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Covid 19

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Message from Sales Director

Dear Travel Partner,
Whilst acknowledging that the current Coronavirus pandemic has created unprecedented disruption to travel, we do recognize that as partners in the travel industry we need to work closer to service the needs of our clients. Many of our clients are now hesitant to travel as they have concerns about COVID-19 and the disruptions resulting from the restrictions instituted by various Governments across the world.

We therefore need to assure our clients that their bookings on Kenya Airways are secure and to emphasize that any refunds requested where needed, will be done. We are ready and willing to engage with you through our usual communication channels to accommodate or process the various requests from our clients seamlessly. Thank you for your support and we look forward to even further cooperation going forward

Thank you,
Julius Thairu
Sales Director

 

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

  • Operating
  • 3X Daily

KISUMU

  • Operating
  • 2X Daily

GUANGHZOU

  • Suspended
  • TBA

BANGKOK

  • Suspended
  • TBA

NEW YORK

  • Suspended
  • TBA

ROME

  • Suspended
  • TBA

GENEVA

  • Suspended
  • TBA

KHARTOUM

  • Suspended
  • TBA

DJIBOUTI

  • Suspended
  • TBA

MALINDI

  • Suspended
  • TBA

MOGADISHU

  • Suspended
  • TBA

ANTANANARIVO

  • Operating
  • From August 2020
  • 3X Weekly

DAR ES SALAAM

  • Operating
  • From August 2020
  • Daily

KILIMANJARO

  • Operating
  • From August 2020
  • 2X Weekly

KIGALI

  • Operating
  • From August 2020
  • Daily

ZANZIBAR

  • Operating
  • From August 2020
  • 3X Weekly

BAMAKO

  • Suspended
  • TBA

YAOUNDE

  • Operating
  • From August 2020
  • 3X Weekly

DOUALA

  • Operating
  • From August 2020
  • 3X Weekly

BRAZZAVILLE

  • Suspended
  • TBA

BANGUI

  • Operating
  • From August 2020
  • 2X Weekly

BUJUMBURA

  • Operating
  • From August 2020
  • Daily

BLANTYRE

  • Suspended
  • TBA

LUANDA

  • Suspended
  • TBA

MUMBAI

  • Operating
  • From August 2020
  • 5X Weekly

FREE TOWN

  • Operating
  • From August 2020
  • 2X Weekly

DAKAR

  • Operating
  • From August 2020
  • 3X Weekly

LUBUMBASHI

  • Operating
  • From August 2020
  • 2X Weekly

KINSHASHA

  • Operating
  • From August 2020
  • 2X Weekly

NAMPULA

  • Operating
  • From August 2020
  • 2X Weekly

DUBAI

  • Operating
  • From August 2020
  • 5X Weekly

LONDON

  • Operating
  • From August 2020
  • 3X weekly

PARIS

  • Operating
  • From August 2020
  • 3X weekly

JOHANNESBURG

  • Suspended
  • TBA

AMSTERDAM

  • Operating
  • From August 2020
  • 3X weekly

ADDIS ABABA

  • Operating
  • From August 2020
  • Daily

SEYCHELLES

  • Operating
  • From August 2020
  • 3X Weekly

HARARE

  • Operating
  • From August 2020
  • 4X Weekly

ACCRA

  • Operating
  • From August 2020
  • 2X Weekly

ABDIJAN

  • Operating
  • From August 2020
  • 3X Weekly

LUSAKA

  • Operating
  • From August 2020
  • 4X Weekly

MORONI

  • Operating
  • From August 2020
  • 3X Weekly

CAPE TOWN

  • Suspended
  • TBA

LIVINGSTONE

  • Suspended
  • TBA

VICTORIA FALLS

  • Suspended
  • TBA

DZAOUDZI

  • Operating
  • From August 2020
  • 3X Weekly

ENTEBBE

  • Operating
  • From August 2020
  • Daily

JUBA

  • Operating
  • From August 2020
  • Daily

LAGOS

  • Operating
  • From August 2020
  • 5X Weekly

LUANDA

  • Suspended
  • TBA

LILONGWE

  • Operating
  • From August 2020
  • 4X Weekly

MAPUTO

  • Suspended
  • TBA

NDOLA

  • Operating
  • From August 2020
  • 2X Weekly

MAURITIUS

  • Operating
  • From August 2020
  • 3X Weekly

MONROVIA

  • Operating
  • From August 2020
  • 2X Weekly

 

 

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 choosing Kenya Airways, but about the health situation in your customers' intended destination. Kenya Airways offers you peace of mind as you make these travel arrangements for your customers. Please read below, our updated policy on Zero change fee and Cancelation.

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.

Tariff notice updates

TARRIF NOTICE NUMBER: TN 15-03-2020

Suspension of International Flights in and out of Kenya. This waiver supersedes previous Tariff Notices issued in this regard.

Read

TARRIF NOTICE NUMBER: TN 17-05-2020

Open Tickets Rebooking Guidelines for Kenya Airways.


Read