Skip to main content

Covid 19

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 boarder regulations.

 

 

MOMBASA

  • Suspended
  • 7th April - 8th June

KISUMU

  • Suspended
  • 7th April - 8th June

GUANGHZOU

  • Suspended
  • 31st January - 29th June

BANGKOK

  • Suspended
  • 19th March - 29th June

NEW YORK

  • Suspended
  • 25th March - 7th June

ROME

  • Suspended
  • 13th March - 8th June

GENEVA

  • Suspended
  • 13th March - 8th June

KHARTOUM

  • Suspended
  • 19th March - 7th June

DJIBOUTI

  • Suspended
  • 19th March - 6th June

MALINDI

  • Suspended
  • 17th March - Further Notice

MOGADISHU

  • Suspended
  • 19th March - 8th June

ANTANANARIVO

  • Suspended
  • 20th March - 8th June

DAR ES SALAAM

  • Suspended
  • 25th March - 10th July

KILIMANJARO

  • Suspended
  • 20th March - 10th July

KIGALI

  • Suspended
  • 20th March - 8th June

ZANZIBAR

  • Suspended
  • 23rd March - 10th July

BAMAKO

  • Suspended
  • 20th March - 7th June

YAOUNDE

  • Suspended
  • 21st March - 8th June

DOUALA

  • Suspended
  • 21st March - 7th June

BRAZZAVILLE

  • Suspended
  • 22nd March - 13th June

BANGUI

  • Suspended
  • 22nd March - 7th June

BUJUMBURA

  • Suspended
  • 25th March - 8th June

BLANTYRE

  • Suspended
  • 20th March - 8th June

LUANDA

  • Suspended
  • 24th March - 13th June

MUMBAI

  • Suspended
  • 22nd March - 8th June

FREE TOWN

  • Suspended
  • 22nd March - 21st June

DAKAR

  • Suspended
  • 21st March - 8th June

LUBUMBASHI

  • Suspended
  • 21st March - 8th June

KINSHASHA

  • Suspended
  • 21st March - 29th June

NAMPULA

  • Suspended
  • 25th March - 8th June

DUBAI

  • Suspended
  • 25th March - 7th June

LONDON

  • Suspended
  • 25th March - 8th June

PARIS

  • Suspended
  • 25th March - 8th June

JOHANNESBURG

  • Suspended
  • 25th March - 8th June

AMSTERDAM

  • Suspended
  • 24th March - 8th June

ADDIS ABABA

  • Suspended
  • 25th March - 8th June

SEYCHELLES

  • Suspended
  • 25th March - 8th June

HARARE

  • Suspended
  • 25th March - 8th June

ACCRA

  • Suspended
  • 25th March - 15th June

ABDIJAN

  • Suspended
  • 25th March - 8th June

LUSAKA

  • Suspended
  • 26th March - 7th June

MORONI

  • Suspended
  • 25th March - 8th June

CAPE TOWN

  • Suspended
  • 25th March - 7th June

LIVINGSTONE

  • Suspended
  • 25th March - 7th June

VICTORIA FALLS

  • Suspended
  • 25th March - 8th June

DZAOUDZI

  • Suspended
  • 25th March - 8th June

ENTEBBE

  • Suspended
  • 25th March - 8th June

JUBA

  • Suspended
  • 25th March - 8th June

LAGOS

  • Suspended
  • 25th March - 8th June

LUANDA

  • Suspended
  • 25th March - 8th June

LILONGWE

  • Suspended
  • 25th March - 8th June

MAPUTO

  • Suspended
  • 25th March - 6th June

NDOLA

  • Suspended
  • 25th March - 8th June

MAURITIUS

  • Suspended
  • 25th March - 6th June

MONROVIA

  • Suspended
  • 25th March - 8th June

 

 

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, Kenya Airways is offering a waiver on change fees on all fares. 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.
  • All points-of-sale
  • All travel up to 30th September 2020

Ticket changes/Refunds must be completed by 30th June 2021.

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.

If you purchased a ticket before 30th June 2020 for a flight scheduled to travel until 30th September 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-transferable voucher, also known as an Electronic Miscellaneous Document (EMD).

If you purchased a non-refundable ticket before 30th June 2020, please complete the form below to obtain a travel voucher. The travel voucher is valid for 1 year on all Kenya Airways flights and its non-transferable.

Voucher can be refunded 12months from date of issue to the original form of payment.

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.

Due to Corona Virus crisis, we are experiencing huge volumes of refund requests and we are not able to give back cash at this moment. If the customer does not want to change their booking right away, provide them with a voucher in the form of an EMD for the same amount of value as their original ticket value - if fully unutilized. With this voucher, the customer can purchase a new ticket within 12 months of the validity of the EMD.

If a customer purchased their ticket before 30th June 2020, for travel until 30th September 2020, cancel the existing segments, insert the hold booking entry and/or change the ticket to the EMD voucher valid for 12 months.

If customer purchased a ticket for travel after 30th September 2020, provide them with a voucher in the form of an EMD for the same amount of value as their original ticket value. With this voucher, the customer can purchase a new ticket within 12 months of the validity of the EMD.

For tickets expiring between 20th March to 30th September 2020, exchange ticket to EMD with original ticket value for validity of 1 year. For Non-Amadeus agents, contact local KQ office/GSAs to support you with EMD issuance before ticket expiry.

Due to Corona Virus crisis, we are experiencing huge volumes of refund requests and we are not able to give back cash at this moment. If the customer does not want to change their booking right away, provide them with a voucher in the form of an EMD for the same amount of value as their original ticket value - if fully unutilized. With this voucher, the customer can purchase a new ticket within 12 months of the validity of the EMD.

For tickets purchased on partner airlines please contact the concerned airlines for detailed information about the rebooking.

The value of the refund EMD should be less 70% of the fare paid

For Non-Amadeus agents, contact local KQ office/GSAs to support you with EMD issuance before ticket expiry.

KQ will offer refund but in the form of an EMD valid for 12 months from date of issue which can utilized in future.

The EMD is valid for 12 months from date of issue. The customer will contact the travel agent when ready and a new booking will be generated referring to the EMD number in the PNR.

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