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Kenya Airways complaints

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1 Penn Plaza, Suite 1416
New York, NY 10119-1497 | Get Directions

(844) 933-1902

https://www.kenya-airways.com/

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Total Amount in Dispute:
$779.00

Total Amount Settled:
$0.00

Complaint Experience

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that the business has not responded to customer complaints brought to its attention.

Complaint Closing Statistics

2 complaints against Kenya Airways closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
0	Agreed to make an adjustment
0	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
2	Unanswered

2 complaints against Kenya Airways

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5/23/2024

RESPONSE: Complaint was not answered Amount in Dispute: $779.25 Amount Settled: $0.00

Customer Complaint

4/29/2024

I received an email saying that my flight itinerary was changed against my will. Kenya airways refused to refund me or allow me to reschedule for free. Resolution Sought Refund me or allow me to reschedule for free.

11/21/2023

RESPONSE: Complaint was not answered Amount in Dispute: Amount Settled: $0.00

Customer Complaint

10/26/2023

On September 11th 2023, I was scheduled for flight from Logan Intl airport to JFK airport New York. Due to a Delta flight delay, I missed my flight from New York to Nairobi by Kenya Airways. Prior to my flight, I made inquiry from Kenya Airways if I needed a transit visa in Nairobi. Their agent told me that I dont need a transit visa if I don't exceed 24hrs in Nairobi. These inquiries was confirmed twice by Kenya Airways, before I departed to the airport that day. When Delta airline refused to fly me to New York, I told them that they wrong and that they should contact Kenya Airways and confirm this, they refused. Later on when they realized their mistake, they tried to cover it up by falsifying my flight schedule. Kenya Airways was to refund my money after knowing the truth of the matter, but instead they refused to do so. When I contacted them on phone, they told me to send them some evidence, but they kept giving me a fake email address. These matter is between asap tickets, Delta airline and Kenya Airways. They keep making my life miserable by playing me up and down between themselves. Please, I need my hard earned money back. Help me. Resolution Sought I need a refund of my hard earned money.

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