Kilian A.

The most incompetent service I ever experienced. Because of a change in my flight timetable - which know forces me to stay one night in Nairobi with the implied additional costs - I had to call more than 10 times and the process is lasting more than 2 weeks. I had to wait more than 10 minutes on the phone in at least 4 or 5 occasions to then give up. They forwarded me to other departments which then did not hear me on the phone or just did not pick up. You cannot get in touch with the airline yourself, they have to do it, what just adds more links in the communication chain and therefore inefficiencies. Even worse, they make YOU call them to confirm THEIR changes (no email option, of course). Moreover, they sent me a very confusing email canceling my flight outbound flight on the 17th of October - when my flight was actually on the 18th of October. The best: they still asked you to call them if you wanted a reimbursement - seriously? And, yes, EVERYTHING IS STILL IN PROCESS. I still do not have an email or something written that confirms the flight timetable, even though they told me on the phone that they would send me a confirmation email in 24h, and I am flying in 2 weeks. I LOST A LOT OF TIME WHICH IS MONEY AND I STILL DO NOT HAVE ANYTHING IN WRITTEN FORM THAT CONFIRMS MY FLIGHT. They surely are keeping my money, though!