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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. In the meantime, our domestic flights to Mombasa and Kisumu remain operational.

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.

 

 

GUANGHZOU

  • Suspended
  • 31st January - 30th April

BANGKOK

  • Suspended
  • 19th March - 30th April

NEW YORK

  • Suspended
  • 25th March - 6th April

ROME

  • Suspended
  • 13th March - 30th April

GENEVA

  • Suspended
  • 13th March - 30th April

KHARTOUM

  • Suspended
  • 19th March - 6th April

DJIBOUTI

  • Suspended
  • 19th March - 18th April

MALINDI

  • Suspended
  • 17th March - Further Notice

MOGADISHU

  • Suspended
  • 19th March - 6th April

ANTANANARIVO

  • Suspended
  • 20th March - 1st May

DAR ES SALAAM

  • Suspended
  • 25th March - 6th April

KILIMANJARO

  • Suspended
  • 20th March - 30th April

KIGALI

  • Suspended
  • 20th March - 30th April

ZANZIBAR

  • Suspended
  • 23rd March - 30th April

BAMAKO

  • Suspended
  • 20th March - 30th April

YAOUNDE

  • Suspended
  • 21st March - 30th April

DOUALA

  • Suspended
  • 21st March - 30th April

BRAZZAVILLE

  • Suspended
  • 22nd March - 30th April

BANGUI

  • Suspended
  • 22nd March - 30th April

BUJUMBURA

  • Suspended
  • 25th March - 6th April

BLANTYRE

  • Suspended
  • 20th March - 29th April

LUANDA

  • Suspended
  • 24th March - 30th April

MUMBAI

  • Suspended
  • 22nd March - 6th April

FREE TOWN

  • Suspended
  • 22nd March - 29th April

DAKAR

  • Suspended
  • 21st March - 16th April

LUBUMBASHI

  • Suspended
  • 21st March - 20th April

KINSHASHA

  • Suspended
  • 21st March - 21st April

NAMPULA

  • Suspended
  • 25th March - 6th April

DUBAI

  • Suspended
  • 25th March - 6th April

LONDON

  • Suspended
  • 25th March - 6th April

PARIS

  • Suspended
  • 25th March - 6th April

JOHANNESBURG

  • Suspended
  • 25th March - 7th April

AMSTERDAM

  • Suspended
  • 24th March - 6th April

ADDIS ABABA

  • Suspended
  • 25th March - 6th April

SEYCHELLES

  • Suspended
  • 25th March - 6th April

HARARE

  • Suspended
  • 25th March - 6th April

ACCRA

  • Suspended
  • 25th March - 6th April

ABDIJAN

  • Suspended
  • 25th March - 6th April

LUSAKA

  • Suspended
  • 26th March - 6th April

MORONI

  • Suspended
  • 25th March - 6th April

CAPE TOWN

  • Suspended
  • 25th March - 6th April

LIVINGSTONE

  • Suspended
  • 25th March - 6th April

VICTORIA FALLS

  • Suspended
  • 25th March - 6th April

DZAOUDZI

  • Suspended
  • 25th March - 6th April

ENTEBBE

  • Suspended
  • 25th March - 6th April

JUBA

  • Suspended
  • 25th March - 6th April

LAGOS

  • Suspended
  • 25th March - 6th April

LUANDA

  • Suspended
  • 25th March - 6th April

LILONGWE

  • Suspended
  • 25th March - 6th April

MAPUTO

  • Suspended
  • 25th March - 6th April

NDOLA

  • Suspended
  • 25th March - 6th April

MAURITIUS

  • Suspended
  • 25th March - 6th April

MONROVIA

  • Suspended
  • 25th March - 6th April

 

 

For your peace of mind as you make your travel plans

The Covid-19 situation is developing at a high pace; as such we understand that your concern may not be about travelling with Kenya Airways, but about the health situation in your intended destination. Kenya Airways offers you peace of mind as you make these travel plans. Please read below, our updated policy on Zero change fee and Cancelation.

Due to the ongoing uncertainty over travel plans, Kenya Airways is offering a waiver on change fees on all fares excluding travel within Domestic Kenya ie: MBA/KIS. This change gives customers the confidence to continue with travel plans even with the uncertainty of this situation.

This waiver will apply to:

  • All fare types, including groups and conferences.
  • All Kenya Airways destinations (excluding travel within Domestic Kenya i.e.: MBA/KIS).
  • All points-of-sale
  • All travel up to 30th June 2020

Ticket changes/Refunds must be completed by 31st April 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.

If you purchased a ticket before 31st March 2020 for a flight scheduled to travel until 30th June 2020, you may cancel your trip and request for a full refund. Click here to fill the online refund form.
Refund will be issued in form of a non-refundable and non-transferable voucher, also known as an Electronic Miscellaneous Document (EMD).

If you purchased a non-refundable ticket before 31st March 2020, please complete the form below to obtain a travel voucher. This non-refundable and non-transferable voucher is valid for 1 year on all Kenya Airways flights.

Please note: No cash refunds allowed

Compensation because of Cancellation as per EU regulation.

You are not entitled to compensation based on the EU Regulation 261/2004. Cancellation of flights due to the Coronavirus is considered an extraordinary circumstance, which exempts airlines from paying compensation.

Your flight has been cancelled

If your flight has been cancelled and you no longer want to travel, you can obtain a refund in form of a voucher(EMD) from your sales agent.
If you purchased your ticket on our website, you can request a refund in form of a voucher (EMD) by completing the refund form.

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 31st March 2020, for travel until 30th June 2020, please complete the online rebook form below to change your flight
  2. If you purchased a ticket after 31st March 2020, for travel after 30th June 2020, normal change fee policy applies. Use Manage My Booking to change flights
  1. If you purchased a non-refundable ticket before 31st March 2020, for travel until 30th June 2020, please complete the online refund form to obtain a travel voucher. This voucher is non-refundable and non-transferable voucher is valid for 1 year on all Kenya Airways flights.
If you purchased a non-refundable ticket before 31st March 2020, for travel until 30th June 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 March 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 31st March 2020, for travel until 30th June 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.