[rwroten]

This is the 2nd time in the past 3 years I've had with this carrier in which I will report the most recent incident. In passing I would like to comment that the Nairobi airport is poorly ventilated, old, hot and is run by poorly trained grounds personnel not on par with modern airports.

My complaint is that despite the poor response of their customer service at the Nairobi airport due to 2 cancelled flights, they failed to respond to an email complaint, an online website complaint on their Kenya Airways site, or to a written complaint sent to both their customer service area in Amsterdam where I live.

Kenya Airways 4141 from Amsterdam to Nairobi on Friday 23 Nov 2012 was cancelled for technical reasons. The next day Kenya Airways 4141 was cancelled because the plane had a flat tire and I was told by KLM personnel (KLM is an alliance partner) the pilots were unable to negotiate purchasing a tire from Delta Airways. (That was interesting in itself)

KLM put us on their flight on 25 November and we arrived late in the evening Sunday night. We had connecting flights we missed and at night Nairobi is not a place for the faint of heart so we requested an overnight stay at an airport hotel or transportation into the city to find one. They said no because our connecting flight was not made through their website. (We had made separate arrangement with a local carrier for a flight to Western Kenya).

I know there are complaints of the changing airline culture but Kenya Airways doesn't even pretend to be customer-centric on the website or with their personnel. Their motto is "the pride of Africa" but they are a disservice to Africa and to the alliance with their European partners.

I will avoid at all levels with flying with Kenya Airways internationally or domestically unless they can demonstrate a change in culture.