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  • COVID-19 UPDATES: FLIGHT SCHEDULE, ZERO CHANGE FEE & MORE

    Nothing is more important to us than your health and safety, as such in response to the latest developments in the COVID-19 outbreak around the world, Kenya Airways is taking different measures to maintain the highest level of safety security and hygene.

    As we continue to monitor the development of COVID-19 we have adjusted our flight schedules to other affected areas.

    • To better keep you informed, please make sure your contact details are up to date through Manage My Booking.

    • All Guest to refer to Flight Status for the latest flight information.

    SITUATION UPDATE #6 ON CORONAVIRUS AS AT 17TH MARCH 2020, 5:00 PM

    Change Fee Waived for Ticket Purchases

    This change waiver applies to:

    • All fare types, including groups and conferences.
    • All Kenya Airways destinations (excluding travel within Domestic Kenya ie: MBA/KIS).
    • All points-of-sale.
    • Ticket changes/Refunds must be completed by 31st March 2020.

    Future itinerary changes

    • Customers can change to a flight of equal or lesser value with no change fee.
    • If the new fare is of lesser value, there will be no refund or residual of the fare difference.
    • If the new ticket is a higher fare, the customer will only pay the fare difference.
    • A maximum of 2 changes are permitted free of charge.

    Cancellations

    • Refunds will only be possible via voucher. This can be utilized within 12 months fromdate of issue.
    • No Cash Refunds allowed.

    • SITUATION UPDATE #5 ON CORONAVIRUS AS AT 16TH MARCH 2020, 4:00 PM

      Change Fee Waived for Ticket Purchases

      Due to ongoing uncertainty over travel planning, Kenya Airways is offering a waiver for change fees on all fares for Travel on Kenya Airways Network excluding East Africa (Kenya, Uganda, Tanzania). This change gives customers the confidence to continue with travel plans even with the uncertainty of this situation.

      This change waiver applies to:

      • All fare types, including groups.
      • All destinations except travel within Kenya, To/From Tanzania & Uganda.
      • All points-of-sale.
      • All travel up to 31 May 2020 from the original ticket issue date.

      Future itinerary changes

      • Customers can change to a flight of equal or lesser value with no change fee.
      • If the new fare is of lesser value, there will be no refund or residual of the fare difference.
      • If the new ticket is a higher fare, the customer will only pay the fare difference.
      • A maximum of 2 changes are permitted free of charge.

      Cancellations

      • Refunds will only be possible via non-refundable/non-transferable voucher which can be used within 12months of issue.
      • Refund is permitted for tickets booked for travel up to 31May 2020.
    • SITUATION UPDATE #4 ON CORONAVIRUS AS AT 5TH MARCH 2020, 4:00 PM

      Change Fee Waived for Ticket Purchases.

      Due to ongoing uncertainty over travel planning, Kenya Airways is offering a waiver for change fees on all fares for intercontinental travel. Until March 31, 2020, all intercontinental tickets will be exempt from change fees. This change gives customers the confidence to continue with travel plans even with the uncertainty of this situation.

      This change waiver applies to:

      • All fare types, including groups
      • All intercontinental destinations
      • All points-of-sale
      • All travel up to 31st May 2020 from the original ticket issue date

      Future itinerary changes

      • Customers can change to a flight of equal or lesser value with no change fee.
      • If the new fare is of lesser value, there's no refund or residual of the fare difference.
      • If the new ticket is a higher fare, the customer only pays the fare difference.
      • A maximum of 2 changes are permitted free of charge.

        • To process your free change Click here

      Cancellations

      • Cancellation is possible for tickets booked for travel up to 31st May 2020.
      • Passengers booked to travel on cancelled flights to/from China, a full refund is permitted. For other intercontinental destinations, refunds will only be possible via non-refundable voucher which can be used within 12 months of issue.

        • Click here to submit your refund request.

        NOTE-This waiver applies to tickets booked for travel up to 31st May 2020. Ticket changes must be completed by 31st March 2020.

    • SITUATION UPDATE #3 ON CORONAVIRUS AS AT 7TH FEBRUARY 2020, 12:00 PM

      SCHEDULE CHANGES BANGKOK(BKK)-GUANGZHOU(CAN) FLIGHTS

      Following further assessment of the ongoing Coronavirus situation, we have adjusted our flights between Nairobi and Guangzhou with a schedule change from 11th February 2020 to 28th March 2020. See further details below.

      Flights suspended as below (local departure date):

      31st January 2020 until 28th March 2020      KQ886 Nairobi to Guangzhou

      31st January 2020 until 28th March 2020      KQ886 Nairobi to Guangzhou

      31st January 2020 until 29th March 2020      KQ887 Guangzhou to Bangkok and Nairobi

      8th to 10th February 2020 Flights scheduled as below (local departure date):

      8th to 10th February 2020     KQ886 Nairobi to Bangkok

      8th to 10th February 2020     KQ887 Bangkok to Nairobi

      • Nairobi – Bangkok – Nairobi operates7 times a week
      • Flight schedule both inbound and outbound remain the same as below:

      Flight No. start
      		End
      		Pattern
      		Origin
      		Destination
      		STD
      		 STA  Change
      KQ 886 8/Feb/2020 10/Feb/2020 1234567
      		NBO BKK
      		23:59
      		12:30 + 1
      		No Change
      KQ 887 8/Feb/2020 11/Feb/2020 1234567
      		BKK
      		NBO
      		01:00
      		06:05
      		No Change
      KQ 886 8/Feb/2020 10/Feb/2020 1234567 BKK
      		CAN
      		14:40
      		18:35
      		Cancelled
      KQ 887
      		8/Feb/2020
      		10/Feb/2020
      		1234567
      		CAN
      		BKK
      		21:40
      		23:35
      		Cancelled

      11th February till 28th March 2020 Flights scheduled change as below (local departure date):

      11th February till 28th March 2020 KQ886 Nairobi to Bangkok

      11th February till 28th March 2020 KQ887 Bangkok to Nairobi

      • Nairobi – Bangkok – Nairobi operates 5 times a week.
      • Nairobi – Bangkok: Day 1 and Day 3 flights will be suspended
      • Bangkok – Nairobi: Day 2 and Day 4 flights will be suspended

      Flight No. start
      		End
      		Pattern
      		Origin
      		Destination
      		STD
      		 STA  Change
      KQ 886 11/Feb/2020 28/Mar/2020 .2.4567

      		NBO BKK
      		08:30
      		22:00
      		Retime

      KQ 887 11/Feb/2020 29/Feb/2020 1.3.567
      		BKK
      		NBO
      		01:00
      		06:05
      		Time Remain

      KQ 886 11/Feb/2020 28/Feb/2020 1234567 BKK
      		CAN
      		14:40
      		18:35
      		Cancelled
      KQ 887
      		11/Feb/2020
      		29/Feb/2020
      		1234567
      		CAN
      		BKK
      		21:40
      		23:35
      		Cancelled
    • SITUATION UPDATE #2 ON CORONAVIRUS AS AT 31ST JANUARY 2020, 09:13 AM

      Further to our prior communication regarding the current Coronavirus outbreak, we have decided to temporarily suspend all flights to and from Guangzhou starting Friday, 31st January 2020, until further notice. We, however, clarify that our service between Nairobi and Bangkok remains operational.

      Our consultation with the Ministries of Health and Foreign Affairs will continue and we will provide an update as the situation develops.

      In the meantime, we have implemented additional precautionary measures to ensure that our staff and customers are safe. These include screening of all passengers at the Guangzhou Airport. Passengers from Wuhan and surrounding districts will ONLY be accepted on our flights after clearance by the Guangzhou Airport health authorities. In addition, our crew have been trained and sensitized on how to handle the situation.

      We apologise to all our customers for the inconvenience and reaffirm that the safety of our customers and staff remains our highest priority.


      Mainland China flights – Rebooking and Refund options

      Following the Coronavirus outbreak in China and subsequent suspension of our service to Guangzhou, our guests to and from Guangzhou have the option to rebook their tickets free of charge. We are also extending a full refund to customers whose travel plans are affected by this suspension and do not wish to rebook their tickets to travel with us at a later date.

      As our service to Bangkok remains uninterrupted, we assure our customers and staff that we will continue to take the necessary precautionary measures to ensure their safety. We continue to closely monitor the situation in China and will provide updates accordingly.

      Following the Corona Virus Outbreak being experienced in China Kenya Airways Guests To & From Guangzhou maybe offered the following options

      FOR WHOLLY UN-UTILIZED TICKETS:

      • Full refund is allowed
      • Refund penalties are waived
      • Refund application should be submitted on or before 29th February 2020

      FOR PARTIALLY UTILISED TICKETS:

      • Refund less 70% of the return fare paid
      • Refund penalties are waived
      • Refund application should be submitted on or before 29th February 2020. To access the online refund form click here

      REBOOKING:

      • Change of Reservation Penalty waived.
      • No show penalty waived.
      • The new travel dates must be made, and tickets reissued by 29th February 2020
      • Should the guest wish to make further changes, Normal ticket rules will apply.

      Please Note:

      This waiver applies to booked and ticketed guests travelling to/from Guangzhou between 17Jan - 31st March 2020. Rebooking must be complete by 29th February 2020

    • SITUATION UPDATE #1 ON CORONAVIRUS AS AT 29TH JANUARY 2020, 6:26 PM

      Kenya Airways, in liaison with the Ministries of Health and Foreign Affairs, will continue to monitor the developments regarding the outbreak of the Coronavirus in Wuhan Province, China. The Airline remains in consultation with the Ministry of Health and would like to assure our customers that we are evaluating all options and we will communicate the next steps of action at the appropriate time.

      In the meantime, we have implemented additional precautionary measures to ensure that our staff and customers are safe. These include screening of all passengers at the Guangzhou Airport. Passengers from Wuhan and surrounding districts will ONLY be accepted on our flights after clearance by the Guangzhou Airport health authorities. In addition, our crew have been trained and sensitized on how to handle the situation. We would like to reiterate that the safety and security of our staff and passengers remain our highest priority.

    FREQUENTLY ASKED QUESTIONS - CORONAVIRUS

    • 1. What are the safety, security and hygiene measures are you taking?

      We appreciate the support you have given us over the years. We at Kenya Airways are committed to safeguarding your health and wellbeing, including that of our staff whenever you fly with us.

      Amid the rising concern of the COVID-19 (Coronavirus), I would like to assure you that we have put in place measures to maintain the highest levels of hygiene by initiating the following steps:

      • Enhanced cleaning and sanitizing procedures in all our aircraft before a flight. These procedures cover: seat armrests, seat pockets, headrests, tray tables, seatbelts, galleys, overhead luggage compartments, windows, carpets and lavatories.
      • Increased the frequency of layover cleaning of our aircraft from once every fourteen days to seven.
      • Made hand sanitizers available in our aircraft, offices and other service areas.
      • Availed personal protective equipment to our staff based on the level of risk they are exposed to in their respective workstations.
      • Trained and sensitized our crew and staff on various measures to ensure they protect themselves.
      • Ensured that all our cabin groomers wear personal protective equipment.
      • Encouraging handwashing and healthy hygiene practices among our staff and other stakeholders.
      • Using disposable hand towels on all classes of travel.
      • All our aircraft have High Efficiency Particulate Air (HEPA) filtration systems installed to keep the air clean during flight.
      • We replace all blankets, linen, pillow covers, headrest covers and headsets with fresh sets.
      • In effort to minimise the transmission of any communicable diseases that may be spread as a result of personal contact. Guest are hereby advised to carry their own head/ ear phones that can be used together with a 3 pin jack.

      We work closely with the local health authorities in Kenya and across our network, as well as follow guidelines provided by the World Health Organisation, IATA and other global health authorities.

    • 2. Are flights to and from China still on sale?

      All flights into Guangzhou are closed for sale until 30th April 2020. For all guests affected by Guangzhou flight cancellations, up until 31st May 2020, Kenya Airways will take the responsibility to manage your rebooking to your final destination. We will make all effort to get in touch directly via contacts already in your booking references. Contact will initially be made from our centralised contact centre.

      For guests already on flights into Nairobi or already in JKIA with onward connections into Guangzhou, flight rebooking’s will be handled at the airport.

      Our approach is now to rebook affected guests via the most direct alternative to CAN or to the closest most convenient point near Guangzhou. KQs code on China Southern is still active and will not be removed.

    • 3. Is there any consideration being given to canceling that route (flight operations) for now, if yes, when is this being considered?

      Kenya Airways has taken the decision to cancel all KQ flights operations to Guangzhou, China for the rest of the winter schedule ending 28th March 2020.

      Further, Kenya Airways has reduced to three weekly flights into Bangkok (BKK). From March 2020, our Bangkok flight will only operate on Thursdays, Fridays and Sundays.

      For guests already booked on these flights our Contact centre teams have already initiated contact directly via contact details provided in your tickets or indirectly via your travel agents.

    • 4. If I want to change or cancel my booking/ ticket(s) what are my options?

      For guests impacted by Guangzhou(CAN)/Bangkok(BKK) cancellations/ flight adjustments for departures until May 2020 and want to amend/ cancel their bookings/tickets; can do so. Should the guest wish to make further changes, normal ticket rules will apply

      This change waiver applies to:

      • All fare types, including groups
      • All intercontinental destinations
      • All points-of-sale
      • All travel up to 31 May 2020 from the original ticket issue date

      Future itinerary changes

      • Customers can change to a flight of equal or lesser value with no change fee.
      • If the new fare is of lesser value, there's no refund or residual of the fare difference.
      • If the new ticket is a higher fare, the customer only pays the fare difference.
      • A maximum of 2 changes are permitted free of charge.

      Cancellations

      • Passengers booked to travel on cancelled flights to/from China, a full refund is permitted. For other intercontinental destinations, refunds will only be possible via non-refundable or non-transferable voucher which can be used within 12 months of issue.
      • Cancellation is possible for tickets booked for travel up to 31st May 2020.
    • 5. What measures are we taking since we are still operating that route?

      Kenya Airways has now taken the decision to cancel all KQ flights operations to Guangzhou, China up to April 2020. Further Kenya Airways has taken the decision to reduce frequencies into Bangkok from daily to 3 times weekly and adjusted the flight departure and arrival times. The specifics are indicated in answers to question 2 above

      However, for all flights previously operated since this situation arose we took the following actions:

      • Screening of all passengers at the Guangzhou Airport
      • Passengers from Wuhan and surrounding districts were ONLY accepted on our flights after clearance by the Guangzhou Airport health authorities.
      • Our crew have been trained and sensitized on how to handle the situation
    • 6. Why are we still operating to Guangzhou?

      Kenya Airways is now not operating into CAN. Kenya Airways has taken the decision to cancel all KQ flights operations to Guangzhou, China until April 2020.

    • 7. Are we aware that coronavirus stays in the body for 5 days before being detected?

      For information about this virus seek details from official sources like the World health organization website(WHO).

    • 8. Since Bangkok is the 2nd highest in terms of spreading of the virus, do the rules and restrictions also apply on our flight reservations to Bangkok?

      As a result of our flight cancellations into Guangzhou, Kenya Airways flights into Bangkok, Thailand have been further adjusted as follows: -

      • Frequencies reduced from daily to 3 times weekly.
      • Flight times have been adjusted from night departures out of Nairobi at 2359Hrs to day departures at 0830Hrs.

      We continue to monitor the situation in China and its environs and will take actions as necessary.

    • 9. Can KQ waive penalties to Bangkok for passengers not willing to travel?

      Ticket change penalties have now been waived for all passengers travelling to and from Bangkok on flights with departure up to 31st May 2020. The waiver applies for all changes purchased before 29th February 2020.

    • 10. Is KQ offering hotel accommodation to guests already in Nairobi (NBO) or airborne??

      Our airport teams will attend to all guests who are already airborne or in Jomo Kenyatta International Airport with onward connections on affected flights. Where hotel accommodation is required, then it will be provided.

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