FAQS
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Booking & Payment FAQs
Pay quickly and efficiently through any of our payment options: credit and debit cards, eWallet , mobile payment or real-time bank transfer. Read more about our payments options.
Our prices are automatically displayed based on the country you are booking from.
For example, if you are in the United Kingdom, booking a flight from Nairobi to London, the price displayed, and the price you need to pay, will be in British Pound.
Please note that if you’re paying with a different currency from your card, your financial institution may apply different exchange rates to the fare displayed on the booking page. There may be additional charges incurred, so please check with your financial institution before making your booking.
Manage My Booking allows you to modify an existing flight booking:
- Change travel dates
- Upgrade to business class
- Request special meals
- Select preferred seats
- Purchase extra legroom
- Update contact information
- Pay in advance for excess baggage
- Request for refund
Bookings purchased directly from Kenya-airways.com, Kenya Airways direct offices and preferred travel agents can be modified online through Manage My Booking.
For flights purchased from travel agents and 3rd party websites, you need to contact your travel agent in case of ticket refund.
Our fare categories give you the flexibility that best suits your travel plans:
- Best Buy
- Economy
- Economy flex
- Economy Super flex
- Business Best Buy
- Business
If your booking involves more than one branded fare, the most restrictive fare rule will apply to your whole itinerary. Fees for booking changes are non-refundable.
Contact our Global Contact Centers or local offices to correct a name in a booking. Rules and fees apply.
No, you are not allowed to switch names or transfer your ticket to a friend or a family member.
If your booking is successful, there is no need to call us. You can check in online or at the airport on the day of departure.
The extra Legroom Seats are located in Economy Class exit rows with a generous space for you to stretch out. It is offered only on Kenya Airways-operated flights and is not available on flights operated by our partner airlines.
Extra Legroom Seats are subject to availability, terms & conditions, and other eligibility requirements. Please view all requirements before making your purchase to ensure you meet all of the criteria.
Below is a summary of the eligibility requirements.
Guest must:
- Be physically able to reach, locate and operate the emergency exit window or door, and to quickly pass through the exit.
- Be able to understand and acknowledge instructions in English.
- Be aged 18 years or older and not have any conditions.
- Not be travelling with children or infants, a care giver, a guide dog or an assistance animal.
- Not be in any stage of pregnancy
- How do I book an Extra Legroom Seat?
If you meet the exit row seat safety requirements, we strongly recommend you to book early as seats are available on a first-come, first-served basis.
Extra Legroom Seats are subject to availability, terms & conditions, and other eligibility requirements.
Use the feedback icon hanging on the right side of your browsing window
If Kenya Airways advise you to present the card used for booking, it must be presented while checking into your flight at the commencement of travel. If you, as the credit card holder, are not travelling, a copy of the credit card with an authorization signed by yourself should be presented at check-in.
Alternatively, the card or a copy of the card with your signed authorization can be presented to the nearest Kenya Airways ticketing office at least 72 hours before the flight. This verification is required to ensure a smooth check-in process at the airport and to avoid being denied access to board. Failure to comply will result in the requirement to pay the full ticket cost at the airport.
Please talk to us through our Customer Service Support Section on the website where you will get real time feedback or you can contact our Global Contact Center.
Bookings made at Kenya-airways.com should be paid for in the currency in which the ticket price is calculated locally. If you make a booking at Kenya-airways.com, the price for your ticket will be shown throughout the booking procedure in the currency you will ultimately use to pay for the ticket. It is not possible to pay in any other currency than what is indicated at Kenya-airways.com
You may use any form of payment acceptable on the Website or Mobile App and any of our Ticketing offices i.e Credit cards, Debit cards, M-pesa, Airtel Money, Paypal, Cash etc.
When you book a ticket at Kenya-airways.com, the payment conditions depend on the payment option you selected. Your ticket will be issued as soon as we have received your payment. ne. This will be done through the normal refund process from issuing office.
Your ticket states details about the fare and taxes paid for your flight. It is your proof of payment and will be widely accepted as a receipt.
After booking your flight on Kenya-airways.com you will receive your ticket via e-mail as soon as we have received the payment.
Yes, you can book for another person travelling from abroad. However, if you choose to pay with credit or debit cards you may be required to present the card used for booking, it must be presented while checking into your flight at the commencement of travel. If you, as the credit card holder, are not travelling, a copy of the credit card with an authorization signed by yourself should be presented at check-in. alternatively, the card or a copy of the card with your signed authorization can be presented to the nearest Kenya airways ticketing office at least 72 hours before the flight. This verification is required to ensure a smooth check-in process at the airport and to avoid being refused carriage. Failure to comply will result in the requirement to pay the full ticket cost at the airport or refusal of carriage.
No, It is not possible for any changes to be made on multi-city bookings.
No, one has to call our Contact center for Assistance.
No this is not possible, one has to call our contact center for Assistance.
One cannot access any bookings that have been cancelled online.
No,once changes have been made to a booking offline they cannot be modified online.
No, The maximum number of passengers in a booking that can be modified is 9
No, Tickets purchased with miles  cannot be modified online
No, kindly call the Contact center for Assistance
Upgrade to Business Class FAQs
Kenya Airways offers you the opportunity to determine your own price for your Business Class upgrade by submitting an offer. KQ will inform you 12 hours before departure whether or not your Upgrade has been approved.
KQ offers Upgrades on all scheduled flights in all routes.
To be able to make an offer you need a valid and issued KQ Economy Class ticket for a scheduled flight operated by KQ. You may submit your Smart Upgrade offer up to 14 hours before Departure.
To be able to make an offer you need a valid and issued KQ Economy Class ticket for a scheduled flight operated by KQ. You may submit your Smart Upgrade offer up to 14 hours before Departure.
Is every Economy Class passenger eligible for getting a Business Class Upgrade?
Yes, if you are in possession of a KQ flight document (ticket number must start with 706…). Exceptions are:
- Passengers booked within a group of more than 9 people.
- Flight bookings which are not yet confirmed.
- How does Upgrade to Business Class work?
- Book your flight using any of the below channels
- KQ website
- KQ Mobile Application
- KQ Official Appointed Agents
- KQ Sales Offices
- At the end of the booking process there will be an automatic notification suggesting an upgrade
- Submit your offer
- Enter your credit card details for general verification and confirm your offer
- You will receive an offer confirmation by email
- You may change or cancel your offer up to 13 hours before departure
- After that time, all offers received will be assessed and the remaining Business Class seats available will be assigned. If your offer has been accepted, you will receive an email confirming your upgrade within 12 hours before departure.
- You may then check-in for KQ Business Class online. You will receive an information email regardless of whether your offer has been accepted or not.
The system has a default minimum and maximum bid amount set. It will not accept any offer lower than the minimum amount or higher than the maximum amount. All flight legs of your booking which are suitable for an Upgrade will be displayed. You decide for yourself which flights you'd like to make an offer on.
The Strength Indicator is a guide that shows the strength of your bid but does not guarantee its success.
Yes, you can offer different amounts for each eligible segment.
The offer is free of charge. Only if you receive the Upgrade, your credit card will be debited with the amount of your offer. Please , we still need your credit card details at the time of making your offer for standard verification purposes.
Yes, you can change the amount before you receive a confirmation email informing you whether your Offer has been successful or not. All you need to do to change your Offer is to use the link from the upgrade offer email.
No.
You may change or cancel your offer up to 13 hours before departure.
After your offer has been accepted, the Upgrade amount is no longer refundable.
Your Upgrade remains valid if you a re-booked to another KQ flight at the same amount. Otherwise, we will refund the amount.
Up to 13 hours before departure you may cancel, correct your offer or re-offer.
No.
Upgrade to business class considers all passengers within a joint booking.
As long as you are not registered under one and the same booking number, you may submit your individual offer.
You receive an upgrade at an exceptional price and benefit from all amenities of the KQ Business Class, such as:
- Award-winning Business Class Service and delicious catering
- Access to our worldwide Business Lounges** including meals and drinks
- Check-in at the Business Class counter and fast lane service**
- NOTE:Business class passengers do not have miles accrual as a benefit
No.
No. The same rules apply as the original fare purchased, including Change Fees and Cancellation Penalties.
No, It is not possible for any changes to be made on multi-city bookings.
No, one has to call our Contact center for Assistance.
No this is not possible, one has to call our contact center for Assistance.
One cannot access any bookings that have been cancelled online.
No,once changes have been made to a booking offline they cannot be modified online.
No, The maximum number of passngers in a booking that can be modified is 9
No, kindly call the Contact center for Assistance
No, Tickets purchased with miles  cannot be modified online
No, kindly call the Contact center for Assistance
Msafiriconnect FAQs
A fully web-based booking engine encompassed with multiple search options and well defined payment mechanisms to suit your business operations and the booking process.
- User authentication during login
- Multiple Availability Display
- Fare Based Display
- Flight Based Display
- Cancel full or part of the itinerary o Reschedule flights
- Time Limit Booking Facility or Intuitive User Interface
- Automatic Refunds
- Promotional Fares
- Multiple payment options
- On-account
- Credit Card
- M-PESA (for Kenya)
Invoice
Register online on www.kenya-airways.com/msafiriconnect. A KQ Account Manager will contact you once they receive the Application Form.
Your Registration Form will go through an Internal Approval Process which take approximately five (5) days.
The KQ Account Manager will conduct End User Training for the potential customer. In addition, during this session, a contract will be submitted to the customer for sign off.
Access Credentials will be sent to the user upon successful User Training.
Msafiriconnect is currently available in English ONLY. Other languages will be introduced later on.
Any KQ customer that has:
- Filled in the Registration Form
- Registration Request approved by KQ or a KQ Customer Contact
- Undergone End User Training
All KQ flights are eligible inclusive of Codeshares and Interline
You will need to have:
- Internet connection – minimum 512kbps
- Internet browser
- Firefox version 32
- Chrome version 37
- Safari 7 latest version
- IE versions 7,8,9,10
Open your web browser and type in www.kenya-airways.com/msafiriconnect. A webpage will be displayed with content and three prominent links
Registration – link used for new applicants
Make bookings – link used to make bookings
Administration – link used to manage user accounts and view reports
