I phoned Kenya Airways call centre (0822345786) yesterday (6 Jan 09) to cancel a ticket from OR Tambo to Kigali (Rwanda) via Nairobi. The process was pretty easy and I queried the cost involved and was told it was R280.00 (I did double check with Edith and was assured it was only R280.00) but was told to call today (7 Jan 09) as the responsible person was away. On calling today we are told it is 15% of the ticket price - we phoned back to check this and was subsequently told another fee closer to 30%, but had to call on the 19th Jan 09 as the person responsible was now on leave until then!

Kenya Airways need to get their act together as they are currently misleading the public with regards to their fees. I have had a similar problem when booking tickets and service charges that they fail to disclose. They don't really give a damn about service.

worst airline of my life! first off my flight of Dar es Salaam was FIVE HOURS late because they sent the airplane somewhere else first! Then I missed my connecting BA flight to London. So the next night they put me on the flight but they OVERBOOKED the flight and kicked about 10 people off the plane, literally taking them out of their seats and off the plane. They also turned off the tv's just for the heck of it. So no one could watch anything for the 7.5 hour flight. Then they lost my luggage and got it socking wet. I recommend NEVER flying with Kenya Airways or Precision Airlines always fly British Airways out of Kenya, even if its more expensive, trust me you'll be great full you did.

I'm a frequent Kenya Airways flyer and I've never been dissapointed with their excellent service!

Great airline. Flew from London to Nairobi and was very impressed with the new, clean aircraft and inflight entertainment. Nice crew. Would definitely recommend.