Kenya Airways ignored my complaint since September 2025 – **************, bribery and overcharging at cargo office

Kenya Airways ignored my complaint since September 2025 – **************, bribery and overcharging at cargo office

I am extremely disappointed with the service I received from Kenya Airways and the complete lack of response to my complaint.

On 17 September 2025, I sent a formal complaint to Kenya Airways Customer Relations regarding a very disturbing experience at their cargo office. Unfortunately, until today I have never received any response, follow-up, apology, or refund from the airline.

At the time of the incident, I arrived at the cargo office around 14:00 to process my shipment. I waited nearly an hour without assistance. When I approached a staff member who appeared to be a manager to ask why no one was helping me, he ignored me.

Another staff member informed me that my registration would take two days unless I paid KSh 40,000 to bypass the process. Because I refused to pay a bribe, I was deliberately ignored and left waiting outside for almost two hours while my goods remained in the car, causing additional costs because my driver had to wait.

Eventually, around 16:00, an older gentleman wearing glasses noticed that I was crying and decided to assist me. However, I was then told I could not proceed without using an “agent,” who demanded KSh 15,000 before my documents could be processed, even though I have a registered company.

After more than three exhausting hours of delays, the documents were suddenly completed in only 30 minutes, which clearly shows the delays were unnecessary.

When I went to pay, I was initially given a bill of $2,200 for 776kg, but when I reached the cashier an unexplained additional $500 was added, bringing the total to $2,700. This charge was never properly explained to me, and I was simply told that I had chosen the “expensive option,” something that had never been offered or explained beforehand.

The entire experience left me feeling humiliated, financially exploited, and emotionally distressed.

I also informed Kenya Airways that I have audio and video recordings related to this incident. Despite this, they have completely ignored my complaint since September 2025.

It is very disappointing that a major airline would treat a paying customer this way and then fail to respond to a formal complaint.

I am now posting here because I would like Kenya Airways to:

• Respond to my complaint that was submitted on 17 September 2025 • Investigate the staff and agents involved in this incident • Provide a clear explanation for the unexplained charges • Provide compensation for the financial loss and distress caused

I hope Kenya Airways will finally address this matter and take responsibility.