[SANTIAGOVIAR]

To Summarize:

- Family of 4, including a 3 year old and a 1 year old.
- Flight delay by more than 48 hours.
- Bags arrived 1 week later to final destination.
- Disrespectful personnel and unprofessional personnel on the ground on that day (must clarify that phone contact service tried their best to help).
- Terrible hotel, transfer service and food provided by the airline (Which I declined based on the quality).

Kenya Airways compensation a USD 100 dolar Flying Voucher for the whole Family. Obviously declined as I would never fly with them again,

Worst part I thought this was an Air France flight, I booked with them and ended up flying in this airline, even though the flying number is AF 8003 = AF stand for AIR FRANCE. If you are travelling to Kenya and the reason for choosing them is because they are part of Sky team remember KLM flies direct. You don't need to fly with Kenya Airways.

The delay was not caused by weather conditions, political events or airport issues. All flights on that day (07.07.2017) where operating up to schedule; this was a kenya airways technical problem, their fault.

Below full communications with Kenya Airways where they acknowledge the situation and offer the voucher, which is offensive and repulsive.

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Customer By Service Email (SANTIAGO (24/07/2017 08.25 PM)

I would like to share our flight experience with KQ.
7 July 2017
11:00 PM we boarded the plane.
8 July 2017
2:30 AM we were informed to leave the plane.
No one from KQ helped us with our babies, no baby strollers where provided. We had to carry our children and our hand luggage through immigration and to the KQ help desk.
3:15AM we are put in an old van to take us to an airport. Personnel where not helpful, we had to wait with our 2 babies for more than 30 minutes to be sent to the hotel. The women in charge threaten us if I did not shut up complaining. Total disrespect. Driver drove at 120 Km no seat belts or security in the car, we had to call the police to pursue him to drive at a normal speed.
4AM we arrive at a hotel… Weston hotel. Not very good, we are told that a bus will take us to the airport at 8AM
8AM we get out of the room ready with our 2 babies. We are told that bus will arrive at 9AM. I decide based on the lack of professionalism and information to hire my own vechile. I had already risk my family and my own life going in the KQ van to the hotel.
10AM I arrive to the airport, I get informed that the flight will be at 1PM and that I should go to the gate.
12PM we get informed that the flight is cancelled. That they will send us on a night flight. I call KQ and get a flight 2 days later from my original flight.
2PM I leave the airport on my own transportation. I also arrange my own accommodation as the one provided by KQ was below average and unconfutable for me and my family.
9 July 2017
8PM: We arrive early to the airport just in case. We take more than 2 hours to check in because there is an issue with the booking of the infant, KQ can’t find the ticket. Must clarify this did not happened the first time we checked in on our original flight.
11; 59PM : My flight departs to Paris 2 days later.

I also have to add that my bags did not arrive on time to my final destination. In summary I had a terrible cancellation experience with no help form KQ personnel to make the situation better, even when they saw me travelling with 2 babies. My flight was delayed by 2 days and my bags did not arrive on time. Also my life and my family life was put on risk by the official transfer provided by KQ.

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This is what Kenya airways replied. 1 MONTH LATER!


Response By E-mail (EVALINE) (21/08/2017 10.42 PM)
Dear Santiago,

We would like to thank you once again for taking time to give us your valuable feedback. Kenya Airways remains committed to flight schedule integrity, nonetheless the nature of the airline operations is such that disruptions within and outside our control may occur for various reasons. We deeply regret the overall effect that this had on your travel plans on this occasion and would like to let you know that this is not our wish.

We wish to add that the cornerstone of safety against which all operations lay remains paramount and all precautions are taken to ensure safe transportation of our customers. When these situations happen we endeavour to give you care and minimize the inconvenience caused and offer delay care in terms of re booking to the next available flight, meals and accommodation in relation to the waiting time. Consequently, we recommend our guests to have individual travel insurance to cater for any extra expenses incurred outside the contract of carriage. This letter should suffice to show that you have reported the matter to the airline for their consideration and recompense.
This not withstanding, we value you as our esteemed Guest, as a goodwill gesture and in appreciation of your loyalty we would like to offer 3000 award miles OR a travel voucher of USD 100. We certainly appreciate that this does not equate the experience underwent.
The travel voucher;
Is valid for 1 year from the date of issue.
- It can be used to purchase a ticket, top-up for a ticket, pay for excess baggage or upgrade from Economy to Business class, so long as the value on it is equivalent to the upgrade amount.
- It is to be redeemed at any Kenya Airways sales office on KQ fully operated flights.
In our quest to achieve operational excellence for a better service delivery to our esteemed guests, we are continuously reevaluating several aspects of our operations based on feedback received from our guests. Voluntary comments from guests such as yourself are therefore greatly appreciated and contribute much to the decisions being made.
At Kenya Airways, customer satisfaction is something that we take very seriously and would never compromise under any circumstances. The contents of your letter are therefore of great concern to us. We understand your concerns and we would like to assure you of our devotion in addressing the issues you have raised with the team, to provide reliable service we promise and for which you have paid.
Our aim is to ensure that we leave a positive lasting impression to all our guests at all our customer touch points. In any way the attitude of the staff may have implied a lack of concern, be assured of our follow through and action. We value you as our guest and look forward to hearing from you.
Sincerely,
Evaline Nyambati