Kenya Airways

1. Did not let me board saying I do need full 1 blank page in passport for visa, US citizen does not required SA visa they just stamp on arrival. Despite of my explanation KQ did not let me board.
2. I paid for upgrade for same flight. when KQ agent denied me to board for flight I went to KQ office and explained. Office lady cancelled my ticket and told me to go Kampala KQ office for reissue of ticket. KQ office kampala charged me for reissue of paid ticket and wanted me to pay $20.00 to use my creditcard. I refused and paid cash. Then she made me run around for whole day and told me upgrade will be taken care by Nairobi office and she emailed them. She took my number and told me she will call me.
she never called me and next day I went to KQ office again and she simply told me nairobi airport staff will take care not to worry. Upon arrival at Nairobi airport agent did not even talk to me nicely. She treated me like trash. refused to upgrade my flight and told me she is sorry some one gave me wrong information. I asked for supervisor and she refused to call floor supervisor and told me to email. She was adamant and arrogant. Being a sky team elite member I expect better service then this. Agent name who I spoke with at airport nairobi is agatha.

I happen to book my ticket with Kenya Airways on 3//2019 to travel from JFK to NAIROBI on 4//2019. Prior to my travel date I hurt my back and I informed KQ that I cannot travel due to the injury. I sent them my doctors notes showing my therapy dates 3/*/2019 and a surgery due 4//2019 with a follow up on 4//19 and another follow up with my surgeon on 5/*/2019. I asked Kenya Airways to hold onto my ticket to be used at a later date. They then sent me an email saying the ticket has been cancelled. I then asked them to send me an email with the ticket info for showing the ticket number and for how long I have to use it, just like Delta did. Kenya Airways then replied back and told me that they will decided after I go for my surgery and send them my doctors notes. I do feel violated especially after giving them a document from my doctor showing all that I have to go thru. Then for them to ask me to send them my Drs Notes after surgery??? Then they will decided. Know one does that. I had to cancel my flight from phoenix to newyork that I had booked with Delta. They did not have any problem just asked me for my doctors number and address. They then sent me my ticket and told me I have a year to use it. With Kenya Airways they want to humiliate you and keep you hanging and when you call they put you on hold for hours and they just started doing business here in America. They are not even a year yet. But for you to send someone your condition and they can see it very well and still they are not satisfied they ask you to send them your doctors notes after you have surgery? That is humiliating. At this point I just want them to give me my money back. I will travel late may but I need to work with a company that are human.

We recently traveled to Kenya for vacation. We were booked on a flight from Mombasa to Nairobi and Nairobi to Kigali, Rwanda via Kenya Air. While we booked via Kenya Air, when we arrived for check-in at Mombasa, the outside airport employee directed us to Jambo Jet gate for check in. We walked all the way to the far end of the airport where Jambo Jet operated from. The Jambo Jet employee said no, you will have to speak with Kenya Air, without providing any other information. Kenya Air customer service staff then finally informed us that Jambo Jet had cancelled our flight. No email or any notification was sent to us of any issue with the flight status for that day. Because they do not allow checkin until 1-2 hours prior to the flight departure, we had no other way of making alternate plans. Both Kenya Air and Jambo Jet pointed fingers at each other and then responded nonchalantly that the "flight on Sunday gets cancelled often". Due to their overbooking all other flights out of Mombasa to Nairobi on that day, Kenya Air rep. informed us that we would not make our connecting flight from Nairobi to Kigali and the only other option was to wait until the evening flight on the next day. This flight cancellation without any assistance or refund resulted in our entire trip in Kigali and Uganda being affected and cancelled. We have lost over $2,000 per person in our group of 6 people total due to their cancellation of a flight. Not only that but we were never provided credit or a refund for this voluntary cancellation of our flight and had to rebook our flight on another airline to Kigali to return to the U.S. Their attitude and behaviour is egregious and has led to emotional distress and monetary loss for my family who were left stranded in a foreign country without much assistance to secure us seats on the next flight or anything at all except some vouchers to use at the airport vendor. This was the most ridiculous behaviour I have ever witnessed of an international flight operator conducting business. They should not be permitted to even operate in the U.S. FAA should be made aware of the way they nonchalantly determine what flights go/don't go on any given day. People rely on flights to be timely and leave on schedule. I am very disappointed and completely shocked at how they lay fault on us for their voluntary cancellation without any reasons being provided at all. There is proof that this flight never flew that day. There is also proof that no email notification was ever sent regarding their voluntary decision to cancel the flight. While this appears to be standard practice by Kenya and Jambo Jet, we paid and booked with Kenya and it was their duty by accepting our booking and taking our full payment for 6 persons to make this right! Instead they did not even offer a refund or hotel transport or anything! Absolutely unacceptable conduct and service by an airline. Their cancellation has now resulted in over $10,000 in damages to us.