Kenya Airways Downgrades Boeing 777 Promotion Flights to Mombasa Causing Passenger Backlash

Kenya Airways has come under fire from customers over changes to its promotional flights on the Nairobi-Mombasa route. The airline had offered up to 50 percent discounts on select return fares for travel between 12 and 16 July 2026 to celebrate the return of its Boeing 777-300ER.

The promotion promised wide-body comfort on the iconic aircraft. Many travellers booked specifically to experience the larger plane on the domestic route. Some passengers now report equipment substitutions to Boeing 737-800 or Embraer E190 aircraft.

Kenya Airways notified affected customers via email of operational changes. One notification for flight KQ608 on 13 July informed passengers that their journey would now be operated by a Boeing 737-800 instead of the expected wide-body jet. The airline expressed regret for any disappointment caused.

A video circulating on social media shows a Kenyan woman voicing frustration over last-minute flight alterations. She highlights how the changes disrupted travel plans made around the promotion.

Another customer stated they booked a return trip specifically for the Boeing 777 experience only to have it cancelled. They described the move as deceptive marketing and vowed never to fly with the airline again.

Kenya Airways has previously faced similar complaints on its Johannesburg route promotion. Critics say repeated aircraft substitutions undermine trust in the national carrier despite efforts to attract passengers.

The airline operates the Boeing 777 on the Mombasa route for a limited period as part of its 50th anniversary activities. Smaller aircraft may have been deployed due to operational requirements or demand levels on certain sectors.

Customers expect transparent communication when equipment changes occur. Many argue that promotions tied to specific aircraft types should include clear conditions on availability.

The complaints come at a time when Kenya Airways seeks to rebuild its reputation and passenger numbers on key domestic routes. Aviation infrastructure and reliable service remain central to supporting tourism and business travel between Nairobi and the coast.