Delta has been terrific. No long wait on hold. Responsive. Generous policies. Good bedside manner. So glad they are my airline of choice.
Kenya has been another story. Tried to cancel a $7000+ ticket two days after booking in mid-March, right as the coronavirus was exploding. Conference I was supposed to facilitate was cancelled and even if it was not, my doctor strongly advised against a long flight, given my age and medical issues. Local Kenya agent made me go to their home office. Had to deal by email after frustrating efforts on phone. Finally they gave me a choice of a voucher, which I will now never use, or a refund minus $1000 they will keep for themselves that will take as long as a year to get to me.