Kenya Airways – Harrowing experience

On 23rd May, 2010 I and Tarique 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 receptionist told us that our flight KQ 202 to mumbai has been delayed by an hour. We relaxed, thinking there is still time for boarding. She said that the boarding announcement for business class passengers would be made around 6 PM and we can relax till then. After an 8 hour drive from Ngorongoro to Nairobi on terrible roads, we were really looking forward to a relaxed flight back home.

At 5.45 PM the receptionist called me and Tarique and told us that we have been downgraded to economy class as two pilots have been allotted our seats. When we protested we were told to meet the duty manager at the boarding gate. The duty manager told us a different story. She said that yes, the pilots are there but we are not being downgraded because of the pilots but because the seats allotted to us were not serviceable and they did not know about it. I raised my voice and asked for a senior person from Kenya airways. While I was talking to the duty manger, Tarique heard the other person on the desk giving  order to offload our baggage. All this, while Aasim who held a valid business class ticket was already boarded and was waiting for us.

He frantically told the person not to offload the baggage and that our son is already in the craft. The duty manager coolly looks at us and says you only have one choice if you want to travel today – go economy class, there wont be any refund, and got us to sign some paper which according to her will allow us a free business class upgrade on our next KQ flight.  All this was happening while the craft was already preparing to take off without us. Given a situation with no choice, we ensured that out baggage is loaded back and boarded the plane On our way we found out that all the seats of the business class were fully functional and occupied. The duty manager had lied to us about them being not serviceable. Feeling cheated we proceeded to our seats.

An hour after take off, dinner was being served. When the hostess reached us, I asked for a chicken meal, only to be told that it is finished and if I need to eat I will have to make do with rice. The hot meal had nothing else but rice served along side a croissant and some salad. Needless to say it was totally inedible, but eat I did as my sugar levels were going low and I needed to eat something before I got completely hypoglycemic.  Asking for water after I finished eating was another nasty experience. The hostess told me that she was occupied with serving coffee and water will come when it will. I saw her 2 minutes later standing on the aisle talking to another hostess. She stayed there laughing and talking for 10 minutes before I got off my seat went to her and asked for water again to which she pointed towards the serving area and said very rudely “go take it from there”. Kenya Airways treats it’s passengers very shabbily. Makes our own Indian Airlines/Air India look much better in front of them.

Unfortunately for traveling non stop to Nairobi from Mumbai there is no option but this horrid airline. I am already dreading my next flight with them.