Luggage handling. Arrived in Johannesburg without my luggage. Communication regarding lost luggage is basically non-existent.
A really excellent and comfortable experience. No wifi in my section of business class though - would have made it perfect.
Last minute gate change at Charles de Gaulle, required me to walk further to alternate gate for my flight to Punta Cana.
Not the best crew. Extremely annoying with mask wearing. Even when I was eating and drinking they would come up to you to tell you to wear your mask. Extremely annoying.
Pros: "Good selection of movies."
Cons: "Had to use a shoe horn to get into and out of my seat and I'm not a large guy. But really my harsh criticism comes from the loss of my girlfriends luggage. It was left behind in Paris on our way to Casablanca causing us to waste a day in Casablanca traveling back to the airport the grab the bag the next day. And to add injury to insult her bag was left behind in JFK during our transfer for our flight to Seattle. No big deal right, Delta will deliver the bag to our house the next day, wrong, we were told we have to go to the airport ourselves to get the bag."
Cons: "Flight was delayed"
Pros: "Polite and friendly service"
Cons: "Not necessary to buy a business class ticket, as all the new planes have standard economy seats in the front as well."
Pros: "Crew memebers"
Pros: "Not much, seats are super uncomfortable"
Cons: "Better code sharing with KLM"
Pros: "Fly was delayed.i was told my bag would go to end but it was not.instead of coming to the hotel 7pm i came 1am."
Cons: "Explain me to take the bag on time.it was almost left in the airport."
Cons: "CDG airport in Paris is a very inefficient and by far the slowest airport. I recommend other passengers to get to the airport at least 4 hours before their departure."
Cons: "More options for gluten free food. Always get the same dish"
Pros: "Good crew, as usual with Air France."
Cons: "Old plane with very lousy seats for a super expensive business class. Super slow check in and overall process till boarding because of lack of ground staff compared to passenger volumes"
Cons: "Everything very good"
Pros: "Food and drinks very good"
Cons: "In economy class the movies unable to listen to with ear buds. Bring my own next time."
Pros: "Crew was very nice and the food was excellent."
Pros: "Food and entertainment was awesome"
Cons: "It's awfull to sleep. Very unconfortable."
Cons: "Flight was delayed by at least an hour leaving Paris - a regular situation I experienced with AF."
Cons: "Arrived 5 hours late"
Cons: "Being in the middle of the 4 seats with guys on both sides. They tend to restrict the space by using the arm rests."
Pros: "Over all pretty good for price."
Pros: "Not much but the staff"
Cons: "No room, boarding was slow, zero bag or legroom"
Pros: "My seat"
Pros: "The cabin crew was super patient and accommodating of the passengers."
Cons: "Cramped quarters"
Pros: "Everything except the seat. Service ("would you care for a drink/beverage?") could be better."
Cons: "I paid for a"premium" seat on one of the emergency exit rows for the extra legroom. This was next to a galley. The seat itself was no more than 18" wide (NO EXAGGERATION!!) if not less. I had to sit on an angle (one butt cheek at a time) for 9 yours. I do not have a big butt either. This seat should have been a discounted seat, not a premium seat. I am so angry about this, I will NEVER fly Air France again."
Pros: "Good seat width Great movie selection Great food and drinks Nice and large A380"
Cons: "The interface of the screens seemed old Need to anticipate the needs of the customer better For example, they brought me my special meal first, but I had to wait 30 minutes later to get a drink to accompany it. The food was getting old. Did not see any newspaper/periodical selection. That would have been nice."
Cons: "We were 2h late"
Cons: "We paid for Business Class from JFK to TLV. The flight to Tel Aviv was in a small plane with 3 across seats that hardly reclined. We are most unhappy and will complain to American Express Platinum Card."
Pros: "Easy, fast, comfortable, no hassles"
Pros: "Nothing... and we were late which made me miss my connecting flight and I wasn’t reimbursed because it was with a different airline"
Cons: "See above and the food was disgusting"
Pros: "Comfort, food and service are better than average."
Cons: "When stewardess opened overhead locker, something fell on my head."
Cons: "People may think,that the delay of the flight has set my mood for this review but I can ensure it has most definitely not. With all the bad weather, I was already very happy to connect right on time in Paris. However, a long haul A380 flight with such a tight seat configurstion is almost embarrassing for an airline. The in flight entertainment is at a very poor level, not only with the screen being very small and outdated, many of the movies are only available in French and the international selection very limited. The food was not much of a delight, whereas the presentation was nice. However, in all the 7 h between the services, nobody came around with refreshments in a completely booked flight, neither was announced that a trolly would be set for self service in the galley. Lucky the ones who got up and found out about. In terms of amenities, again, the airline is lacking of originality and saves cost. Bottom line: you get from A to B, but there are so many better competitors in the market, which I shall definitely consider on my next travel."
Pros: "The crew is great, with their typical slightly humourous and casual French attitude. Great collection of international quality movies."
Cons: "Average and disappointing sitting space. The vegan lacto-ovo meal is disappointing."
Pros: "Friendly onboard staff"
Cons: "Treated like cattle while boarding unless your preferred member. Average food quality."
Pros: "Priority boarding"
Cons: "Premium economy seats do not recline, only slouch. One of our 2 seats wouldn't slouch more than half way. The entertainment options are extremely sparse and the screens are 4:3 ratio, tiny, and of such poor quality that they look like laptop monitors from 1999."
Pros: "Always like Air France. They are in tune with keeping the traveler updated."
Cons: "Walked all over the terminal looking for signage for Croatia Airlines. Information services sent me to the right location, but it was marked Air France. I asked serval Air France employees for Croatia Air. None new that Air France was the CA carrier. Finally found one who bothered to look it up on her computer and low and behold, AF was the carrier!"
Pros: "Arrived on time"
Cons: "Cattle car accommodations"
Pros: "Personal treatment I have received as I was with a 7 months baby. An agent helps me to carry my hand luggages up to the plane entrance and to pass in priority"
Cons: "2 hours delayed..."
Pros: "All crew I interacted with was great, friendly, and helpful."
Cons: "Flight was late. Boarding very slow. Entertainment was ok by today's standards. Each seat had a display, but movie selection was not great. For a French airline I was looking forward to breakfast -- maybe some nice pastries or at least a decent croissant with jam. None such. It was disappointing. Meals were not impressive either, but the complimentary wine was good. I did not find the seats comfortable."
Pros: "All crew I interacted with was great, friendly, and helpful."
Cons: "Flight was late. Boarding very slow. Entertainment was ok by today's standards. Each seat had a display, but movie selection was not great. For a French airline I was looking forward to breakfast -- maybe some nice pastries or at least a decent croissant with jam. None such. It was disappointing. Meals were not impressive either, but the complimentary wine was good."
Pros: "Seat room was better on most economy flights. The food was good and the glass of champagne did not hurt at all. The aircraft flew very smoothly from takeoff to landing."
Pros: "Crew was wonderful Helpful, pleasant, capable"
Cons: "Waiting for late passengers & their luggage"
Cons: "We tried to check our bags through Charles DeGaulle onto our connecting Air Canada flight and the agent refused to even discuss it. Pretty bad service."
Pros: "I like service of AF"
Pros: "Same as above, the crew was very friendly and the food was great."
Cons: "Seating was cramped and uncomfortable for a tall person."
Pros: "Great service by attendants Spoiled us with food"
Cons: "Not easy to find reader boards at Paris airport. Also security almost made us not make connection"
Pros: "Air France seems to have improved since the last time I flew."
Cons: "At able to select seats prior to check in."
Pros: "We propelled through space and arrived safely at our destination. Big like! :)"
Cons: "The vegan meal was a plate of dough. All bread. Other flights have given fruit, vegetables, vegan yogurt, etc. But that's a small complaint. The extra leg room seats at the exit aisles I was offered don't recline. (This wasn't true on the next flight). At 5 feet tall, given the option, I would pass up on the extra leg room and take a reclining seat. This is something that should be made very clear before the flight!"
Cons: "My luggage was not placed in the plane therefore leaving me without luggage."
Pros: "Landed nearly 25 mins early, greatly helped in making the connection possible."
Cons: "Boarding via bus ride on the tarmac and climb the steps onto the aircraft."
Pros: "It was comfortable"
Cons: "They should start giving out snacks"
Cons: "Better seat More friendly crew"
Pros: "The warm towel given for the hands and face at the beiginning was a nice surprise treat. Great also that blankets and headphones were provided."
Cons: "More food variety as some items ran out as they got to the back of the plane"
Pros: "Nothing, the flight was delayed, the plane too small for passengers to store their carry-on luggage, the ground staff did not upload all the luggage and left some behind in Nairobi on the tarmac, the crew lied about the luggage being uploaded. Terrible experience! Kenya Airways is becoming worst and worst."
Cons: "Everything, the flight was delayed, the plane too small for passengers to store their carry-on luggage, the ground staff did not upload all the luggage and left some behind in Nairobi on the tarmac, the crew lied about the luggage being uploaded. Terrible experience! Kenya Airways is becoming worst and worst."
Pros: "I didn't fly throw the Kenyan airlines because they kept delaying my flight time and they want to spend 24 hours at the airport because of my wife is passports is not american passport, so I had to change the flight , the worst experience ever in my flight life"
Pros: "Toilets were clean right up until landing"
Cons: "When breakfast was served, there was only the option of poached eggs. We asked if there was an alternative and Philip said No. Shortly after starting our cold poached eggs Philip brought the people across the aisle to us a sausage alternative?! All the flight attendants looked unhappy until getting off the plane. Entertainment was very basic and not really up to date."
Pros: "The journey from Yaoundé was great. The crew was excellent. Part of food needs improvement. The journey from Nairobi was good and we arrived earlier than expected."
Cons: "The flight for on Nairobi, had no entertainment, nowhere to charge cellphones."
Pros: "Yes the crew was amazing"
Cons: "Provide food for kids first before even the special meals people"
Pros: "The gate crew was helpful"
Cons: "Earlier notification of 7 hour wait time due to delay."
Cons: "Should add more updated content in their inflight entertainment"
Pros: "The timely departure and arrival."
Cons: "The aircraft deployed is old no entertainment facility...you cannot charge your phone."
Pros: "I had an entire row to myself so this greatly improved my experience, but if this had not been the case I don't think I would have rated my flight as high."
Pros: "Both segmrnts left on time. The on- flight crew were pleasant. The 787 on first flight comfortable in biz class for a nap. Food service well carried out by crew."
Cons: "The 737 on second flight ....the long overnight one... Was very uncomfortable in biz class. On arrival in Nairobi...the hub city...there was no staff. A.c. no working or escalator in airport. Biz line for security not open. Food below average. No breakfast as we one meal."
Pros: "Enjoyed this flight; smooth and no problems."
Cons: "The flight was small, so they didn't have a large entertainment selection."
Pros: "Great staff"
Cons: "Didn’t get a blanket at night"
Pros: "Clean plane, on-time departure"
Cons: "On this flight the meal trays stayed on the tables for over an hour (after the meal was served), should have been collected faster"
Pros: "Great job by entire crew"
Cons: "outdated uncomfortable seats, no cell phone charging available which is needed for international travel. This must be fixed asap."
Pros: "The best flight attendants who met my needs with prompt, positive, politeness. Again, my highest regards for Kenya Airways!"
Pros: "The flight services were good but with two major horrible issues:"
Cons: "1. It took almost one week after my arrival to trace my checked-in baggage. Horrible indeed. Moreover, the baggage contained my medications and other valuables which I needed on ongoing basis! Very disappointing! 2. Despite being charged for the full fare as indicated online, Kenya Airways charged my debit card an additional fee of $31.19. I thought the amount that I had paid to KAYAK was final? I will NEVER dare use such a travel agent engine again in future!"
Pros: "The crew is always great and friendly."
Cons: "The food was really bad. It was some kind of beef but it was uneatable."
Pros: "The food from Uganda flight was lacking quality"
Cons: "Unnecessary delays"
Cons: "Cabin crew didn't pass out headphones, chicken was tough, cabin crew were not pleasant after having to clean up someone's vomit in the toilet"
Cons: "Flight is always delayed"
Pros: "Boarding was early"
Cons: "Plane full and didnt have enough room for a number of hand luggage, mine invcluded"
Pros: "Timeous and polite crew"
Cons: "The food was mediocre and no choice for entertainment, common movie or 2 low quality music channels"
Cons: "Bad attitude by the crew"
Cons: "Staff on the airplane a bit miserable. Uncomfortable seats and no choice of food. Going downhill"
Cons: "Kenya Airways ground staff in Nairobi was late to open the desk, creating a large line"
Pros: "Convenient morning flight"
Cons: "Not enough leg room for tall passengers"
Pros: "Pilot updating passengers on the geographical features along the route and keeping them informed at all times together with client oriented crew."
Cons: "My bag was opened and some items were taken out my watch , cologne for men and some Ghanaian currency for my taxi back home"
Cons: "Equipment, old plane with hard seats, no entertainment."
Cons: "The food was so-so. The flight was delayed. The crew was friendly, but nothing outstanding."
Cons: "They lost one piece of baggage. The check-in crew said we were required to have our vaccination cards although nobody asked for them. Then we waited an hour pulling off one piece of baggage and then they didn't load it on our flight."
Pros: "My travel itinerary was one with long layover times. Thank you Kenya, Airways for allowing the day use of your lounge areas for a fee. Got some sleep, a wonderful Turkey Lunch on Christmas Day, before my connecting flight to Guangzhou. Smooth Short field landing and take off in the 787-8. No rattling sounds during landing and take off so the Plane must have also been new. Kudos!!"
Cons: "Suffered with the unattended toilets. Food for thought, could the toliets on flights be designated according to gender? toilet seat was always covered in sprayed urine( which I wiped clean every time before sitting and using the toilets, made several trips during the 9 hour flight. Hand Soap run out at some point."
Cons: "Food was terrible throughout Seat was tight"
Pros: "It was a great flight except for food"
Cons: "Choice of dish - fish ( was like rubber) or beef"
Pros: "I liked the food and actual service on the flight"
Cons: "Notorious for flight delays! How can you cancel an entire flight the day before?! Horrible! The delays are very annoying! Kenya Airways you're fired! Kayak, you guys should remove their crappy service from your options!! I only found out about the delay from their online service. The actual people suck! And do not even try to get through on their customer service line!"
Cons: "It delayed one hour both tip. I lost my time to promise with my guest. Keep the filght time."
Pros: "Plane was a new Dreamliner and nice to fly in with excellent entertainment package."
Cons: "I had 3 hours in Johannesburg before catching a shuttle bus, so being an hour late wasn't a big problem. After rushing from Entebbe flight which was an hour late leaving and arriving, I got to the gate to be informed that this NBO to JNB flight was an hour late in departing. Pilot said it was due to "technical difficulties". My ticket had 4 legs : Nov 28 due to leave JNB at 1:20 finally left at 8:30 due to NBO runway closed from plane belly landing - the pilot was very apologetic - LATE. Dec 5 NBO to Entebbe was an hour late due to "passenger problem and luggage taken off" - LATE. Dec 10 Entebbe to NBO left an hour late due to "plane arriving late" - LATE. Dec 10 NBO to Johannesburg was an hour late due to "technical difficulties" - LATE. All 4 flights were at least an hour late leaving and arriving yet the pilots all said thanks for flying Kenya Airways - the Pride of Africa. This is what Africa should be proud of ?!? and Kenya Airways is proud of ?!? Passengers I talked to all were negative in their comments about Kenya Airways. All said there is ALWAYS something of a problem on a Kenya Airways flight. Lady on NBO to EBB flight next to me as we boarded plane and I said everything has gone smoothly so far, replied - the flight isn't over yet - and then we sat in the plane for an hour while they "removed passengers luggage". A man in NBO departure area as we waited to board JNB late flight said, the procedures and organisation are terrible with problems most of the time, which was why he was using up his reward miles because he didn't want to fly Kenya Airways again. This is the culture of this airline which is allowed to continue with seemingly no regard for the paying customers. If the powers that be such as the FAA, imposed a $100 credit to each passenger for late leaving or arriving, I would have received $400 back on a ticket that cost $750. Maybe the airlines would do something practical to remedy their problems and care for the paying customers rather than just saying "we are sorry for any inconvenience "."
Pros: "That we eventually left"
Cons: "Our flight was delayed because the airport shut down. When the airport opened again. They gave us a departure time 4 hours after our original departure time (1:20 am). 1:20 came and went without any more communication or information. 1:40 am arrived and someone from KQ showed up at our gate and said they do not have any additional information. We said there are children here and hungry, tired, frustrated people. We suggested they distribute waters or snacks, but that never happened. They just kept telling us they didnt know when the flight would take off (or if it would) nor when they would have any additional information. An hour later they made one announcement over the speaker at our gate that our flight was boarding at another gate. However, many people had fallen asleep on the floor as I had and I would have missed it if one of my fellow passengers hadnt woken me up to say that we were boarding. We then sat on the tarmac a while longer for reasons that were not explained and finally landed 7 hours later than scheduled. Very little effort was put into communicating to us, making our wait comfortable nor apologizing for the inconvenience. It was a very frustrating experience."
Pros: "on board crew members were pleasant and efficient."
Cons: "rude and dismissive ground crew. delayed flight. and when we got to Nairobi we discovered that several items had been stolennout of our checked luggage."
Pros: "very efficient processes and very friendly/capable flight crew."
Cons: "the food was not great (i don't have high expectations for airplane food)"
Pros: "The food was great. Ate rice and chicken and had bread. Even with a short flight, they offered a meal, drinks and coffee. Also enjoyed the comfort, because the flight was not full. I had an extra seat of room which was very nice. The crew was also very helpful and nice."
Cons: "Before my flight, the workers at the gate would not let me enter earlier than 1 hour prior to departure. Also there was no entertainment offered on this flight although there were systems in place."
Cons: "No respect for business class customers for boarding; a separate line is not enforced. Very slow boarding generally."