I had booked a return flight from Copenhagen to Mombasa and back. Unfortunately I missed my connecting flight going to Mombasa. I booked another flight to Mombasa and I immediately contacted Kenya Airways customer support to find a solution for my return flight. I wrote and called them for a week before I heard back from Kenya Airways. Fortunately the reply was (in writing) that my return ticket was confirmed. When I went to Mombasa airport to fly back they could not find my ticket. I showed them the email with the confirmation and the Kenya Airways lady in Mombasa agreed that it said my ticket was confirmed. Head office refused to let me onboard unless I purchased a new ticket. I did so to come home to my family and I was advised to contact customer service when I got back to get my money back. Then followed several months where I have been writing with Kenya Airways Customer Support. All sort of excuses came up claiming I had the wrong visa, to me being a student and other lies. Finally they concluded that in reality I had not purchased a new ticket, instead I had paid a penalty fee for missing my original flight. I then provided Kenya Airways with a copy of my receipt from Mombasa airport that clearly states that I had to my a new ticket. Since then Kenya Airways have ignored my emails. I am really shocked how Kenya Airways has tried to avoid taking responsibility and done so by lying, bullying and inventing stories to make me drop my claim. I followed every procedure the moment I missed my plane and I truly trusted and believed Kenya Airways when they wrote me that my ticket was confirmed. The lesson learned is apparently that you cannot trust Kenya Airways.
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