UK Electronic Travel Authorisation Requirement
Read More
Quick links
Popular searches
UK Electronic Travel Authorisation Requirement
Read MoreQuick links
Popular searches
As part of our commitment to transparency and care, Kenya Airways ensures that passengers departing from Thailand are protected under the Civil Aviation Board (CAB) Regulation No. 101. This regulation outlines your rights in the event of denied boarding, flight delays, cancellations, or changes in travel class.
You may be eligible to the provisions described below if:
As part one of our customer promise, which is to provide a "delightful experience with a caring African touch", we have ensured our pricing is clear and easy to understand. Thus, your ticket will show the following where necessary.
In the event of a flight delay, Kenya Airways will provide assistance based on the duration of the delay and the flight distance, in accordance with Thailand’s Civil Aviation Board Regulation No. 101.
If you are denied boarding against your will or your flight is cancelled, and the disruption is not caused by extraordinary circumstances, Kenya Airways will provide you with care, compensation, and alternative travel options as outlined below:
You are entitled to compensation based on the flight distance:
You will be offered the choice of:
Kenya Airways is committed to the comfort and safety of all passengers during unexpected ground delays. In accordance with Thailand’s Civil Aviation Board Regulation No. 101, we ensure that essential care is provided when passengers are required to remain onboard during extended tarmac delays.
If a flight remains on the tarmac for more than 3 hours without a confirmed take-off, and it is not restricted by safety, security, or air traffic control, passengers will be permitted to disembark. During such delays, we will also ensure:
In some situations, your right to compensation may not apply. These are known as extraordinary circumstances — events that are beyond the airline’s control even when all reasonable measures have been taken.
Compensation will not be provided if the disruption is due to:
Compensation is also not due if:
If you are entitled to a refund for your ticket or a portion of it due to cancellation, denied boarding, or significant delay, Kenya Airways will process the reimbursement within the following timelines:
Refunds are issued using the original form of payment unless otherwise agreed.
You may be asked to return unused flight coupons and confirm identity before processing.
If you choose to receive a travel voucher instead of a cash refund or compensation, the following terms apply:
If you believe that you were denied boarding, or your flight was delayed or cancelled and you consider your air passenger rights were not honored, you can submit a complaint to Kenya Airways Customer Support. Or you can file a complaint at www.caat.or.th
Kenya Airways
Loyalty Program
Popular Destinations
© 2025 Kenya Airways PLC. All rights reserved.
Browser Compatibility Notice
The browser you are using is not supported.
For the best website experience, please view the website within Google Chrome, Firefox, or Microsoft Edge.
Set your preferences
Country
Language
Browser Compatibility Notice
The browser you are using is not supported.
For the best website experience, please view the website within Google Chrome; Firefox; or Microsoft Edge.