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Kenya Airways Cancellation and Refund Policy



CallSign : KENYA

Founded : 1977

Key people : Michael Joseph (chairman), Allan Kilavuka (managing director and CEO)

Country : Kenya

Office Address : Airport North Road, PO Box 19002 – 00501

City : Nairobi

State :

Zip Code : 00501

Phone number : 00 254 20 3274747

Airline Official Website :

Cancellation Policy

The airline permits passengers to cancel a booking. However, this depends on the fare. Some tickets may be sold at discounted rate, therefore, refund may be partial or they may be non-refundable. Furthermore, such passengers can still get credit for the non-refundable ticket if they cannot travel due to force majeure. In such a case passengers need to provide appropriate evidence, they are also subject to deduction of fee. In addition to this, flights to/from the USA passengers can cancel the ticket within 24 hours of booking the ticket and get a full refund. 

Upon cancellation of the flight by Kenya Airways, the airline will inform the passengers. Moreover, the airline will also provide essential service required in such circumstances like meals, ground transportation, accommodation, etc. In such a case if passengers are not comfortable with change in flight and the airline is unable to book an alternative flight then passengers can get a refund. 


Refund Policy

Passengers can get a refund of a ticket or unused part of the ticket that they possess. Moreover, the refund will be given to the passenger names on the ticket or the person who paid for the ticket. In addition, if a passenger returns a completely unused ticket then the airline will reimburse them the fare paid. However, if the ticket is used, the airline will reimburse the difference between the applicable fare for which the ticket was used and the fare paid for the passenger. Furthermore, is it possible that a cancellation fee or administration fee is applied. Lastly, the ticket is refunded in the same currency that the passengers used to pay for the ticket. 

Kenya Airways Cancellation and Refund Policy FAQ's

1. What is the call center number of Kenya Airways? +

You can contact Kenya Airways’ customer service on +254-20-3274747.


2. How do I claim a refund? +

You can fill the online refund form here. Moreover, if you are applying for a refund within 24 hours, please make sure to quote that.


3. Where can I access details on flight status? +

You can find the details on flight status here


4. Till when is credit valid? +

One yes after the date of issuance. 


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