UK Electronic Travel Authorisation Requirement
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UK Electronic Travel Authorisation Requirement
Read MoreCustomer Excellence Center
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When you travel by air to or from the EU region, you have certain guaranteed rights in accordance with EU Regulation EC 261/2004, provided that you meet the eligibility criteria below. Your rights apply in case of denied boarding, delay, cancellation, and upgrading or downgrading.
You may be eligible to the provisions described below if:
Travelling pursuant to a frequent flyer programme or as part of a package holiday will not be treated as travelling free of any charge for the purposes of this notice.
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.
| Delay at Arrival | Flight Distance | Compensation |
|---|---|---|
| 4 hours or more | 1,500 km to 3,500 km | EUR 400 Cash/ 500 Nonrefundable Travel voucher |
| Delay at Arrival | Flight Distance | Compensation |
|---|---|---|
| More than 2 hours | 1,500 km or less | EUR 250 Cash/ EUR 350 Nonrefundable travel voucher |
| 4 hours or more | 1,500 km to 3,500 km | EUR 400 Cash / EUR 500 Nonrefundable travel voucher |
| 4 hours or more | Over 3,500 km | EUR 600 Cash/ EUR 800 Nonrefundable travel voucher |
| Delay at Arrival | Flight Distance | Compensation |
|---|---|---|
| More than 2 hours | 1,500 km or less | EUR 250 / GBP 220 |
| 4 hours or more | 1,500 km to 3,500 km | EUR 400 / GBP 350 |
| All other flights | Over 3,500 km | EUR 600 / GBP 520 |
If your flight is cancelled, and you were informed less than two (2) weeks prior to the scheduled date, or you're denied boarding, you're entitled to:
| Delay at Arrival | Flight Distance | Compensation |
|---|---|---|
| 4 hours or more | 1,500 km to 3,500 km | EUR 400 Cash/ EUR 500 Nonrefundable travel voucher |
| More than 2 hours | 1,500 km or less | EUR 200 Cash/EUR 250 Nonrefundable travel voucher |
| Delay at Arrival | Flight Distance | Compensation |
|---|---|---|
| More than 2 hours | 1,500 km or less | EUR 250 Cash/ EUR 350 Nonrefundable travel voucher |
| 4 hours or more | 1,500 km to 3,500 km | EUR 400 Cash / EUR 500 Nonrefundable travel voucher |
| 4 hours or more | Over 3,500 km | EUR 600 Cash/ EUR 800 Nonrefundable travel voucher |
| 3 hours but less than 4 hours | Over 3,500 km | EUR 300 Cash/ EUR 800 Nonrefundable travel voucher |
If you are placed in a higher class than the one which is mentioned on your ticket (upgrading), an air carrier cannot request any additional payment.
If you are placed in a lower class (downgrading), you are entitled to reimbursement of a percentage of 30%, 50% or 75% of the price of your ticket, depending on the flight distance as summarized below.
Where there are two or more connecting flights included in a single ticket, reimbursement is only payable for the flight which was downgraded and not for the entire journey.
If your flight is cancelled due to "extraordinary circumstances," such as bad weather or strike, no financial compensation will be paid by Kenya Airways. However, Kenya Airways will provide adequate assistance while you are waiting for alternative transport. You are also entitled to
If the delay lasts five hours or more and you decide not to travel on the delayed flight we will reimburse the fare paid for your ticket for the part of carriage not used, and for those parts of the carriage used if, as a result of the delay, the delayed flight no longer serves any purpose in relation to your original travel plans, and, when relevant, we will carry you to the first point of departure in your contract of carriage on the earliest flight with suitable space available.
If you notify us that you wish to exercise this option, any right to available assistance will cease from receipt by us of such notification. The reimbursement is due within seven days. Payment is subject to completion of all reasonably necessary formalities, such as, but not limited to, satisfactory identification of the party entitled to the reimbursement and return of unused tickets/coupons.
The right to reimbursement will also apply if your flight forms part of a package, except where such right arises under Directive 90/314/EC.
If you believe that you were denied boarding, or your flight was delayed or cancelled and you consider your EU air passenger rights were not honored, you can submit a complaint to Kenya Airways Customer Support.
You will find a list of the relevant authorities responsible for ensuring the legal rights of passengers by clicking the button below EU Official Website
Each EU Member State has designated a body responsible for enforcement of EC Regulation 261/2004
A platform for Online Dispute Resolution of the European Commission can be found under http://ec.europa.eu/consumers/odr/.
If you have taken a flight which departed from an airport located in the UK, you can log your complaint with CAA’s Passenger Advice and Complaints Team (PACT) by completing the online complaint form via the CAA website: https://www.caa.co.uk/Passengers/Resolving-travel-problems/How-the-CAA-can-help/How-the-CAA-can-help/
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