Customer Service Plan

Customer Service Plan

Kenya Airways is committed to providing the highest possible customer experience to each of our passengers. In accordance with DOT’s Enhancing Airline Passenger Protections rule, we will provide the following services to our customers on all of our scheduled flights to and from the United States:

Notification of the Lowest Fares  

When a customer inquires about a fare or makes a reservation by calling our reservation center, visiting our website, or speaking to a representative at one of our ticket counters, we will inform them that the lowest fare offered by us on a particular ticket may be available elsewhere if that is in fact the case.  

Notification of Flight Delays, Cancellations, and Diversions  

We will endeavor to notify ticketed passengers and the public if the status of a flight changes. A change in the flight’s status is a cancellation, diversion, or a delay of more than 30 minutes. We will notify passengers and the public of any flight status changes within 30 minutes of learning of the change through all means available to us. If we become aware of additional changes to a flight’s status, we will notify passengers and the public within 30 minutes of learning of the additional change. We will also provide flight status information to passengers in the flight’s boarding gate area at a U.S. airport, through our telephone reservation system, and also upon inquiry from any person.  

To the extent that flight status displays or other informational displays at the U.S. airport where the flight has been delayed, cancelled, or diverted, are controlled by us, we will use those displays to notify customers of the flight’s status change within 30 minutes of learning of the change. If the display system is airport-controlled, we will provide airport authorities with the necessary information within 30 minutes of learning of the change.  

On-Time Delivery of Baggage  

We will make every possible effort to ensure that your bags travel on the same flight as you. If your baggage does not arrive with you, you should file a missing baggage claim prior to leaving the airport, as this will help us locate your baggage and also allow us to explain the baggage recovery process to you.  

Should your baggage be mishandled, we will make every effort to return your baggage within 24 hours. When your missing baggage is located we will return it to you at your local address. If you have expenses because of such delays and are eligible to receive compensation under applicable treaties or Conventions, we will compensate you for reasonable and necessary expenses as required.  

If you paid a fee to transport baggage and the baggage is subsequently lost, we will refund the fee you paid.  

Allow Customers to Keep and/or Cancel Reservations for 24 Hours  

When you make a reservation with us, we will either hold your reservation at the quoted fare without payment for 24 hours or allow you to cancel your reservation without penalty for 24 hours, so long as you make the reservation at least one week prior to the flight’s departure. If you have questions regarding these polices, please speak to a Customer Service Representative at: Tel +254711024747, +254734104747 or email  

Prompt Ticket Refunds  

We will do our best to process eligible refunds in the time frames listed below, although refunds cannot be processed until we receive all necessary information from the passenger and some tickets are not refundable. In certain circumstances such as flight cancellations and over sale situations, we will refund fees charged to a passenger for optional services that the passenger was unable to use.  

For all eligible tickets purchased within the U.S. by a passenger using a credit card, we will provide refunds within seven (7) business days of receipt of all required refund information from the passenger. (It may take credit card refunds multiple billing cycles to appear on your credit card statement. Please contact your credit card company to ensure the refund was properly processed.) Tickets purchased with a check or cash will be refunded within 20 business days of our receipt of all required information from the passenger.  

Refunds for electronic tickets can be obtained by contacting our Reservations department or through our website Online Refund Form. All other refund requests should be sent to us on email:  

Kenya Airways PLC Customer Relations Department:  

Proper Accommodation of Customers with Disabilities and Special Needs  

On covered flights, we will comply with all requirements of the DOT disability rules contained in 14 C.F.R. Part 382. Interested customers can obtain a copy of Part 382 from the DOT by any of the following means:  

For calls made from within the United States, by telephone via the Toll-Free Hotline for Air Travelers with Disabilities at 1 (800) 778–4838 (voice) or 1 (800) 455–9880 (TTY). 

By telephone to the Aviation Consumer Protection Division at 1 (202) 366–2220 (voice) or 1 (202) 366–0511 (TTY). 

By mail to: 

Aviation Consumer Protection Division, C–75,  

U.S. Department of Transportation,  

1200 New Jersey Ave., SE., West Building, 

Room W96–432,  

Washington, DC 20590  

On the Aviation Consumer Protection Division's Web site: (  

Proper Accommodation of Customers’ Needs During Extraordinary Delays  

When one of our flights experiences a lengthy tarmac delay, our “Contingency Plan for Lengthy Tarmac Delays” will be activated to ensure our customers’ needs are met during the delay.  

You can view our Contingency Plan for Lengthy Tarmac Delays at: /kenya-airways-plc-customer-service-plan/en/  


If a flight departing the U.S. is overbooked and more passengers with confirmed reservations are present at the gate for departure than can fit on the aircraft, our representatives will request volunteers to give up their seat. Volunteers will be compensated and booked on an upcoming flight. If enough passengers do not volunteer, we will be forced to deny boarding involuntarily in accordance with our boarding priority rules. We will treat passengers who are involuntarily “bumped” with fairness and consistency and in accordance with applicable DOT regulations. In most cases, passengers who are involuntarily denied boarding on covered flights are entitled to compensation under U.S. law. If you have questions or would like additional information on our overbooking policies and the compensation due to passengers who are involuntarily denied boarding, please review our Conditions of Carriage or speak to one of our Representatives.  

Disclosure of Travel Policies that may Affect Our Customers’ Travel  

Information on our cancellation policies, aircraft seating configuration, and lavatory availability is available on our website. This information is also available by contacting a member of our telephone reservation staff at: Tel +254711024747, +254734104747 or email  

Notification of Itinerary Changes  

We will do our best to notify you as quickly as possible of any changes in your travel itinerary. If you have a question about an upcoming flight, please call us at: Tel Tel +254711024747 or +254734104747.  

Responsiveness to Customers’ Complaints  

If a passenger has an unsatisfactory experience on one of our flights or with one of our employees, they may file a complaint with our Customer Relations Department. Every customer complaint will be read by a member of our staff and acknowledged in writing within 30 days of the complaint’s receipt. If our initial acknowledgement does not fully address the concerns raised by the customer, we will send a substantive written response to the customer within 60 days.  

Customer Relations can be reached immediately by calling a customer service representative at +254711024747, +254734104747 or email  

You can also visit our website at:  

Or you can write to us through the U.S. Mail, and should send your letters to:  

We have also developed and staffed a position solely responsible for monitoring flight delays, cancellations, and lengthy tarmac delays and determining how these events impact our passengers on an individual basis.  

Mitigation of Inconveniences that Result from Flight Cancellations and Diversions  

When one of our flights is cancelled and you miss a connection, we offer various services to mitigate any inconvenience you may experience.  

In the event of a cancellation or significant delay, we will do our best to reroute you on our next flight with available seats. If one of our flights is forced to divert, we will try to inform you before departure if a diversion is possible and if the decision to divert is made after takeoff, a member of our flight crew will inform you. If your diverted flight is diverted and then cancelled, we will try to reroute you on another flight as soon as possible.  

Legal Notice  

This Customer Service Plan does not create contractual or legal rights, nor legally bind Kenya Airways for actions taken in conformance with this plan. Kenya Airways’ contractual rights and obligations are listed in the company’s conditions of carriage and applicable tariffs. These resources provide customers with additional information on the matters discussed herein, and should be carefully reviewed to ensure that customers fully understand their rights and our obligations.