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Covid 19

Message from CEO

Greetings,
I appreciate the unwavering support you have given Kenya Airways over the years. We are committed to safeguarding the health and wellbeing our staff and customers whenever you fly with us. Amidst the rising concern of COVID-19 (Coronavirus), I would like to assure you that we have in place measures to maintain the highest levels of safety, security and hygiene.

We are working closely with both local and global health authorities, as well as following guidelines provided by the World Health Organisation and IATA to protect you whenever you are on board any of our services. Once again I thank you for choosing to fly with us and assure you that we will continue implementing measures to mitigate against the effect of Coronavirus.

Regards,
Allan Kilavuka

 

We care for your Safety, Security & Hygiene

In response to the latest developments in the COVID-19 outbreak around the world, the following measures have been put in place to maintain the highest levels of safety, security and hygiene:

  • Activation of our Crisis Management protocol to proactively address situations as they arise and implement appropriate actions.
  • Working closely with both local and global health authorities, as well as following guidelines provided by the World Health Organisation and IATA to protect your well-being.
  • We have stopped issuing headsets for use across all flights. This is to support other efforts that minimise person-to -person transmission of communicable diseases. We advise you to carry your own headsets/ earphones that are compatible with a 3pin jack, which can be purchased at duty free stores across all airports.
  • 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 once every seven days.
  • Availing hand sanitizers in our aircraft, offices and other service areas.
  • Availing personal protective equipment to our staff based on the level of risk they are exposed to in their respective workstations.
  • Training and sensitizing our crew and staff on various measures to ensure they protect themselves.
  • Ensuring 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.
  • Installation of High Efficiency Particulate Air (HEPA) filtration systems in all our aircrafts to clean the air during flights.
  • Replacing all blankets, linen, pillow covers and headrest covers with fresh sets.

Your latest schedule update due to Covid-19

We in Kenya Airways have been working hard to help our passengers return to their homes given the increased travel restrictions across the world.

We have been forced to reduce our network by over 70% and it had become increasingly difficult to continue offering international passenger services. Today March 22, 2020 the Government of Kenya has issued a directive that requires all incoming and outgoing international passenger traffic to and from Kenya to cease from midnight on 25th March 2020.

To comply with this directive, we have therefore temporarily suspended all international services effective midnight 25th March 2020, until further notice.

We will continue to operate cargo flights particularly so that we are available to offer emergency services or much needed supplies. 

We aim to provide affected customers with updated information as early as possible hence;

  • Please make sure your contact details are up to date on our Manage My Booking.
  • We encourage all guest to check their Flight Status on upcoming travel due to the rapidly evolving schedule changes.

Please note due to Covid-19 our flight schedule is rapidly evolving as we are guided by the different countries border regulations.

 

 

MOMBASA

  • Suspended
  • 7th April - 15th July

KISUMU

  • Suspended
  • 7th April - 15th July

GUANGHZOU

  • Suspended
  • 31st January - 1st August

BANGKOK

  • Suspended
  • 19th March - 1st August

NEW YORK

  • Suspended
  • 25th March - 1st August

ROME

  • Suspended
  • 13th March - 1st August

GENEVA

  • Suspended
  • 13th March - 1st August

KHARTOUM

  • Suspended
  • 19th March - 1st August

DJIBOUTI

  • Suspended
  • 19th March - 1st August

MALINDI

  • Suspended
  • 17th March - Further Notice

MOGADISHU

  • Suspended
  • 19th March - 1st August

ANTANANARIVO

  • Suspended
  • 20th March - 1st August

DAR ES SALAAM

  • Suspended
  • 25th March - 1st August

KILIMANJARO

  • Suspended
  • 20th March - 1st August

KIGALI

  • Suspended
  • 20th March - 1st August

ZANZIBAR

  • Suspended
  • 23rd March - 1st August

BAMAKO

  • Suspended
  • 20th March - 1st August

YAOUNDE

  • Suspended
  • 21st March - 1st August

DOUALA

  • Suspended
  • 21st March - 1st August

BRAZZAVILLE

  • Suspended
  • 22nd March - 1st August

BANGUI

  • Suspended
  • 22nd March - 1st August

BUJUMBURA

  • Suspended
  • 25th March - 1st August

BLANTYRE

  • Suspended
  • 20th March - 1st August

LUANDA

  • Suspended
  • 24th March - 1st August

MUMBAI

  • Suspended
  • 22nd March - 1st August

FREE TOWN

  • Suspended
  • 22nd March - 1st August

DAKAR

  • Suspended
  • 21st March - 1st August

LUBUMBASHI

  • Suspended
  • 21st March - 1st August

KINSHASHA

  • Suspended
  • 21st March - 1st August

NAMPULA

  • Suspended
  • 25th March - 1st August

DUBAI

  • Suspended
  • 25th March - 1st August

LONDON

  • Suspended
  • 25th March - 1st August

PARIS

  • Suspended
  • 25th March - 1st August

JOHANNESBURG

  • Suspended
  • 25th March - 1st August

AMSTERDAM

  • Suspended
  • 24th March - 1st August

ADDIS ABABA

  • Suspended
  • 25th March - 1st August

SEYCHELLES

  • Suspended
  • 25th March - 1st August

HARARE

  • Suspended
  • 25th March - 1st August

ACCRA

  • Suspended
  • 25th March - 1st August

ABDIJAN

  • Suspended
  • 25th March - 1st August

LUSAKA

  • Suspended
  • 26th March - 1st August

MORONI

  • Suspended
  • 25th March - 1st August

CAPE TOWN

  • Suspended
  • 25th March - 1st August

LIVINGSTONE

  • Suspended
  • 25th March - 1st August

VICTORIA FALLS

  • Suspended
  • 25th March - 1st August

DZAOUDZI

  • Suspended
  • 25th March - 1st August

ENTEBBE

  • Suspended
  • 25th March - 1st August

JUBA

  • Suspended
  • 25th March - 1st August

LAGOS

  • Suspended
  • 25th March - 1st August

LUANDA

  • Suspended
  • 25th March - 1st August

LILONGWE

  • Suspended
  • 25th March - 1st August

MAPUTO

  • Suspended
  • 25th March - 1st August

NDOLA

  • Suspended
  • 25th March - 1st August

MAURITIUS

  • Suspended
  • 25th March - 1st August

MONROVIA

  • Suspended
  • 25th March - 1st August

 

 

More Flexibility and Peace of Mind as you make your travel plans.

Kenya Airways is now giving you more flexibility on your ticket by allowing you to leave it open until 30th June 2021.

Your ticket will be reissued free of charge for the same booking class and seasonality on available future flights. This flexibility applies to tickets issued on or before the 30th June 2020 for travel between 1st February 2020 to 30th September 2020.

Due to the ongoing uncertainty over travel plans resulting from the effects of the COVID-19 Pandemic, Kenya Airways is offering a waiver on change fees on all fares. This waiver gives the customer the confidence and peace of mind to continue with the travel plans amidst the uncertainties of this situation.

This waiver will apply to:

  • All fare types, including groups and conferences.
  • All Kenya Airways destinations.
  • All points-of-sale
  • All travel Between 1st of February 2020 and 30th September 2020

Ticket changes must be completed by 30th June 2021.

Future itinerary changes:

  • Customers can change to a flight of lesser value with no change fee.
  • If the new fare is of a lesser value, refund on residual value of the fare difference is not applicable.
  • If the new ticket is a higher fare, the customer will only pay the fare difference.
  • Unlimited changes permitted free of charge.

Once you are ready to travel, contact us on Tel: +254 20 327 4747 Mobile: +254 711 024 747 or on email at Customer.Relations@kenya-airways.com. You can also visit your nearest Kenya Airways office or your preferred Travel agent.

If you purchased your ticket before or on 30th June 2020 for travel between 1st February 2020 and 30th September 2020, Kenya Airways is allowing you an easy and flexible option that enables you to leave your ticket open until 30th June 2021 giving you ample time to reorganise your travel plans as per your comfort and convenience.

Your ticket will be reissued free of charge for the same booking class and seasonality on available future flights..

Compensation because of Cancellation as per EU regulation.

You are not entitled to compensation based on the EU Regulation 262/2004. Cancellation of flights due to the Covid-19 pandemic is considered an extraordinary circumstance which exempts airlines from paying compensation.

If you do not wish to take advantage of the hustle -free open ticket option kindly click here to fill in the Online Refund Form and request for a refund.

Frequently Asked Questions on COVID-19

Due to Covid-19 developments, we are currently experiencing extremely high call volumes and are unable to respond to all of them on time. Please note Contact Center are prioritizing flight re-bookings for guests who are scheduled to travel within the next 72hrs. We have created the below FAQs to help with some of the questions you may have. If none of the below addresses your query kindly bear with us and reach us through our call center.

  1. If you purchased a ticket before 30th June 2020, for travel until 30th September 2020, please complete the online rebook form below to change your flight
  2. If you purchased a ticket after 30th June 2020, for travel after 30th September 2020, normal change fee policy applies. Use Manage My Booking to change flights
  1. If you purchased a non-refundable ticket before 30th June 2020, for travel until 30th September 2020, please complete the online refund form to obtain a travel voucher. This voucher is non-transferable voucher is valid for 1 year on all Kenya Airways flights. The voucher can be refunded 12 months from date of issue to the original form of payment.
If you purchased a non-refundable ticket before 30th June 2020, for travel until 30th September 2020, please contact your travel agents to request for refund in form of a travel voucher(EMD).
  1. If your ticket meets the waiver criteria (including travel dates until 30th June 2020 for tickets purchased in April 2020) we encourage to use the online refund form

A voucher is a document issued by the airline in form of Electronic Miscellaneous Document (EMD). You will qualify for a voucher (EMD) If you purchased a ticket before 30th June 2020, for travel until 30th September 2020.

Yes, if the change is done within the validity of the ticket.

You can request for a voucher valid for 12 months that will allow you to rebook your flight when you are ready.

Yes, Kenya airways may offer re-routing flexibility only within its network but this is subject to flight availability if situation is due Corona virus crisis. The customer will be required to pay the fare difference if the re-route option has a higher fare. However, no refund is due if the fare is lower.

Kenya Airways and Partner airlines are currently offering a change of booking at no extra cost. For tickets purchased on Partner airlines we will recommend that you contact the concerned airlines for detailed information about the rebooking possibilities and waivers.

No, if your ticket has expired you will not qualify for a rebooking nor refund. Normal ticketing rules apply.

 

Tips to our to customers reduce the risk of infection

wash hands

Wash Your hands regularly

Wash your hands regularly with soap and running water or use an alcohol-based hand sanitizer.

Cover your mouth

Cover mouth when sneezing

Cough or sneeze into disposable tissues or clothing and wash your hands immediately.

Physical contact

Maintain social distance

Avoid hugging and touching.

avoid touching face

Avoid touching your face.

Avoid touching your face, eyes, mouth, and nose.

Information on what our Skyteam Partners are doing to ensure your well being.