pay penalties.

• Initial Complaint

  Date:12/21/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  my flight was cancelled between *************** on the 9th we had to find that out as there was no communication... and there was no other flight for the next 20hrs so they expected me to wait at the airport which i refused.. after a long battle they finally said they will give me 1 nights accommodation... and that next morning a taxi will pick me up... the next morning came and there was no taxi .... then i got a notification my flight schedule was changed again so I had to pay 25USD for my own as non was arranged yet they "said" there will be a taxi... moving on i got the the airport and asked where my luggage is.. i was told its on the plane... so i got the plane i took my flight to ***** and from ***** to ******... when i arrived in ****** there was no luggage ....I had to work the following day, my clothes, my work equipment all of that was missing... i could not work - no work no pay... i missed out on 4 days money...i contacted Kenya airways with no surprise they dont reply ... when i spam them with emails they finally came back and told me they are tracing it but they cant find it never heard from them again..I called Emirates Airways and they were more helpful full they, told that my luggage never arrived in ***** as it was not loaded on the ******* flight and it would only be loaded on the next flight coming to *****..for 4 days i could not wear clean clothes, i could not work which caused loss of income and Kenya airways could never locate my luggage but emirates airways did effort to have it delivered to me .Kenya Airways have a 7 days customer complain policy Which they don't adhere to, I logged a complaint ticket on the 10Decemer 2023 and still no feed back, I want fair compensation for the losses that I had to endure to their incompetence

  Customer Answer

  Date: 01/15/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Kenya Airways regarding complaint ID ********.
  
  Sincerely,
  
  ****************
  

• Initial Complaint

  Date:11/17/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I travelled to ************ ************ from ******** *** using Kenya airways between 3/5/23 and 3/6/23 one of my my lagguage was lost hand kenya airways has been going back and forth on my claims. I submitted all reiceipts for items which were lost in the baggage and they are not willing to compensate me for my lost bag.

• Initial Complaint

  Date:11/16/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased tickets for a flight from *** to ******* *** **** Kenyatta Intl airport on June 19, 2023 at 12:45pm (flight KQ3). The flight from *** to ******* was canceled by Kenyan Airways. Kenyan airways did not have any additional flights that day, and did not offer to rebook our flight. I had to get to Kenya for a wedding, so I needed to leave on 6/19/23. When I learned that my flight was canceled I moved swiftly to make sure I could find another flight so I did not miss my cousin's wedding in ******. I asked about alternative Kenya Airline flights that day, and I was informed there were no more flights through Kenya Airlines for that day. Determined to make my cousin's wedding, I asked one of your employees who works at the JFK Kenya airlines desk if I could book a flight through another airline and get reimbursed later. She informed me that Kenya Airlines will reimburse me. I booked a flight the same day through Qatar Airlines (Flight QR 702) for $4,228. 40 and made it in time to attend the wedding. When arriving back at home after my trip, I called Kenya Airlines to request a reimbursement. I talked to multiple people and I even communicated with the Kenya airlines manager at JFK. They informed me that Kenya Airlines made a mistake and gave me the incorrect information, Kenya Airlines does not reimburse customers. I have called and emailed Kenya Airlines multiple times asking for a reimbursement because of an employees promise that I would get reimbursed. I am reaching out to complain and hoping that you can help me get a reimbursement from Kenya Airlines for my flight i took on ***** Airways.

  Business Response

  Date: 12/08/2023

  Dear Sir/*****
  Thank you for the communication reference: ********.
  We confirm passenger ****/******* held a ticket with Kenya Airways with the intention of flying from Washington-********-*******,Ticket number **************
  We also confirm that *****/19TH,Jun 2023 *** -NBO was cancelled.
  In the event of a flight disruption, as documented in Kenya Airways conditions of carriage, the airline is obliged to rebook customers in to the next available flight, offer accommodation and transportation and meals.
  Passenger **** /******* was rebooked on ****** /20TH JUN/2023.
  In the event that the customer decides to get alternative means of transportation, we reimburse the unutilized part of the ticket taking in regards to terms and conditions
  The unutilized part of the ticket amounts to USD ****** and the refund has already been finalized.  
  The customer alleges to have been misadvised at the airport by someone who she believes works for Kenya Airways. This information is not verifiable.
  We apologize that we cannot honor the request to reimburse the ticket bought on another carrier because we have no policy justifying that.
  Regards

  Customer Answer

  Date: 12/11/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Kenya Airlines did not follow up with the manager at *** Kenya Airline to determine which employee provided me with incorrect information. Kenya Airline should follow up with the manager, ****, to determine who provided this incorrect information. After they have confirmed their employee provided me with inaccurate information, they can then have evidence to refund me for the purchased ticket on another airline. 

  [Your Answer Here]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***********************
  
  
  
  
   
  

• Initial Complaint

  Date:03/17/2023

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Incident Reference # ************* I purchased a ticket for my finance ******************* back in 2022 and Kenya airlines have refused to issue me a full refund after there was a error from the agent ASAP tickets it's almost a year and there is still no resolution. please below see one of the emails that was sent to me by one of the representee's from Keny Airways Dear *********** at Kenya Airways.This is the response I got back today with regards to who is responsible for issuing me a full refund.. However, Please let ASAP ticket know what roll they play in issuing me the FULL refund. I ask that you kindly explain to them where the responsibility lies.. free to CC, myself and *******************...

  Customer Answer

  Date: 04/10/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Kenya Airways regarding complaint ID ********.
  
  Sincerely,
  * *****************
  

• Initial Complaint

  Date:02/22/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ASAP tiket/Kenya airways Booking numbers: ****** ******* Checked in an hour before departure but got delayed TSA, fight attends couldn't assist with rescheduling and ASAP ticket agent over changed me for another ticket instead of placing in the next available flight free of charge!!!