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  • SITUATION UPDATE THREE ON CORONAVIRUS AS AT 7TH FEBRUARY 2020, 12:00 PM

    SCHEDULE CHANGES BANGKOK(BKK)-GUANGZHOU(CAN) FLIGHTS

    Following further assessment of the ongoing Coronavirus situation, we have adjusted our flights between Nairobi and Guangzhou with a schedule change from 11th February 2020 to 28th March 2020. See further details below.

    Flights suspended as below (local departure date):

    31st January 2020 until 28th March 2020      KQ886 Nairobi to Guangzhou

    31st January 2020 until 28th March 2020      KQ886 Nairobi to Guangzhou

    31st January 2020 until 29th March 2020      KQ887 Guangzhou to Bangkok and Nairobi

    8th to 10th February 2020 Flights scheduled as below (local departure date):

    8th to 10th February 2020     KQ886 Nairobi to Bangkok

    8th to 10th February 2020     KQ887 Bangkok to Nairobi

    • Nairobi – Bangkok – Nairobi operates7 times a week
    • Flight schedule both inbound and outbound remain the same as below:

    Flight No. start
    End
    Pattern
    Origin
    Destination
    STD
     STA  Change
    KQ 886 8/Feb/2020 10/Feb/2020 1234567
    NBO BKK
    23:59
    12:30 + 1
    No Change
    KQ 887 8/Feb/2020 11/Feb/2020 1234567
    BKK
    NBO
    01:00
    06:05
    No Change
    KQ 886 8/Feb/2020 10/Feb/2020 1234567 BKK
    CAN
    14:40
    18:35
    Cancelled
    KQ 887
    8/Feb/2020
    10/Feb/2020
    1234567
    CAN
    BKK
    21:40
    23:35
    Cancelled

    11th February till 28th March 2020 Flights scheduled change as below (local departure date):

    11th February till 28th March 2020 KQ886 Nairobi to Bangkok

    11th February till 28th March 2020 KQ887 Bangkok to Nairobi

    • Nairobi – Bangkok – Nairobi operates 5 times a week.
    • Nairobi – Bangkok: Day 1 and Day 3 flights will be suspended
    • Bangkok – Nairobi: Day 2 and Day 4 flights will be suspended

    Flight No. start
    End
    Pattern
    Origin
    Destination
    STD
     STA  Change
    KQ 886 11/Feb/2020 28/Mar/2020 .2.4567

    NBO BKK
    08:30
    22:00
    Retime

    KQ 887 11/Feb/2020 29/Feb/2020 1.3.567
    BKK
    NBO
    01:00
    06:05
    Time Remain

    KQ 886 11/Feb/2020 28/Feb/2020 1234567 BKK
    CAN
    14:40
    18:35
    Cancelled
    KQ 887
    11/Feb/2020
    29/Feb/2020
    1234567
    CAN
    BKK
    21:40
    23:35
    Cancelled




    SITUATION UPDATE TWO ON CORONAVIRUS AS AT 31ST JANUARY 2020, 09:13 AM

    Further to our prior communication regarding the current Coronavirus outbreak, we have decided to temporarily suspend all flights to and from Guangzhou starting Friday, 31st January 2020, until further notice. We, however, clarify that our service between Nairobi and Bangkok remains operational.

    Our consultation with the Ministries of Health and Foreign Affairs will continue and we will provide an update as the situation develops.

    In the meantime, we have implemented additional precautionary measures to ensure that our staff and customers are safe. These include screening of all passengers at the Guangzhou Airport. Passengers from Wuhan and surrounding districts will ONLY be accepted on our flights after clearance by the Guangzhou Airport health authorities. In addition, our crew have been trained and sensitized on how to handle the situation.

    We apologise to all our customers for the inconvenience and reaffirm that the safety of our customers and staff remains our highest priority.


    Mainland China flights – Rebooking and Refund options

    Following the Coronavirus outbreak in China and subsequent suspension of our service to Guangzhou, our guests to and from Guangzhou have the option to rebook their tickets free of charge. We are also extending a full refund to customers whose travel plans are affected by this suspension and do not wish to rebook their tickets to travel with us at a later date.

    As our service to Bangkok remains uninterrupted, we assure our customers and staff that we will continue to take the necessary precautionary measures to ensure their safety. We continue to closely monitor the situation in China and will provide updates accordingly.

    Following the Corona Virus Outbreak being experienced in China Kenya Airways Guests To & From Guangzhou maybe offered the following options

    FOR WHOLLY UN-UTILIZED TICKETS:

    • Full refund is allowed
    • Refund penalties are waived
    • Refund application should be submitted on or before 29th February 2020

    FOR PARTIALLY UTILISED TICKETS:

    • Refund less 70% of the return fare paid
    • Refund penalties are waived
    • Refund application should be submitted on or before 29th February 2020. To access the online refund form click here

    REBOOKING:

    • Change of Reservation Penalty waived.
    • No show penalty waived.
    • The new travel dates must be made, and tickets reissued by 29th February 2020
    • Should the guest wish to make further changes, Normal ticket rules will apply.

    Please Note:

    This waiver applies to booked and ticketed guests travelling to/from Guangzhou between 17Jan - 31st March 2020. Rebooking must be complete by 29th February 2020

    For queries contact us on Tel: +254 20 327 4747, Mobile: +254 711 024 747 or email us on customer.relations@kenya-airways.com




    SITUATION UPDATE ONE ON CORONAVIRUS AS AT 29TH JANUARY 2020, 6:26 PM

    Kenya Airways, in liaison with the Ministries of Health and Foreign Affairs, will continue to monitor the developments regarding the outbreak of the Coronavirus in Wuhan Province, China.

    The Airline remains in consultation with the Ministry of Health and would like to assure our customers that we are evaluating all options and we will communicate the next steps of action at the appropriate time.

    In the meantime, we have implemented additional precautionary measures to ensure that our staff and customers are safe. These include screening of all passengers at the Guangzhou Airport. Passengers from Wuhan and surrounding districts will ONLY be accepted on our flights after clearance by the Guangzhou Airport health authorities. In addition, our crew have been trained and sensitized on how to handle the situation.

    We would like to reiterate that the safety and security of our staff and passengers remain our highest priority.


    Frequently Asked Questions-CORONAVIRUS

    • 1. Are flights to and from China still on sale?

      All flights into Guangzhou are closed for sale from until 28th March 2020.

      For all guests affected by Guangzhou flight cancellations, up until 28th March 2020, Kenya Airways will take the responsibility to manage your rebooking to your final destination. We will make all effort to get in touch directly via contacts already in your booking references. Contact will initially be made from our centralised contact centre.

      For guests already on flights into Nairobi or already in JKIA with onward connections into Guangzhou, flight rebooking’s will be handled at the airport.

      Our approach is now to rebook affected guests via the most direct alternative to CAN or to the closest most convenient point near Guangzhou. KQs code on China Southern is still active and will not be removed.

    • 2. Is there any consideration being given to canceling that route (flight operations) for now, if yes, when is this being considered?

      Kenya Airways has taken the decision to cancel all KQ flights operations to Guangzhou, China for the rest of the winter schedule ending 28th March 2020.

      Further, Kenya Airways has reduced two weekly frequencies on our flight into Bangkok (BKK). From 11 February 2020, our Bangkok flight will only operate on Tuesdays, Thursdays, Fridays, Saturdays and Sundays. The Bangkok flights will also have a flight time adjustment. Departures for this flight from Nairobi will change from 2359Hrs to 0830Hrs and arrival into Bangkok will consequently adjust from 1330hrs to 2200Hrs. The flight will be operated by our award-winning Boeing 787 Dreamliner aircraft.

      For guests already booked on these flights our Contact centre teams have already initiated contact directly via contact details provided in your tickets or indirectly via your travel agents.

    • 3. If I want to change or cancel my booking/ ticket(s) what are my options?

      For guests impacted by Guangzhou(CAN)/Bangkok(BKK) cancellations/ flight adjustments for departures until 31st March 2020 and want to amend/ cancel their bookings/tickets; can do so, but tickets should be reissued by 29th February 2020. Should the guest wish to make further changes, normal ticket rules will apply

      For Wholly Un-Utilized Tickets:

      • Full refund is allowed
      • Refund penalties are waived
      • Refund application should be submitted on or before 29th February 2020

      For Partially Utilized Tickets:

      • Refund less 70% of the return fare paid
      • Refund penalties are waived
      • Refund application should be submitted on or before 29th February 2020

      Rebooking:

      • Change of Reservation Penalty waived.
      • No show penalty waived
      • The new travel dates must be made, and tickets reissued by 29th February 2020

      Should the guest wish to make further changes, Normal ticket rules will apply Please note further that this waiver applies to booked and ticketed guests travelling to and from Guanghzhou between 31st January and 28th March 2020.

    • 4. What measures are we taking since we are still operating that route?

      Kenya Airways has now taken the decision to cancel all KQ flights operations to Guangzhou, China upto Saturday 28th March 2020. Further Kenya Airways has taken the decision to reduce frequencies into Bangkok from daily to 5times weekly and adjusted the flight departure and arrival times. The specifics are indicated in answers to question 2 above

      However, for all flights previously operated since this situation arose we took the following actions:

      • Screening of all passengers at the Guangzhou Airport
      • Passengers from Wuhan and surrounding districts were ONLY accepted on our flights after clearance by the Guangzhou Airport health authorities.
      • Our crew have been trained and sensitized on how to handle the situation
    • 5. Why are we still operating to Guangzhou?

      Kenya Airways is now not operating into CAN. Kenya Airways has taken the decision to cancel all KQ flights operations to Guangzhou, China until the end of the winter schedule on Saturday 28th March 2020.

    • 6. Are we aware that coronavirus stays in the body for 5 days before being detected?

      For information about this virus seek details from official sources like the World health organization website(WHO).

    • 7. Since Bangkok is the 2nd highest in terms of spreading of the virus, do the rules and restrictions also apply on our flight reservations to Bangkok?

      As a result of our flight cancellations into Guangzhou, Kenya Airways flights into Bangkok, Thailand have been further adjusted as follows: -

      • Frequencies reduced from daily to 5times weekly.
      • Flight times have been adjusted from night departures out of Nairobi at 2359Hrs to day departures at 0830Hrs.

      We continue to monitor the situation in China and its environs and will take actions as necessary.

    • 8. Can KQ waive penalties to Bangkok for passengers not willing to travel?

      Ticket change penalties have now been waived for all passengers travelling to and from Bangkok on flights with departure up to 28th March 2020. The waiver applies for all changes done before 29th February 2020.

    • 9. Is KQ offering hotel accommodation to guests already in Nairobi (NBO) or airborne??

      Our airport teams will attend to all guests who are already airborne or in Jomo Kenyatta International Airport with onward connections on affected flights. Where hotel accommodation is required, then it will be provided.

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