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    Let us know what you need to make your next trip painlessly seemless and memorable

    For assistance on any inquiry, please contact us here


    Booking & Payment FAQs

    • What are my payment options?

      Pay quickly and efficiently through any of our payment options: credit and debit cards, eWallet , mobile payment or real-time bank transfer. Read more about our payments options 

    • Can I make an online payment in a currency of my choice?

      Our prices are automatically displayed based on the country you are booking from.
      For example, if you are in the United Kingdom, booking a flight from Nairobi to London, the price displayed, and the price you need to pay, will be in British Pound.
      Please note that if you’re paying with a different currency from your card, your financial institution may apply different exchange rates to the fare displayed on the booking page. There may be additional charges incurred, so please check with your financial institution before making your booking.

    • Can I make changes to my flight details?

      Manage My Booking allows you to modify an existing flight booking:

      • Change travel dates
      • Upgrade to business class
      • Request special meals
      • Select preferred seats
      • Purchase extra legroom
      • Update contact information
      • Pay in advance for excess baggage
      • Request for refund

    • Can I modify my flight details online if I booked it through a travel agent or another website?

      Bookings purchased directly from Kenya-airways.com, Kenya Airways direct offices and preferred travel agents can be modified online through Manage My Booking.
      For flights purchased from travel agents and 3rd party websites, you need to contact your travel agent in case of ticket refund

    • Can I cancel and refund my ticket online?

      Only bookings purchased directly from Kenya-airways.com can be cancelled and refunded through Manage My Booking. Bookings purchased through Kenya Airways Direct Office and Contact Center refund can be made through our Global Contact Centers or local offices. Bookings purchased through travel agents contact the travel agent. For any changes made in your fully and/or partially-used booking, fare rules from the most restricted branded fares will apply. Fees for booking changes are non-refundable.

    • When booking online, where can I find the fare rules of my ticket?

      Our fare categories give you the flexibility that best suits your travel plans:

      • Best Buy
      • Economy
      • Economy flex
      • Economy Super flex
      • Business Best Buy
      • Business

    • What is the refund policy on a ticket with different branded fares?

      If your booking involves more than one branded fare, the most restrictive fare rule will apply to your whole itinerary. Fees for booking changes are non-refundable.

    • How do I edit or correct my name in my ticket?

      Contact our Global Contact Centers or local offices to correct a name in a booking. Rules and fees apply.

    • Can I change or transfer my ticket to another person?

      No, you are not allowed to switch names or transfer your ticket to a friend or a family member.

    • Do I need to call Kenya Airways to reconfirm my flight?

      If your booking is successful, there is no need to call us. You can check in online or at the airport on the day of departure.

    • What is an Extra Legroom Seat?

      The extra Legroom Seats are located in Economy Class exit rows with a generous space for you to stretch out. It is offered only on Kenya Airways-operated flights and is not available on flights operated by our partner airlines.
      Extra Legroom Seats are subject to availability, terms & conditions, and other eligibility requirements. Please view all requirements before making your purchase to ensure you meet all of the criteria.

    • Who can book an Extra Legroom Seat?

      Below is a summary of the eligibility requirements.

      Guest must:

      • Be physically able to reach, locate and operate the emergency exit window or door, and to quickly pass through the exit.
      • Be able to understand and acknowledge instructions in English.
      • Be aged 18 years or older and not have any conditions.
      • Not be travelling with children or infants, a care giver, a guide dog or an assistance animal.
      • Not be in any stage of pregnancy
    • How do I book an Extra Legroom Seat?

      If you meet the exit row seat safety requirements, we strongly recommend you to book early as seats are available on a first-come, first-served basis.
      Extra Legroom Seats are subject to availability, terms & conditions, and other eligibility requirements.

    • What is the Best Price Promise?

      The Kenya Airways Best Price Guarantee is our way of guaranteeing that you won’t find a lower price on any third-party website for the same Kenya Airways booking you have paid for on www.Kenya-airways.com. And if you do, we’ll refund you the difference. Our Best Price Guarantee applies to all flights exclusively operated by Kenya Airways (not Codeshare flights), paid for by credit card on www.Kenya-airways.com or any of our Country Site Editions where there is a Best Price Guarantee symbol.

    • What should I do if my Promotional Code is not working?

      Use the feedback icon hanging on the right side of your browsing window

    • Where do I present my credit/debit card?

      If Kenya Airways advise you to present the card used for booking, it must be presented while checking into your flight at the commencement of travel. If you, as the credit card holder, are not travelling, a copy of the credit card with an authorization signed by yourself should be presented at check-in.
      Alternatively, the card or a copy of the card with your signed authorization can be presented to the nearest Kenya Airways ticketing office at least 72 hours before the flight. This verification is required to ensure a smooth check-in process at the airport and to avoid being denied access to board. Failure to comply will result in the requirement to pay the full ticket cost at the airport.

    • What should I do if something went wrong with my payment?

      Please talk to us through our Customer Service Support Section on the website where you will get real time feedback or you can contact our Global Contact Center.

    • What currency should I use to pay at Kenya-airways.com?

      Bookings made at Kenya-airways.com should be paid for in the currency in which the ticket price is calculated locally. If you make a booking at Kenya-airways.com, the price for your ticket will be shown throughout the booking procedure in the currency you will ultimately use to pay for the ticket. It is not possible to pay in any other currency than what is indicated at Kenya-airways.com

    • Do I have to pay for my ticket straightaway?

      When you book a ticket at Kenya-airways.com, the payment conditions depend on the payment option you selected. Your ticket will be issued as soon as we have received your payment.

    • How can I get a proof of payment?

      Your ticket states details about the fare and taxes paid for your flight. It is your proof of payment and will be widely accepted as a receipt.
      After booking your flight on Kenya-airways.com you will receive your ticket via e-mail as soon as we have received the payment.

    • Can I pay for a ticket for another person travelling from abroad?

      Yes, you can book for another person travelling from abroad. However, if you choose to pay with credit or debit cards you may be required to present the card used for booking, it must be presented while checking into your flight at the commencement of travel. If you, as the credit card holder, are not travelling, a copy of the credit card with an authorization signed by yourself should be presented at check-in. alternatively, the card or a copy of the card with your signed authorization can be presented to the nearest Kenya airways ticketing office at least 72 hours before the flight. This verification is required to ensure a smooth check-in process at the airport and to avoid being refused carriage. Failure to comply will result in the requirement to pay the full ticket cost at the airport or refusal of carriage.

    Upgrade to Business Class FAQs

    Msafiriconnect FAQs

    • What is Msafiriconnect?

      A fully web-based booking engine encompassed with multiple search options and well defined payment mechanisms to suit your business operations and the booking process.

    • What services are offered in msafiriconnect?

      User authentication during login

      • Multiple Availability Display
      • Fare Based Display
      • Flight Based Display
      • Cancel full or part of the itinerary o Reschedule flights
      • Time Limit Booking Facility or Intuitive User Interface
      • Automatic Refunds
      • Promotional Fares
      • Multiple payment options
      • On-account
      • Credit Card
      • M-PESA (for Kenya)
      • Invoice

    • How can you start using the tool?

      • Register online on www.kenya-airways.com/msafiriconnect. A KQ Account Manager will contact you once they receive the Application Form.
      • Your Registration Form will go through an Internal Approval Process which take approximately five (5) days.
      • The KQ Account Manager will conduct End User Training for the potential customer. In addition, during this session, a contract will be submitted to the customer for sign off.
      • Access Credentials will be sent to the user upon successful User Training.

    • What languages are available for Msafiriconnect?

      Msafiriconnect is currently available in English ONLY. Other languages will be introduced later on.

    • Who can use Msafiriconnect?

      Any KQ customer that has:

      • Filled in the Registration Form
      • Registration Request approved by KQ or a KQ Customer Contact
      • Undergone End User Training

    • Which flights are eligible?

      All KQ flights are eligible inclusive of Codeshares and Interline

    • How do I access Msafiriconnect site?

      You will need to have:

      • Internet connection – minimum 512kbps
      Internet browser
      • Firefox version 32
      • Chrome version 37
      • Safari 7 latest version
      • IE versions 7,8,9,10
      Open your web browser and type in www.kenya-airways.com/msafiriconnect . A webpage will be displayed with content and three prominent links
      • Registration – link used for new applicants
      • Make bookings – link used to make bookings
      • Administration – link used to manage user accounts and view reports