For the price of the ticket it's probably the best service in the world
Lots of water brought around by staff which is very important to stay hydrated on a long flight. There provided swiss chocolate icecream! The attention to detail is obvious. They really want to make their passengers entertained and comfortable.
I have no complaints. The crew was attentive, pleasant and heloful
Stuff was very helpful at checkin. Flight attendants were nice. Food wasn’t very good, I expected a little more. Economy Seats are ok. Second flight was very full and they forced us to checkin our carry on.
Great food - movie selection was good. Plane was a few minutes late but got to destination on time.
Easy boarding Seats were very uncomfortable no room arm rests didn't even go up all the way
seats are too tight and uncomfortable everything else went well.
The plane was so hot upon boarding. Their boarding process was so unnecessarily long. Service was subpar.
They went out of their way. It was very clean and friendly.
I was pleasantly surprised with the whole experience. Thank you
Food wasn’t good but not their fault as I should have pre selected
two of our bags didn't arrive - this is nonsense given we weren't connecting from anywhere and the flight wasn't full so there shouldn't have been a weight problem. Also, business class and star alliance gold, my bags should have been prioritized.
The flight attendants were great! The seating for business class is better on other airlines. The food was also good!
Their weakness is in boarding. Business class rarely boards first and there are no announcements explaining delays, so customers are always left waiting and wondering why boarding has paused.
My experience was amazing. Very friendly hosts and impeccable service.
Everything was great except the meat served was tough and overcooked!
First was canceled no compensation second day was delayed Worst airline I have ever seen
Friendly cabin crew and the flight was on time. Would recommend toanyone
Very cheesy food in both options - had to pass. Boarding with open doors (winter)
Our charging and WiFi were not working in our business class seats, even after they "refreshed" it.
Excellent once on board. Security staff at Johannesburg rude and aggressive.
I bought a ticket and paid for for our luggage but I had to pay for my luggage again. I’m so disappointed! We had a 30 min delay and because of that we missed our connecting flight and were told that we would be on the next flight (9am flight ) but we were landed we were booked at 12pm flight. I had a little baby w me, it was very stressful. I begged to leave at 10 am at least. I was emailed that we get a voucher but they didn’t work when we were at a breakfast store. I’ve been always happy w Lufthansa but this time was awful.
Our flight was cancelled at 21:50 the night before, fully disrupting our return itinerary. I was lucky to still be awake to hear the notification. Rebooking through Lufthansa was difficult with multiple dropped customer service calls. The final result was satisfactory.
My first two flights were late. I missed my last flight. The next flight was not until the next day Seating on large plane was uncomfortable. In the center row, there are posts that do not allow you to spread your legs. The entertainment center did not respond well. . Food was okay. Though there was much confusion about where the special meals that. People ordered(not me) went
Always delayed, always. luckily our next flight was delayed or we would have missed it. Cabin crew were great and informative, ready to help.
Efficient boarding process. Staff are nice. Food should be better.
Absolutely horrific. Not only did the plane not board until AFTER it was supposed to have arrived in Luxembourg, but at the VERY last minute they announced that they would have to bump 10 people from the flight. Of course our family of 4 (trying to make it to Luxembourg to see my children’s 86 yo grandmother for Christmas) was bumped. There were 4 staff members, only one of which was even remotely trying to answer questions or get people on another flight. The reason they bumped us was bc a crew member was sick so instead of 110 passengers they could only take 100. This seemed ridiculous for a 30 minute flight where nothing is served anyway(!!?) They told us they could only book us on a Lufthansa flight at 1pm, but that there were no seats guaranteed. They also told us we would get a €250/person voucher for our troubles. They then gave us a link to a website to get those vouchers. When we got to the gate, the Lufthansa crew said that the flight was already overbooked and it was very unlikely that we would get on board. When asked if we could get our luggage and rent a car instead, they said it would take at least 2-3 hours to get our luggage. When we finally were allowed on the flight at the very last minute, we arrived in Luxembourg and none of our luggage (5 bags) with all of our Christmas presents and clothes/toiletries for the week made it to Luxembourg. Oh, and the link to get the vouchers doesn’t work….I think Air Dolomiti has a lot to answer for. I will be sure to avoid them at all cost in the future. I would recommend that companies like Kayak should use more professional air lines.
Mentioned previously. By a chain of events Lufthansa started, I and my family we treated as fodder; not customers.
Our entertainment/movie and audio did not work during our flight. Two of our bags did not make it to our final home destination. No personal assistant. Everything is via email/web with no assistance.
The headrest was adjustable. There was meals and drinks at appropriate times and they tasted great. Blanket and pillow were provided.
Overall good experience but for long distances there really needs to be more room.
They boarded backwards so our zone meant nothing!!! My TV was broken, the remote was broke, the head set jack was broke! So i was stuck for 15 hours with no form of entertainment!!! The service was ok but they didn't check on us or serve many snacks. They acted like you were a burden when you hit the call button.
Flying portion was fine. Below average comfort. We had 2 canceled flights and got stuck in 2 cities which took us 3 days to get home. Kenya hasn’t done anything or even reached out to us after complaining.
We were delayed about 5 hours each way from JFK to Nairobi. On the way out, we sat on the tarmac for 5 hours making for almost 20 hours on the plane. And the seats are so uncomfortable. My bottom has never been so sore on a long flight before. Bring a pad if you can. On the return, we were delayed 5 hours in the airport. It was reported as a 3 hour delay on the board and website but at the gate it was 5 hours. So, we waited with 3 kids in the airport when we could have been at the hotel resting instead. The flight was completely full probably due to the cancelled flight the night before. I wonder if the airline is in such shambles because of their possible impending bankruptcy. The staff were pleasant and the vegan meals we requested were impressive for an airplane tv dinner style tray.
Service was good, but I lost my baggage. There should be more accountability to passengers, and more concern to help find lost baggage.
Was too pissed about my luggage not being with me even though they assured me at the gate it was to recall any other problems. Planes on the inside are in terrible shape. Thank goodness the engines seem to run okay.
Staff and service on board is always exemplary. Food however could be better.
Good flight. Paid for seats sat the frront section of the economy. Better than rear cabin.
They should improve their time management and how to reschedule flights in order to avoid long stopovers
The crew was very friendly. The check-in to boarding process was onerous and unclear. I understand that part of the process is not the airline's responsibility but they can lobby to streamline the process
They lost my luggage on my way to Namibia (I was unable to review that flight as I was in the bush/off line) It took 3 days to get my bag and I had to pay $375.00 to have it transported to my location as it was over 100 Kilometers from that Airport and the local Airlink carrier would not got that far.
Great flight, last one out the air-conditioning was far to hot and the return it was to cold and then issued blankets. On the outward bowned the headset connector didn't work properly. You had intermittent sound from the audio socket.
Terrible service especially for premium economy. Much more comfortable seats on other providers
Our original booking with Kayak -our first experience -was exactly what we wanted and worked well. Updates were friendly and reassuring as were the contacts with UnderPricer so a big win-win. We learned a lot on your reliability and will definitely put you on our organisational list for the future.
If they wouldn't have canceled the flight WITHOUT informing me until I looked at my ticket and saw I had 2 extra layovers in 2 different cities than the ones I paid for? That would have been nice.
Poor BA get a lot of stick and have some problems getting your bags to the same destination BUT the whole experience is very much 5 star and probably due to excellent, helpful and sooo British staff. We travelled in economy plus.
The 7 hour delay in Johannesburg was extremely tiresome, with poor communication at check-in and a sad R120 voucher as compensation. All in all sitting for 10 hours on an airport was pretty bad. At arrival the baggage arrival took 2 hours. All in all, a very, very long trip.
British Air ways was good - American Airlines not: waited at gate for “mechanical issues” and stood at gate.. plane delayed, … staff at desk rude, had to check my personal carry on item, toilet not working… “please use the working one sparingly- it will overflow in the cabin”
Annoying customer pushing my seat did not make this pleasant.
the headphone jack was damaged making it impossible to keep a clear sound. while it is beyond the airline's control how many children are on each flight, it becomes very difficult to enjoy the flight when there are 5 or 6 children all crying and screaming at the same time. I know there is no good solution at the industry level, but I think there are good reasons to try to develop some solutions rather than just say it is the luck of the draw. maybe you could show a seating map where children who are booked are a different color, that would allow us to know what to expect and possibly rebook to a different seat or take a different flight. maybe some of the covid-related ideas about redesigning the cabin for more privacy and hygiene could be further developed and tested. on my leg from London to Washington DC, the passenger next to us was coughing consistently for long periods of time. it was obvious she had been ill and knew it before boarding. this leads me to think we should consider additional screening measures because some of the public is no longer acting responsible or ethical in regards to covid and health protocols. just answering questions on a check-in survey does not seem sufficient to convince people to not fly when they are ill and symptomatic.
