Nick Walton finds Kenya Airways needs more than a state-of-the-art aircraft to compete with the world’s leading airlines.

Check-in

First impressions weren’t great. We flew into Nairobi on Precision Air after Kenya Airways cancelled our inbound flight without notice, leaving us stranded at Kilimanjaro Airport for several hours. At the dedicated business class counter, we watched a young crew member named Michele argue with the passengers before us, before coolly processing us, all while gossiping with her colleagues at the next counter. The next guest in line finally lost his cool at her attitude and lack of interest and started yelling.

The Lounge

The Pride Lounge at Nairobi Airport is an intimate and well-appointed space located on a mezzanine level. Once you get past more surly and disinterested desk staff, you’ll find a well-lit space with lounge suites for approximately 50 guests, a well-structured buffet with hot and cold dishes, a full bar, a dedicated smoking room, international papers, and well-maintained bathrooms.

Inflight

Kenya Airways operates a new Boeing 787-800 to Bangkok and Hong Kong, a beautiful and cutting-edge aircraft with 30 lie-flat business class seats, each with a 79-inch pitch in a 2-2-2 configuration in two cabins. Seats are very comfortable, especially when fully reclined, and feature plenty of storage space, large monitors, in-seat AC and USB connectivity. Unfortunately, they do lack privacy compared to herringbone configurations, but fortunately for us, business class was almost empty.

Staff welcomed guests on board with glasses of Elexium Champagne and stylish amenity kits. Our cabin attendant, Pitchaya, used the 70-minute delay (passengers on another cancelled KQ flight to China were loaded onto our aircraft, which then required additional fuel) to take orders from a menu that included braised leg of lamb with Lyonnaise potatoes; grilled chicken breast with coconut cream sauce and saffron rice; tagliatelle arabiatta with courgettes and red pepper; and a vegetable curry with jerra rice. This was followed by strawberry mousse and chocolate ganache. The meal was well-cooked and served efficiently but without flare.

And then this happened…

On west-bound flights passengers are not required to disembark in Bangkok, and when we arrived going east, Hong Kong-bound passengers were told to stay put. After 15 minutes at the gate, we were suddenly told to collect all belongings and leave the aircraft because the replacement crew was yet to arrive. There was a lot of confusion and mixed messages among staff, who clearly couldn’t wait to leave the airport. We were directed to wait in a remote Air France lounge, meaning all duty free brought onboard was confiscated by security, because the complacent Kenya Airways crew hadn’t packaged liquids in security-sealed bags, causing real frustration among the many Mainland China passengers returning home with expensive gifts.

In the quiet and well-appointed lounge, the first we knew of our re-boarding was a “last call” announcement; passengers literally ran to the gate only to find boarding had even commenced, causing even more frustration and anger among panting passengers.

The last leg of the flight was uneventful; the new crew was much more charming, but the damage had been done and many passengers left frustrated when we finally arrived in Hong Kong, proving that Kenya Airways will need more than just fancy aircraft and sleek livery if it really wants to endear itself to premium travellers.

Business class tickets Hong Kong-Nairobi return from US$1,865. www.kenya-airways.com/hk

Note: The author travelled as a guest of the airline

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