In the event of a flight delay, Kenya Airways will provide assistance based on the duration of the delay and the flight distance, in accordance with Thailand’s Civil Aviation Board Regulation No. 101.

Kenya Airways is committed to the comfort and safety of all passengers during unexpected ground delays. In accordance with Thailand’s Civil Aviation Board Regulation No. 101, we ensure that essential care is provided when passengers are required to remain onboard during extended tarmac delays.

If a flight remains on the tarmac for more than 3 hours without a confirmed take-off, and it is not restricted by safety, security, or air traffic control, passengers will be permitted to disembark. During such delays, we will also ensure:

• Proper air circulation, restroom access, and medical aid.
• Disembarkation allowed after 3 hours if no take-off.

In some situations, your right to compensation may not apply. These are known as extraordinary circumstances — events that are beyond the airline’s control even when all reasonable measures have been taken.

If you are entitled to a refund for your ticket or a portion of it due to cancellation, denied boarding, or significant delay, Kenya Airways will process the reimbursement within the following timelines:

• Cash payments – within 14 days
• Credit card purchases – within 45 days 
• Travel voucher– within 7 days, subject to your prior consent
• Tickets purchased through travel agents – within 60 days

Refunds are issued using the original form of payment unless otherwise agreed.

You may be asked to return unused flight coupons and confirm identity before processing.

If you choose to receive a travel voucher instead of a cash refund or compensation, the following terms apply:

• Valid for 12 months from the date of issue
• Can be used for ticket purchases, baggage fees, or ticket upgrade
• Can be transferable to a family member or friend, provided the request is made prior to issuance. Terms and conditions remain unchanged

Reporting and Complaints

If you believe that you were denied boarding, or your flight was delayed or cancelled and you consider your air passenger rights were not honored, you can submit a complaint to Kenya Airways Customer Support. Or you can file a complaint at www.caat.or.th