Terms and conditions

1.1 Definitions.

Terms or expressions used in these terms and conditions are defined as follows, unless the context specifies otherwise:-

‘Kenya Airways’ is defined as, a limited liability company, Incorporated under the laws of Kenya and having its registered office at 19002, North Airport Road, Kenya.

‘Airline Award’ is defined as any award available on Kenya Airways, and other Airline Partners.
Airline Awards include Award tickets, Award Upgrades. Other awards might be defined later.

‘KQ-Msafiri Partner’ is defined as any partner other than Kenya Airways who is a partner of Kenya Airways and for whose services Award Miles can be earned or redeemed as specified in regularly published KQ-MSAFIRI GOLD CREDIT CARD Communication.

‘Award’ is defined as the award obtained within the Programme by redeeming Award Miles, in accordance with the procedures set forth in KQ-MSAFIRI GOLD CREDIT CARD Communication.

‘Award Miles' is defined as Miles earned on KQ-Msafiri Gold credit card as part of spend done at any point of sale on both airline and Non-Airline Partners in accordance with the procedures set forth in KQ-MSAFIRI GOLD CREDIT CARD Communication. Award Miles can be used to obtain Awards.
'Award Upgrade' is defined as an Award that upgrades to the class of travel one level higher than the class booked with the paid ticket.

‘Company’ is defined as Kenya Airways and KENYA AIRWAYS, who are operating the Programme.
'Customer Service Centre’ is defined as any service unit fully authorized by the Company to provide the range of services under the Programme.

'Enrolment Date' is defined as the date the enrolment form of the eligible applicant is signed, or, in the event of Internet or e-mail enrolment, the date that the application is submitted to the Company via the Programme’s Internet or e-mail applications.

‘KQ-MSAFIRI GOLD CREDIT CARD’ is the abbreviation for the Company’s KQ-Msafiri Gold Credit card loyalty program.

‘KQ-MSAFIRI GOLD CREDIT CARD Communication’ is the collective name for the following means of communication used in the Programme: Programme brochures, KQ-MSAFIRI GOLD CREDIT CARD News, KQ-MSAFIRI GOLD CREDIT CARD letters, KQ-MSAFIRI GOLD CREDIT CARD website and KQ-MSAFIRI GOLD CREDIT CARD enrolment forms.

‘General Terms and Conditions’ is defined as the terms and conditions governing the Programme.
‘Gold’ is defined as the current level in the Programme. A Member qualifies for this level and is entitled to the services and benefits attached to this level if he meets the basic recruitment criteria as below:-

Membership is open to all existing and potential Kenya Airways customers who are eligible for a credit card from CfC Stanbic Bank.

You can apply by completing a KQ Msafiri Credit Card application form available from:
• All KQ sales offices
• CfC Stanbic Bank branches
• www.kenya-airways.com
You can also call us on +254-020-3268 888/999 or 3274 666 for an application form.

You will receive an SMS notification when your card and PIN is ready for collection at your nearest CfC Stanbic Bank branch.

Qualifying criteria for the KQ Msafiri Gold Credit Card
To qualify, you must be a Kenyan resident and also be able to provide the following:
• Proof of income (pay slip and/or six months bank
statements)
• PIN certificate (Personal Identification Number)
• Proof of identification (national ID or passport)
• Proof of residence (utility bill or tenancy agreement)

To collect your card you will need your proof of identification that you used when you applied and any relevant documents that are still outstanding.

‘Level Miles' is defined as Miles which count towards the Member’s Level in the Programme. Level Miles are earned on all spend done using the KQ-Msafiri Gold credit at any point of sale. These miles expire after end of each calendar year.

‘Award Miles’ is defined as Miles which count towards members award counts, for every level mile earned, there is an equivalent award mile. These miles are used to redeem for award benefits and they do not expire as long as the customer continues to spend.

‘Member’ is defined as a member of the Programme, whose name is printed on the Card and who has been assigned a programme registration loyalty number. Only Members are entitled to benefit from the services and benefits proposed in the Programme.

‘Membership Card’ and ‘Card’ are defined as the Programme’s membership card, issued and distributed by the Company after acceptance by the Company of the application for the Programme.
‘Miles’ is defined as Award Miles and Level Miles. The mile is the distance-measuring unit.

‘Non-Airline Partner’ is defined as a partner other than KQ-Msafiri Gold Credit card loyalty program partners or Airline Partners for whose services Award Miles can be earned or redeemed as specified in any regularly issued KQ-MSAFIRI GOLD CREDIT CARD Communication.
‘Partner’ is defined as KQ-Msafiri Gold Credit card loyalty program partners and Kenya Airways, Airline and Non-Airline Partners.

'PIN' is defined as a Personal Identification Number that provides access to a Member's personal web account.

‘Programme’ is defined as the KQ-Msafiri Gold Credit card loyalty program loyalty programme offered by the Company as introduced in 2009, and developed to reward Members who frequently travel with Kenya Airways, KQ-Msafiri Gold Credit card loyalty program partners or their Airline Partners and reward Members who use Qualifying Services provided by Non-Airline Partners.

‘Promotional Offers’ is defined as special temporary offers that give a member the opportunity to earn extra Level and/or Award Miles, use a reduced number of Award Miles when ordering Awards or use additional benefits.

'Qualifying miles' is defined as the miles earned on KQ-Msafiri Gold Credit card loyalty program partners and Kenya Airways.

1.2 General.

1.2.1 The General Terms and Conditions define the contractual relationship between the Company and each individual Member. The Company reserves the right to cancel or replace the Programme and the right to make alterations to or amend the Programme, the General Terms
and Conditions, KQ-MSAFIRI GOLD CREDIT CARD Communication, the Level and Award Miles
accumulation structure, Award structure, Award Miles redemption structure, participation of any Partner in the Programme, or Programme procedures as described in Programme documents at any time. No damage claims against the Company by Members may be lodged as a result of legally required country-specific alterations. Notification of alterations and amendments to these Terms and Conditions will be issued through KQ-MSAFIRI GOLD CREDIT CARD Communication. These General Terms and Conditions and any alterations shall be considered approved if the Member uses the membership Card, orders or uses in any way an Award or benefit offered under the Programme, or if no written protest is registered within 30 days of notification. If a Member does not accept the Programme alterations, the Member may terminate the membership as per paragraph 1.2.2.

1.2.2 Each party may terminate the contractual agreement in writing at any time. The General Terms and Conditions shall continue to govern implementation even after termination of the contractual relationship. If the Member cancels the contract, the Member has to return the
Membership Card cut in half to the Company. Upon receipt, the company shall terminate the membership, upon which a Member has six months from the date of termination to use up any accrued Award Miles. If the Company cancels the contract, all Level and Award Miles shall expire six months from notification of cancellation. If the Member makes material misrepresentations, violates Award rules or rules as set forth in KQ-MSAFIRI GOLD CREDIT CARD Communication, or violates rules as per 1.4.8, all Level and Award Miles shall expire as soon as the Company issues the notice of cancellation.

1.2.3 The Company will make reasonable efforts to give Members prior notice of termination of the Programme.
1.2.4 The Company will make reasonable efforts to ensure that the Awards, benefits and opportunities to earn Level and Award Miles being promoted as being available to Members will actually be available.
However, Kenya Airways, or their Partners may unilaterally restrict the amounts of the Award being proposed and the Company cannot guarantee or warrant that such facilities shall be available. A Member may therefore find that there is no availability on a given flight or that a particular Award is not available.

1.2.5 All Awards and benefits proposed are subject to change and availability, including blackout dates indicated in KQ-MSAFIRI GOLD CREDIT CARD Communication. Local restrictions and/or alterations may apply. Awards, benefits and opportunities to earn Level and Award Miles offered to Members are or may be provided by Partners with which the Company has made arrangements, but over which it has no control.
1.2.6 Awards, benefits and opportunities to earn and redeem Level and Award Miles will be subject to the general terms and conditions of the Partner providing the promoted facilities. These general terms and conditions shall be sent to a Member when the Member submits a request for them to such a Partner. All Kenya Airways flights will be subject to Kenya Airways’ conditions of carriage which are available on www.airKenya .com. All KENYA AIRWAYS flights will be subject to KENYA AIRWAYS’s conditions of carriage and will be sent to a Member upon request.
1.2.7 The Company and its partners reserve the right to make Promotional Offers available to groups of Members based on Programme activity, including but not limited to flight activity, hotel-stay activity, car rental activity and geographical location. Promotional Offers are not valid in combination with other Promotional Offers. The Promotional Offer that most benefits the Member will be applied. In this case, any discounts offered on KQ-Msafiri card purchases only apply to tickets booked on KQ sectors only and not on already discounted fares. All discounts are offered and applicable only at KQ sales offices and website.
1.2.8 On 31 December of each year, the level in the Programme to which a Member is to be entitled the next year will be determined by the number of Level Miles accumulated or the number of Qualifying transactions made from 1 January until 31 December of that same year. The address which counts towards the Member’s level is the mailing address for KQ-MSAFIRI GOLD CREDIT CARD Communication indicated for at least six (6) months of that year. All accumulated Level Miles and Qualifying Flights will be subtracted from the Member’s KQ-MSAFIRI GOLD CREDIT CARD account, unless otherwise indicated in KQ-MSAFIRI GOLD CREDIT CARD Communication. If a Member has earned no Level Miles during a year, the Member will be downgraded to the base level, Gold. If a Member has earned Level Miles during the year, but not enough to maintain his current membership level as per the rules defined in these General
Terms and Conditions, the Member will be downgraded to one level lower. Membership levels with KQ-Msafiri loyalty program shall be defined as the program grows and any changes will be communicated to customers in due time.

1.2.9 After a period of 20 months with no accrual of Level Miles by a Member, the Company reserves the right to cancel the Award Miles. It is up to the Member to check the expiration date of his Miles. After a period of 20 months of no accrual of Award Miles by a Member, the Company reserves the right to unilaterally terminate membership.

1.2.10 Mileage Summaries are provided to the Member on the basis of the Member’s activity in the Programme. The Company reserves the right to change at any time the intervals at which such summaries are provided. Information on the Mileage Summaries, including but not limited to summaries by mail, e-mileage summary, Voice Response System, and website is purely indicative. Miles can be earned only by Members whose mailing address is in a country where the Programme applies.

1.2.11 In the event of the death of a Member, the Company shall close that Member’s account upon receipt of the death certificate.

1.3 Enrolment

1.3.1 Subject to local laws and parental or guardian approval, where applicable, the Programme is open solely to individuals aged 18 years or older. Corporations, non-corporate bodies or other legal entities are allowed to participate only after approval process by the bank to participate.

1.3.2 A Member may only submit one application form for membership and the Member may have only one account in the Member’s legal name as the principal account holder. A supplementary card can be issued to a spouse or any person of choice by the member. In such cases where supplementary accounts exist, only the principal account earns miles. In case of duplicate accounts, the latest account will be cancelled and all Level and Award Miles accumulated on that account will be transferred into the first account.

1.3.3 The account and the Miles earned by the Member concerned, cannot under any circumstances be transferred, bequeathed, assigned, sold or combined, whether or not for valuable consideration, with the account of the Miles of any other person, whether or not that person is a Member of the Programme, or with any other account belonging to the Member, except as otherwise laid down in provisions notified to the member.

1.3.4 Qualifying Miles are earned immediately member starts using their card at a point of sale terminal.
1.3.5 The Member is responsible for providing the Company with the member’s correct mailing address for KQ-MSAFIRI GOLD CREDIT CARD Communication. If a Member changes his mailing address, the Member shall notify the Company in writing or by means of the Programme’s website without any undue delay. This change of address should carry the Member’s signature or PIN, whichever is applicable. The change of address shall count towards the member’s level in the Programme after a period of six (6) months from the notification of the change.

1.3.6 Any eligible person wishing to join the programme must complete and sign an individual Programme membership application. All persons applying for membership of the Programme shall be deemed to have read and accepted the General Terms and Conditions.

1.3.7 The Company reserves the right to refuse membership to any person who does not meet the requirements for participation in the programme.

1.3.8 Any person whose membership application has been accepted by the Company shall obtain an individual account, membership number and a PIN allowing access to the Internet and any other services described in the KQ-MSAFIRI GOLD CREDIT CARD Communication. The membership number will be required for any inquiry concerning the account. The PIN will always be communicated to the Member and only to the Member. The Member is responsible for the usage of his PIN and shall not disclose the PIN to any third party.

1.4 Compliance with the Programme.

1.4.1 The Member guarantees the correctness of all information given, including but not limited to a mailing address, and shall be solely responsible for any erroneous, incomplete or out-of-date information.
1.4.2 Upon the request of the Company, the Member shall supply valid proof of identity. Failure to do so within a reasonable period as set by the Company will automatically lead to suspension or termination of the membership and forfeiture of all Level and Award Miles accrued.
1.4.3 All Level and Award Miles and subsequent Awards must be earned and used according to the rules and guidelines in these General Terms and Conditions. The Company has the final say as to whether an itinerary qualifies for Award or Level Miles.
1.4.4 Level and Award Miles will not be awarded on unused, forfeited, fraudulent, lost, out-of-date or refunded tickets or transactions. Level and Award Miles will not be awarded when a person checks in and improperly identifies himself under the same name as the Member.
1.4.5 Loss, theft or damage of the Membership Card must be reported immediately to the Customer Service Centre. Upon the Member's notification of a lost, stolen or damaged Card, the Card will be replaced. The Company is not liable for any fraudulent use of the Card or failure
of the Member to comply with the contents of this provision.
1.4.6 All charge backs shall be processed from the bank and customer accounts effected accordingly. Any information on such claims for this can be requested from the bank and shall not be withheld from member unnecessarily.
Documents already submitted to the bank Customer Service Centre cannot be returned.
1.4.7 The sale, purchase, brokerage, resale, barter or exchange of Level and Award Miles, Award tickets or vouchers for any compensation is prohibited. Violators, including any customer who uses a purchased or bartered Award, shall be liable for damages and litigation costs. Level Miles, Award Miles and Awards have no cash value and can never be redeemed for cash.
1.4.8 Violation of the general conditions of carriage or tariffs of Kenya Airways, or any Airline Partners, including KQ-Msafiri Gold Credit card loyalty program partners, the general terms and conditions of Non-Airline Partners, material violation of the General Terms and Conditions, abuse of the Programme, including the failure to follow programme policies and procedures, sale or barter of Awards or tickets or any misrepresentation of facts pertaining thereto, improper conduct, including any untoward behavior or harassment with reference to any KQ-Msafiri Gold Credit card loyalty program partners employee, unruly behavior on board or in KQ-Msafiri Gold Credit card loyalty program partners lounges, or any refusal to honor KQ-Msafiri Gold Credit card loyalty program partners employee instructions, may result in cancellation of the Member’s account and future disqualification from the Programme, forfeiture of all Level and Award Miles accrued and cancellation of previously issued but unused Awards.

1.4.9 Any material breach of the General Terms and Conditions may result in the confiscation of tickets or Awards at any time (including in transit or en route) and in payment by the Member or passenger of the full applicable fare for any segment travelled on Award tickets or Awards that have been misused.
1.4.10 In connection with the enforcement of any of the Terms and Conditions governing the Programme, the Company reserves the right to take appropriate legal action as it deems necessary against the member, and may recover damages, lawyers’ fees and court costs.

1.5 Personal Data
1.5.1 Personal data relating to the participation of Members in the Programme will be processed and used for purposes serving Programme implementation in accordance with applicable data protection regulations such as the EU regulations that govern Kenya Airways frequent flier data base.

1.5.2 Personal data shall be used and exchanged by Kenya Airways, KENYA AIRWAYS and their Partners as required by the Programme. Furthermore, in order to enable Kenya Airways, or their Partners to offer products and services as well as for their direct marketing or communication purposes, information concerning the Member and the Member’s Programme participation may be transmitted confidentially between Kenya Airways, and their Partners for their sole usage. If the Member does not want to receive offers from Kenya Airways, and/or their Partners, the Member may object, under certain conditions, to the processing of his data for this purpose by notifying the Customer Service Centre at any time in writing. For further details we refer to the KENYA AIRWAYS privacy policy at www.Kenya Airways.com and the Kenya Airways security policy and data confidentiality policy at www.airKenya .com.

1.6 Auditing
1.6.1 The Company reserves the right to audit any and all accounts in the Programme at any time and without notice to the Member to ensure compliance with Programme rules and applicable conditions of carriage and/or tariffs.
1.6.2 In the event an audit reveals discrepancies or violations, the processing of Awards, Level and Award Miles accrual or Mileage Summaries may be delayed by the Company until the discrepancies or violations are resolved to the satisfaction of the Company. Pending such
resolution, Members may be prohibited from redeeming Miles, accessing lounges, and using Awards, services or benefits associated with the Programme as determined solely by the Company.
1.6.3 The Company reserves the right to inform the security officers of Kenya Airways, KQ-Msafiri Gold Credit card loyalty program partners or any Airline Partner about the serious misbehavior of the Member or discrepancies in the Member’s account.

1.6.4 The Company reserves the right to exchange information with Partners or their agents for auditing purposes.

1.7 Liability

1.7.1 The Company does not accept any liability whatsoever with respect to any damage, death, delay, injury or loss arising out of or in connection with services, Awards or benefits provided or not provided by Kenya Airways, KQ-Msafiri Gold Credit card loyalty program partners or the Airline or Non-Airline Partners under the Programme, save to the extent in which such damage or loss arises out of negligence by the Company, or was caused by the company with intent, or recklessly and with the knowledge that damage would probably result, except as otherwise provided by the Warsaw convention (as amended) or the Montreal Convention, whichever is applicable. Any claim must be lodged directly with the Partner.

1.7.2 Save as otherwise provided in clauses 1.2 and 1.7.1 above, the company shall not be liable for any loss or damage resulting from the termination of or the change in the Programme or for any withdrawal from the Programme by Kenya Airways, or one of the partners. The Company shall make reasonable efforts to inform the Member about any such changes or withdrawals as soon as possible.

1.7.3 If the Company or any Partner improperly denies a Member mileage credit, Awards, or some other benefit, the Member’s exclusive remedy shall be the issuance of the improperly denied mileage credit, Award or benefit by the Company, if available, or such other reasonable,
alternative and comparable benefits as determined by the Company, or re-crediting of the Award Miles spent, at the Member’s option. In the event of any of the afore mentioned improper denials, the liability of Kenya Airways, or any Partner shall be limited to the value of the Award concerned and compensation shall take the exclusive form of an Award or the re-crediting of the value in Award Miles.

1.7.4 Laws applicable in certain countries may impose restrictions on the conditions governing implementation or membership in the programme. Due to local laws and regulations, the Company may not be able to make available the Programme or parts thereof in certain countries or to certain individuals. The Company will not be liable when complying with such local laws and accordingly reserves the right to terminate a Member’s participation in the Programme and cancel whichever Level and Award Miles such Member may have accumulated.

1.7.5 The Member is liable for any claims from third parties, including the tax authorities, arising from membership in the Programme.

2 Earning Miles

2.1 Miles earned by the Member shall be credited to the Member’s account irrespective of the identity of the person or entity purchasing using the card or services, provided the Member has submitted the card at a point of sale terminal, and/or when signing the contract for provision of services by a Partner. Members are personally responsible for informing any third party or legal entity paying for the tickets, transaction or services, including but not limited to the Member’s employer, with respect to the Miles and advantages obtained under the Programme.

2.2 Each Member should verify that Miles have been duly credited to the member’s account, either by the Mileage Summary, Internet or via the customer Service Centre.
2.3 The Company reserves the right to debit the account of any Member who has acquired Miles unduly.
2.4 Miles earned unduly or fraudulently cannot be used for awards redemption.
2.5 All Purchases done using the KQ-Msafiri Gold Credit card are eligible for earning of miles.
Award Miles accumulation may be increased or reduced on some seasons based on demand.
2.6 In case of flight cancellations due to factors beyond Kenya Airways’, KQ-Msafiri Gold Credit card loyalty program partners’, Kenya Airways’ or other Airline Partners’ control, including but not limited to weather conditions, labor disputes or security reasons, conditions of carriage by the carrier applies.
2.7 All Level and Award Miles and subsequent Awards must be earned and used according to the rules and guidelines in these Terms and Conditions.
2.8 The Member doesn’t have to travel to earn Level and Award Miles.
2.9 In case of upgrades, Award Miles will be utilized and only on specific classes eligible for upgrade-SBM.
2.10 While the Company makes every attempt to provide accurate credit or mileage, it is the Member’s responsibility to counter-check their spend and miles earned with the bank.
2.11 Unless otherwise stated by the Company or its Airline Partners,
including KQ-Msafiri Gold Credit card loyalty program partners, Members who are also members of other loyalty programmes should note that Level and Award Miles can be accumulated for only one programme and Miles of KQ-msafiri loyalty program are not the same as other loyalty programs and in such, they are not related.
2.12 In the event that the member is also a participant of another loyalty programme with which KQ or one of their Partners are associated, the Member’s account shall not be credited for the same miles or the same service in both Programmes concurrently, except as otherwise laid down in KQ-MSAFIRI GOLD CREDIT CARD Communication.

3 Redeeming Award Miles for Awards.
3.1 When a Member has earned a sufficient number of Award Miles, the member may request an Award in writing, through the Internet or by telephone naming the beneficiary, in accordance with the procedures governing the issuance of Awards as set forth in KQ-MSAFIRI GOLD CREDIT CARD Communication.
Award booking and application procedures may be modified by the Company.

3.2 Awards are valid for a period of 12 months from the date of issuance of the Award, with some exceptions such as special Promotional Offers or those declared in a specific market (information provided locally). Once the ticket has been issued, a Member may, subject to conditions, change or cancel his Award ticket no later than one working day prior to departure of the first flight segment and shall do so by notifying the Customer Service Centre. Once the Award ticket has been issued, no change of beneficiary will be accepted under any circumstances. Before departure, the Member may change the date and/or destination within the same award zone through an immediate new reservation or may cancel the Award. After departure, the Member may only modify the return date and may cancel the return ticket. After the return date, if the trip has not been made, the Airline Award is no longer valid and cannot be refunded. An administrative fee in case of change and/or cancellation may be applicable as further defined in KQ-MSAFIRI GOLD CREDIT CARD Communication, except in the duly proven cases of (i) death or serious illness, serious complications in pregnancy, or serious injury of either the Member, one of the participants in the Award, or an immediate family member of the Member or (ii) fire, burglary, storm, or any similar serious event which reasonably prevents the Member from travelling. The member shall be required to supply documentation evidencing the foregoing to the reasonable satisfaction of the Company.

3.3 All Airline Awards must be taken on routes operated by Kenya Airways only, and should be ordered at least 2 weeks prior to departure. Non-airline Awards should be requested at least 2 weeks prior to date of use. Miles are deducted at the issuing of the Award (Award ticket or Award Upgrade) or the voucher (non-airline Award). The placing of Members on standby lists is not allowed.
3.4 All flight segments that are part of the same Award should be booked at the same time.

3.5 To travel with a child younger than two (2) years of age, an adult travelling with an Award ticket must make a reservation for the infant with the airline on which the Award ticket is issued, according to the applicable tariff rates of said airline. This reservation cannot be made by the customer Service Centre.
3.6 A beneficiary entitled to a travel-category reduction (child, student, senior citizen, etc.) cannot be granted any reduction in the number of Miles required for the Award ticket.
3.7 Award tickets and Award Upgrades are non-endorsable and cannot be used on an airline other than the airline whose designated airline code is indicated on the ticket, unless otherwise decided by the applicable airline at its reasonable discretion.
3.8 Lost, stolen or expired Awards will not be refundable, replaced or extended.
3.9 A Member can request an Award Upgrade for an eligible flight on an airline offering this Award as defined in KQ-MSAFIRI GOLD CREDIT CARD Communication subject to the condition that the Member has a confirmed (not waitlisted) and issued full-fare ticket. A Member can redeem Award Miles for only one Award Upgrade per flight. It is thus impossible to have a double Award Upgrade from Economy to First Class. The Award Upgrade is issued exclusively in the name of the Member or of anyone travelling with him on the same flight.
3.10 The Member or beneficiary of any Award is responsible for paying all applicable taxes, fees, levies and/or surcharges associated with the issue or use of an Award (including but not limited to customs, inspection, security, agriculture, fuel and departure charges) and obtaining necessary travel documents for the Airline Award, including visa vaccination and insurance. Furthermore, the Member or the beneficiary will adhere to any legally or otherwise required country-specific regulation and check the customs formalities in force in the destination country.
3.11 Only the Member is entitled to apply for an Award. The Member may order an Award either for himself or for any other person designated by the Member at the time the Award is requested, subject to the Terms and Conditions of the Programme.
In the event that the Member is legally incompetent (of major or minor age), the Award application must be signed by the Member’s legal guardian or representative.

3.12 If a Member has a complaint regarding the use of any Award, the member should notify the Customer Service Centre in writing within 21 days of the Award being used.

3.13 Depending on the Award involved, Airline Awards will be either sent to the Member’s regular mailing address as stored in the Company’s database, or collected at selected airport or city ticket offices allowed to issue Award tickets. The Company cannot be held responsible for delays or losses caused by postal service or by customs procedures. As soon as the Award application has been processed, the Miles required for the Award are debited to the Member’s account in accordance with the scale in force on the application date, first using the Miles earliest in date. Internal difficulties may result in late debits to accounts. Non-airline Awards are issued and forwarded to the Member’s mailing address. In the event of an e-ticket, the receipt will be sent to the e-mail address given by the Member. If tickets are issued by Kenya Airways or its establishments or agencies, Members must show their Card. If the person collecting the ticket is not the Member, that person must submit, for each ticket collection, in addition to the Card of the Member (or a copy thereof), proof of identity of the Member and a signed affidavit from the Member, bearing his original signature, authorizing such collection. This procedure may be modified or suspended at any time by the Company.

3.14 Awards tickets shall be issued for (i) a one-way flight, (ii) a return flight or (iii) an “open-jaw round trip flight” on Kenya Airways, KQ-Msafiri Gold Credit card loyalty program partners, Kenya Airways and/or their Airline Partners following the most direct route in both journey directions up to a maximum of six different flight segments. Subject to the conditions specified in KQ-MSAFIRI GOLD CREDIT CARD Communication, there may be a break in the journey (stopover). An “open-jaw round trip flight” is a round trip flight in which points of departure and arrival are different but within the same zone, or where the originating station for the return flight is different from the arrival station for the outgoing flight but within the same zone. Furthermore, Award tickets may also be issued for a “round the world trip” on Kenya Airways, and certain Partners defined in KQ-MSAFIRI GOLD CREDIT CARD Communication and shall in principle be in the same travel class of service throughout the journey and must include a half trip point, this being a point where the outward journey ends and where the homeward journey begins, unless otherwise provided for in KQ-MSAFIRI GOLD CREDIT CARD Communication. The number of possible breaks in the journey (stop overs) for such a “round the world trip” shall be specified at the time of booking. All Award tickets are subject to changes in air traffic rights, or decisions taken by the aforementioned airlines in their reasonable discretion to close any flight segments.
3.15 Award tickets may not be used for medical stretcher transport, baby seats, the accompaniment of children by hostess or to get an extra seat.

3.16 Airline Awards cannot be cumulated on the same flight for the same Member or his beneficiary.
3.17 Non-Airline Awards: Any Member having the required number of currently valid Miles may benefit from an Award for him or herself or any other persons designated by the Member under conditions and subject to restrictions notified to the Member. The Member may not, however, benefit from an Award in the form of a non-airline service totally free of charges unless he or she has already earned Miles with the Partner supplying the desired Award. Any beneficiary of an Award must meet the legal requirements for the use of the desired service (e.g. age, driving license) and must abide by the conditions laid down by the
Partner concerned, notably in regard to deposit payments on reservations with Partners.

4 Credit of Miles resulting from a transfer.

4.1 The calculation units of certain Partner loyalty programmes can be converted into Miles and transferred to the KQ-MSAFIRI GOLD CREDIT CARD account. Such transfers can only be effected between the personal account opened for the Member by the Partner and the KQ-MSAFIRI GOLD CREDIT CARD account of that same Member, unless otherwise indicated in KQ-MSAFIRI GOLD CREDIT CARD Communication. Any such transfer is irrevocable.

5 Miscellaneous
5.1 The present General Terms and Conditions supersede all previous documents containing such terms and conditions.

6. Promotions.
6.1 KQ might offer from time to time various discounts to his customers. These discounts may vary from time to time and KQ reserves the right to withdraw these offers based on company business performance and discretion.

7. Blackout periods.
Kenya Airways will from time to time black out specific routes for commercial purposes. This might affect your choice of flights at these times.

Contact KQ Msafiri Service Centre 1st floor, Barclays Plaza +254 020 3274 666 www.kenya-airways.com

Email KQ-Msafiricreditcard@kenya-airways.com