US Department of Transport (DOT) Passenger Rights
Kenya Airways strives to support passengers in cases of delays, diversions, cancellations, mishandled baggage, overbooking, and denied boarding issues. The following summarizes passenger rights.
If an international flight is delayed by six (6) hours or more, passengers may opt for a full refund. Alternatively, passengers may choose to be transported on the next available flight or re-routed on a partner airline at no additional charge. If the class of service is lower on the revised routing compared to the original ticket, the difference will be refunded to the passenger. No additional compensation will be provided except as conditioned below:
For delays within Kenya Airways’ control exceeding three (3) hours, affected passengers will be provided with meal vouchers. If such delay exceeds eight (8) hours, Kenya Airways will provide hotel accommodation (for non-local passengers) and ground transportation.
If you are denied boarding or if your flight is cancelled or delayed for at least three (3) hours, ask at the check-in counter or boarding gate for the text stating your rights, particularly about compensation and assistance.
Passengers are entitled to a full refund. Alternatively, passengers may choose to be transported on the next available flight or re-routed on a partner airline at no additional charge. If the class of service is lower on the revised routing compared to the original ticket, the difference will be refunded to the passenger. No additional compensation will be provided.
If your baggage is lost, delayed, or damaged upon arrival, you must file a Property Irregularity Report (“PIR”) at our baggage desk before leaving the terminal to be eligible for compensation. In cases of delayed, damaged, pilfered (stolen), or lost baggage, passengers may be compensated up to the applicable maximum limits in our Conditions of Carriage and/or the applicable Convention, provided that the issue is reported within the applicable time limitations. When applicable, a passenger will be refunded any fee charged for transporting a lost bag or a significantly delayed checked bag provided that the passenger files a PIR or submits a Notice of Claim online with Kenya Airways.
In the event that a flight is overbooked and more passengers with confirmed reservations are present at the gate for departure than can fit on the aircraft, Kenya Airways will request volunteers to give up their seat. Any passenger who chooses to volunteer will be compensated (at Kenya Airways’ discretion) and booked on an upcoming flight. If there are not enough volunteers, other passengers may be denied boarding involuntarily in accordance with Kenya Airways’ denied boarding policies.
Passengers on flight segments originating at a point within the United States who are denied boarding involuntarily due to overbooking will be given a written statement explaining the terms, conditions, and limitations of denied boarding compensation that describes Kenya Airways’ boarding priority rules and criteria.
For further assistance, passengers are advised to contact Kenya Airways at +254711024747, +254734104747 or https://www.kenya-airways.com/en-ke/help/make-an-enquiry/. For more information regarding Kenya Airways’ Conditions of Carriage, please visit https://www.kenya-airways.com/en-us/policies/conditions-of-carriage/.
This Passenger Rights on Kenya Airways Summary does not create contractual or legal rights, nor legally bind Kenya Airways for actions taken in conformance with this Summary. 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.
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