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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

An increasing amount of countries and regions have taken precautionary measures related to the outbreak of the Coronavirus. Specifics and the severity of the impact on passengers travelling to these destinations vary. We aim to provide affected customers with updated information as early as possible.

  • 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

ROME/GENEVA

  • Suspended
  • 13th March - 30th April

KHARTOUM

  • Suspended
  • 19th March - 30th March

DJIBOUTI

  • Suspended
  • 19th March - 18th April

MALINDI

  • Suspended
  • 17th March - Further Notice

MOGADISHU

  • Suspended
  • 19th March - 2nd April

ANTANANARIVO

  • Suspended
  • 20th March - 1st May

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/DOUALA

  • Suspended
  • 21st March - 30th April

BRAZZAVILLE

  • Suspended
  • 22nd March - 30th April

BANGUI

  • Suspended
  • 22nd March - 30th April

BLANTYRE

  • Suspended
  • 20th March - 29th April

LUANDA

  • Suspended
  • 24th March - 30th April

MUMBAI

  • Suspended
  • 22nd March - 28th March

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

DUBAI

  • Reduced to 1x Daily
  • 18th March - 17th April

LONDON

  • Reduce to 5x weekly
  • 19th March - 16th April

PARIS

  • Reduced to 5x weekly
  • 19th March - 16th April

JOHANNESBURG

  • Reduced to 2x Daily
  • 17th March - 17th April

AMSTERDAM

  • Reduced to 5x weekly
  • 24th March - 30th April

ADDIS ABABA

  • Reduced to 1x Daily
  • 23rd March - 30th April

SEYCHELLES

  • Reduced to 5x Weekly
  • 21st March - 30th April

HARARE

  • Reduced to 1x Daily
  • 25th March - 30th April

ABDIJAN

  • Reduced to 3x Weekly
  • 23rd March - 27th April

LUSAKA

  • Reduced to 10x Weekly
  • 26th March - 30th April

MORONI

  • Reduced to 2x Weekly
  • 20th March - 30th April

CAPE TOWN

  • Reduced to 8x Weekly
  • 20th March - 30th April

LIVINGSTONE

  • Reduced to 2x Weekly
  • 20th March - 30th April

VICTORIA FALLS

  • Reduced to 2x Weekly
  • 20th March - 30th 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 30th 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.

If you purchased a ticket before 30th April 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 30th April 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 30th April 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 30th April 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 30th April 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 30th April 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 before 30th April 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 30th April 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.

For tickets bought through Flying blue reward scheme, you can rebook your ticket without having to pay the change fee or request a full refund. The following conditions apply:

  1. Your ticket should be valid for travel between up to 30th June 2020
  2. You can rebook your flight at the latest on 30th June 2020.
  3. You can rebook your flight at the latest on 30th June 2020.
  4. Booking fees will not be refunded.

For questions, we advise you to contact your local Flying Blue Service Center. Please be aware of longer waiting times.

  1. Please make sure your contact details are up to date on our Manage My Booking page.
  2. We encourage all Guest to check their Flight Status on upcoming travel due to the rapidly evolving schedule changes.
  1. Please make sure your contact details are up to date on our Manage My Booking page.
  2. We encourage all guest to check their Flight Status on upcoming travel due to the rapidly evolving schedule changes.
  1. Kenya Airways has suspended some flights since the Coronavirus outbreak. The development of Covid-19 is very fluid and we have started making network changes. We’ll share more details as these decisions are finalized. The changes will vary by day of week and region—some airports and regions will be more impacted than others. Customers who have already booked their travel dates and will be impacted by our amended schedule will be notified of their re-accommodated travel according to our flexible accommodation procedures.
  2. Please make sure your contact details are up to date on our Manage My Booking page.

Kenya Airways aircraft are regularly maintained in accordance with an established program aimed at providing a clean and inviting cabin experience. In addition to our aircrafts being tidied up between flights during the day, each aircraft receives a thorough review that includes cleaning, sanitizing, and disinfecting that meets or exceeds recommendations from the Center for Disease Control (CDC) and World Health Organization (WHO). We have 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

All our aircraft have High Efficiency Particulate Air (HEPA) filtration systems installed to keep the air clean during flight. HEPA filter out airborne particles as the air onboard is recirculated with outside air. These same HEPA filters are used in many hospitals to enhance air quality.

Kenya Airways is not providing face masks to Customers as the CDC does not recommend wearing of facemasks by uninfected people.

Absolutely. You must adhere to the Transportation and Security Administration’s (TSA) regulations for carrying gels or liquids through airport security checkpoints. If you bring your own hand or surface sanitizing items onboard, please use items that do not contain bleach, or have “plus bleach” on the label, as they risk damaging hard and soft surfaces.
Additionally, we request that Customers do not use aerosol or pump-spray cleaners, as those products cannot be contained to your personal space and may impact other Customers in the shared environment of our aircraft cabins

There are no special precautions necessary for air travel. We recommend the CDC’s website as a resource for ways that Customers can best protect themselves from becoming ill. Additionally, Customers are encouraged to wash their hands frequently and use hand sanitizer and/or anti-bacterial wipes when traveling. Customers should not travel if they are experiencing any signs of illness.