Multi-city booking
The office has helped customers arrange complicated itineraries through Kenya, Tanzania and Zimbabwe.
Kenya Airways Dubai
Al Raffa
Kenya Airways Dubai is an airline ticketing and customer-service point in Al Raffa, where travellers use the office to book routes, including multi-city itineraries, and handle changes or rescheduling. Reviews also highlight generous baggage allowance in one fare, with three 23kg bags mentioned.
Reputation Score
3.6
★★★★☆
336 ratings
Source: Google Maps
The Good Stuff
Baggage allowance
One customer specifically praised a fare including three 23kg bags, which may appeal to travellers carrying more luggage.
Quick changes
A customer reported receiving help postponing a return ticket to an open travel date in about a minute.
Tips for a Better Visit
Allow time. Build a substantial buffer around your flight: one review reports an eight-hour delay and missed work commitments.
Confirm refunds. If a refund is promised, request the timeline and confirmation in writing; one partial refund remained unpaid for months.
Check fees. Confirm hand-luggage charges before departure, as one traveller reported a fine of around 1,000 AED.
Verify contact. Do not rely solely on phone or WhatsApp support for urgent changes; customers say both channels can be hard to reach.
Check documents. Ask in advance which identification is required for booking, since one customer was unexpectedly asked for a physical passport.
Plan the visit
Practical details
Al Rais Travel Building, Al Mankhool Road, Near Al Fahidi Metro Station Al Raffa
Al Raffa, Dubai
| Mon | 9:00 AM – 6:00 PM |
| Tue | 9:00 AM – 6:00 PM |
| Wed | 9:00 AM – 6:00 PM |
| Thu | 9:00 AM – 6:00 PM |
| Fri | Closed |
| Sat | 9:00 AM – 6:00 PM |
| Sun | 9:00 AM – 6:00 PM |
Common Concerns
Flight delays
Reviews describe major delays, including an eight-hour wait, missed work commitments and no food or compensation.
Poor communication
Customers report unanswered calls, slow WhatsApp replies and little explanation when schedules or flights change.
Baggage problems
Reviews mention missing suitcases, bags left behind and damage claims that were difficult to resolve.
Inconsistent service
The Dubai office receives both warm praise and complaints about rude, dismissive or poorly trained staff.
Extra fees
Customers have reported unexpected charges for hand luggage, ticket changes and rebooking.
Customer-reported prices
These are customer-reported mentions, not a current price list. Prices may have changed.
around 1000AED
hand luggage
“Fined around 1000AED for hand luggage”Google review · July 2025
DXB
LOCAL
LOCAL
The Bottom Line
Kenya Airways Dubai is a ticketing and customer-service office in Al Raffa, useful for booking regional and international journeys, including complicated multi-city routes such as Dubai–Kenya–Tanzania–Kenya–Zimbabwe. Customers have also used the office to postpone return tickets and resolve cancelled-ticket vouchers. One fare was praised for including three 23kg bags, a potentially useful detail for travellers with substantial luggage.
The experience is notably uneven. Some reviews describe patient, welcoming help with complex itineraries and quick assistance, while others report rude interactions, slow check-in and staff who could not resolve basic ticketing questions. Phone and WhatsApp contact are recurring weak points; several customers say calls go unanswered or replies arrive slowly, and one person drove to the office after being given incorrect opening information.
Plan cautiously if your trip is time-sensitive. Reviews mention an eight-hour delay, a 12-hour layover caused by delays, cancelled flights and limited communication. Baggage issues also appear repeatedly, including missing and damaged suitcases.
Check the baggage allowance, hand-luggage fees and document requirements before travelling, and keep written proof of any refund or change agreement. Reported charges include around 1,000 AED for hand luggage and 750 AED to rebook in separate cases.