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Airtel Money FAQs


  • Please click on the "Q" sign below to view the answer to the questions.

  • Who can use this service?

    Anyone who has made a booking with Kenya Airways and is a Airtel Money registered customer through the Airtel Money Menu.

  • How do I book via website?.

    To make a booking via the website go to www.kenya-airways.com 

  • How do I make a booking via the Kenya Airways Contact Centre?

    To do this please call
    Landline: +254-(0)20-3274747 (Chargeable Calls)
    Mobile: +254 - (0)711 024 747 or +254 - (0)734 104 747 (Chargeable Calls).

  • How do I register for Airtel Money?

    You can register for Airtel Money FREE of charge at any authorized Airtel Money agent countrywide. You will need a copy of your ID card to register for Airtel Money.

  • I am registered for Airtel Money but do not have the Airtel Money Menu on my phone?

    If you register for Airtel Money and do not have the Menu, visit you’re nearest authorized Airtel Money agent and request for a SIM Swap.

  • How do I purchase a ticket via Airtel Money?

    Using your phone, Go to Airtel Money or Me2U ( SIM dependent ), Select Money, Select To Nick Name/Business Name ( Enter/ Type KQPAY ), Confirm Transaction, Enter Airtel Money password/ PIN , Under Reference (Enter the Reference Number Provided after the Booking on the Website or by the Agent at the Contact Center)and click Send / OK.

  • What is the Airtel Money/KQ business number to be used?

    The Airtel Money platform does not have use of a business number. Airtel Money uses a feature called Nick Name/Business Name. Enter the Nick Name/Business Name ‘KQPAY’ in the ‘To Nick Name/Business Name ’ function on the Airtel Money Menu and proceed with the instructions

  • How much does it cost to purchase a KQ ticket via Airtel Money?

    Transaction Amount Charge ( 0.5% of amount )
    Ksh 50 – 2500 Upto Ksh 12.5
    Ksh 2501 -5000 Upto Ksh 25
    Ksh 5001 -10000 Upto Ksh 50
    Ksh 10001 -35000 Upto Ksh 175
    Ksh 35001-70000 Upto 350

  • What should I do if I make an error when entering the Reference number?

    In the event that you make an error when paying for your ticket kindly contact Kenya Airways Contact Center on the following numbers:
    Landline: +254- (0)20-327 4747
    Mobile: +254 - (0)711 - 02 4747 or +254 -(0)734 10 4747
    Your normal call charges will apply. If calling from outside Kenya, dial country code +254 as shown above and drop the (0) in the telephone number.

  • How much money do I send to Kenya Airways when paying for my ticket?

    The value to be paid is the value of the ticket advised to you by either the Contact Center Agent or quoted on Kenya Airways website. For example, if the ticket value provided by Kenya Airways is Ksh. 20,000 then you will need to send only Ksh.20, 000 to the “KQPAY” Nick Name/Business Name via Airtel Money. If your Kenya Airways ticket price is over Ksh.70, 000 please send the Airtel Money payment in two Airtel Money transactions, as the Airtel Money transaction limit of Ksh.70,000 still applies. For example, to pay Ksh.95,000 you could first pay Ksh. 70,000, and then Ksh. 20,000.

  • Will ticketing for my payment be done immediately once I make my Airtel Money payment?

    Once Kenya Airways confirms that the payment has been made against your reference number, we will then ticket the payment and send you and SMS with your Ticket Number.

  • What proof of purchase will I receive?

    Your ticket will be availed to you through the forwarding email address you have provided. You will also receive an SMS with your ticket number that you can print out at any Kenya Airways Sales Office.

  • What if I need a Refund?

    To apply for your Airtel Money refund call our Call center on
    Landline: +254- (0)20-327 4747
    Mobile: +254 - (0)711 - 02 4747 or +254 -(0)734 10 4747 or apply online here.
    NOTE: The refund process takes

  • What will I present at the airport as confirmation for my booking and payment?

    Your ticket will be availed to you through the forwarding email address you have provided. You will also receive an SMS with your ticket number that you can print out at any Kenya Airways Sales Office.

  • Your ticket will be availed to you through the forwarding email address you have provided. You will also receive an SMS with your ticket number that you can print out at any Kenya Airways Sales Office?

    To apply for your Airtel Money refund call our Call center on
    Landline: +254- (0)20-327 4747
    Mobile: +254 - (0)711 - 02 4747 or +254 -(0)734 10 4747 or apply online here.
    NOTE: The refund process takes 21 working days from the day the refund request is placed.

  • Is there a limit on the ticket amounts to purchase?

    Note that normal AML Limits for Airtel Money Transactions apply. The maximum amount that a Airtel Money subscriber can send per transaction is Ksh 70,000 and Ksh 140,000 in one day.

  • Am I limited in the number of times I can make bookings via Airtel Money?

    This depends on your transactional limit of Ksh 140,000. As long as the value of tickets bought via Airtel Money does not exceed Ksh 140,000.

  • How do I pay for my change of reservation?

    For this please get in touch with any of our sales offices or Contact Center on
    Landline: +254-(0)20-327 4747
    Mobile: +254 - (0)711 02 4747 or +254 -(0)734 10 4747

  • What do I do incase I have an issue with my Airtel Money account?( Airtel Money line )?

    Kindly contact Airtel customer Care on 111 from your Airtel line (Free of charge), or 0733 100 111 from other networks for assistance (Chargeable call)..