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.

1. 30 % of the price of the ticket for all flights of 1500 kilometres or less, or
2. 50 % of the price of the ticket for all flights within EU of more than 1500 kilometres, and for all other flights between 1500 and 3500 kilometres, or
3. 75 % of the price of the ticket for all flights not falling under (a) or (b).

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 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/