Contact Kenya Airways: Find below customer care details of Kenya Airways, including telephone and address. You can reach the below contact for new flight booking, cancellation, refund, baggage claim, cheap airfares, deals or other queries on Kenya Airways. Besides contact details, the page also offers information and links on Kenya Airways’ services.
Nairobi
Office Address:
Barclays Plaza, 5th Flr.,
Loita Street, P.O.Box:
41010-00100, Nairobi
Support:
Phone:+254-(0)20-327 4100 (booking)
Email:[email protected]
Kisumu
Office Address:
Kenya Airways
Kisumu Town Office
P.O. box: 1427
Support:
Phone: +254 711022090 (booking)
Email: kis.sales [email protected]
Malindi
Office Address:
Kenya Airways Malindi Office
Lamu Road opps Barclays Bank
Blue Marlin Shopping Arcade
Support:
Phone:0723786314 (booking)
Email:[email protected]
Book Kenya Airways Flight
To book a Kenya Airways flight online click here
Online Check-in
You can check-in from 30 Hrs until 2 Hrs before departure. To check-in online right now click here
Kenya Airways Schedule
To check Kenya Airways schedule online click here
Baggage Information
Checked Baggage: Business Class passengers to/from Europe can carry 3 pieces, 23kg each. Economy passengers can carry 2 pieces, 23kg each. If flying withing Africa BC passengers can carry 40 kg while EC passengers can carry 30kg. For flights to and from Middle East/Asia, BC passengers can carry 50kg while EC passengers are allowed 40kg.
Hand Baggage: Business Class and Economy Class passengers can carry 1 piece of hand baggage with max 10kg.
Track Lost Baggage
To track a lost baggage click here
Flying Blue
A member of Flying Blue can earn miles every time they fly with Kenya Airlines or its partner airlines. To register visit the website at www.klm.com
Kenya Airlines Destinations
Kenya Airlines flies to Egypt, Uganda, Tanzania, Rwanda, Burundi, Djibouti, Ethiopia, Sudan, Benin, Mali, Ivory Coast, Sierra Leone, Ghana, Senegal, Liberia, Comoros & Mayotte, Seychelles, Malawi, Mozambique, Zambia, Zimbabwe, South AFrica, Madagascar, Angola, Botswana, DRC, Cameroon, Gabon, Equitorial Guinea, Netherlands, France, UK, Italy, China, Oman, Dubai, India and more.
About Kenya Airways
Kenya Airways was founded in the year 1977 and is the national carrier of Kenya. The airline currently flies to over 50 destinations. Kenya Airlines operates from its main hub at Jomo Kenyatta International Airport, Nairobi. Kenya Airways codeshares with KLM and Air France, giving passengers access to European destinations. Skytrax ranks Kenya Airlines a three star airline. In 2010, Kenya Airlines officially became a member of SkyTeam, a leading airline alliance.
hi am shelina from mombasa kenya. i would like to enquire for positions of sales in your organisation or airport.
I want to reschedule/cancel my return flight that is programmed tomorrow 30/06/2011, form Dubai to Douala.I sent an email to KENYA AIRWAYS AIRPORT OFFICE a few days ago and was directed to the RESERVATION OFFICE in Deira, Dubai that does not pick my calls, only machine response that can not solve my problem.I shall travel in July or August but want the flight for tomorrow to be rescheduled.
Dear Sir/Madam,
I have a ticket purchased at london heathrow. I have not used although a year has passed.. i have made several attempts to get a refund through your sarit office but with no valued response from your customer care rep ..please advise what i should do..
you can consult with the office where you purchased the ticket..else call the Kenya Airways customer support
I left my camera on flight KQ 318 from Nairobi to Dubai Via Muscat. My final destination was Dubai. My seat was 22 F…and the camera i had put it on pockets of seats where you keep Msafiri Magazines..it has my late dad’s photos whick i took during his last farewell on 11th Nov..its the only thing that i can remember my dad with…
We travelled with my wife from Mauritius KQ 1534 on the 10th December and our flight arrived at JKIA on time 11 45hrs. We were prior booked to proceed to EBB at 12 55hrs and promptly proceeded to transfer desk to get our boarding passes. The staff there namely Daniel K, another gentleman and lady told us we were late and that we would not take the flight. When we told then we were well in time and see no reason why we should not get our boarding passes they told us we would go in the next flight. We insisted and told them what they were doing was not right, they became rude and told us as a punishment we would leave on flight KQ 416 at 22 30 hours,the last of the day to EBB! We spent 10 hours seated in JKIA on airport benches with no lunch and no apologies from KQ or acknowledgement from them that it was not our fault. It was our first time to take KQ as we were from our honeymoon but i was shocked at that kind of customer care from the “pride of Africa”. Now i had heard prior complaints about KQ but what i witnessed before me was shocking. What happened to our booking? And how can staff who are meant to help clients at such a crucial desk as transfers behave like ruthless state operatives dealing with questionable people like drug traffikers? Please explain this to me KQ or else am going to continue posting this on every public forum I can find to expose the airline for what its staff portray it to be.
I have applied for an attachment with your airline,are there vacancies at the moment?
Everytime I dail any kq east africa tel number its either not reachable, get cut off while taking or busy. What is the use of phone lines? Naikuni sort your managers incharge of this. You should try calling your own offices and see how bad it is. You are losing
I would like to enquire as to what you are doing to overcome the current delays your company is experiencing. Pilots with passengers strapped in that then decide they have done their allotted hours are tired and get off. Passengers missing connecting flights or arriving on one flight having to stay over then been delayed by the next flight. This affects countless expats travelling around Africa yet your staffs remains in general rude, unhelpful and you have no interest in your clients it seems people who have precious little time with their families are affected by your inefficiency. Well unless this is rectified and service improves I am sure I will be flying with another airline in future as will hundreds if not thousands of others.
Have a wonderful day
I traveled from Harare yesterday after a very long delay to Nairobi and upon arrival at Jomo Kenyata Intl Airport was informed that the flight I was supposed to catch to London had already left.Without going into details of my poor experience I just would like to inform you that this has left myself and my family in London who are waiting for me in shambles. I am due to fly to Dublin tomorrow morning at 6 am plans that were made months ago with RYAN AIR.After informing them of my predicament they take no responsibility for this and now they are asking for 620 pounds sterling that I can not afford and my wife and 2 daughters the older being 3 yrs old and 9 months old. Apart form the inconvenience caused I wonder how a reputable Airline like yours would rectify my situation.
My name is Innocent Muchemwa
1. on 31, October 2015, I traveled on Flight KQ 417 from Entebbe to Nairobi.
2. While on board, I bought a La vie Est Belle Eu de Perfume in the Duty Free ; there was a lotion in the pack
3.I was served by a gentle man cabin crew, who was very pleasant and said he earlier bought the same for “her” – he did not provide a receipt perhaps because the fight was short and I also did not remember to ask but am sure he still remembers he served me.
3. However, both the perfume and lotion have no scent – meaning they are fake !!!
4. I am traveling again 8th November on KQ 706 from Lusaka – I hope I can be reimbursed the USD 80 that I paid for the perfume
My bag has been delayed since Monday on a pligrimage trip from Johannesburg to Jeddah. From Jeddah I flew to Medinah. It has been reported and there is no attempt on the airline to assist me.I have spent alot of money on phone calls trying to locate the bag. Most numbers for KQ offices just ring. I have tried Jeddah, Medinah and Johannesburg. The email addresses are all invalid. I have tried all available ones and they all bounce back. The online system to update your details doesn’t work either. I’m extremely frustrated and have been put through so much of inconvenience and costs. The number that I did get through to in Nairobi promised to call me back with news about the bag. It is Thursday night and still no contact from them. I don’t know what to do as I have exhausted all possible measures to get assistance. Extremely disappointed.
I booked flights to travel on KQ780 from livingstone to Nairobi on the 29th January 2016 and unfortunately the flight was cancelled and a new flight rebooked on KQ780 31st January.
Due to all the inconvenience caused . Is it possible that I get damages, because my business really suffered when the flights were cancelled and rescheduled 2 days later,
Hi,
I am resending this communication because I have not had a response to the previous one sent on February 27th, 2016.
I am a regular Kenya Airways traveller (Platinum FlyingBlue 2077 426 981) on the Johannesburg – Nairobi – Bamako sector and wish to air some concerns which are rapidly making my choice of Kenya Airways as a service provider questionable / debatable.
• The scheduled flight connections for the Bamako – Dakar sector departures are very tight especially when connecting from the early morning Johannesburg flight which is always late in departing OR Tambo.
• While I understand that all airlines have a responsibility to counter any threats, real or perceived, in this day and age on time arrival should be calculated based on when passengers are delivered to the terminal and not when the plane touches down.
The numerous security checkpoints (three on my last trip yesterday) for transit passengers on arrival to the departure hall are also a major source of stress which is exacerbated by the fact that ….
• You just appear to be incapable of managing passengers luggage! What is the point of connecting Africa to the world and the world to Africa if you cannot ensure that their baggage also arrives on the same flight? As a company we have a large number of employees whose baggage just does not arrive with the passenger as a result of the failure of baggage handlers to cross load.
On my last two trips (details attached) Kenya Airways have failed to ensure that baggage is cross loaded onto the Bamako flight despite requesting confirmation that it has been cross loaded at the check-in desk.
Sending baggage on the next flight may be considered a reasonable solution to yourselves but many of the travellers have onward destinations and collecting the recovered baggage a few days later becomes a very stressful exercise.
• I travel in Premium Economy on your flights due to the absence of Business Class and am concerned that irrespective of the luggage labelling as priority that your staff and / or employees do not have the will or systems to manage passengers luggage and then are also not in a position to communicate and / or confirm that luggage will be placed on the same plane as the traveller.
• While understanding that it is your right to cancel flights on individual sectors we are continuously affected by short notification cancellations on the Nairobi – Bamako – Dakar and return sectors, which is becoming a major inconvenience.
I would welcome a reasoned response to my stated concerns while I wait in anticipation of my missing baggage to arrive in Bamako on tomorrows flight. This will have to be collected by a protocol officer at our expense and then consigned to me at my final destination.
Subject to your detailed response I will be looking at other flight options for our staff who are currently scheduled to fly Kenya Airways where they will be connected to the world but their baggage is not!
My niece was to return to America. she is 8yrs old and she had all the documentation required to go back with the lady who came with her to Kenya. on reaching the check-in,they asked for her birth cert which in the first place was not required since she had her Green-card,passport with US visa and notarized letter that had been signed. she missed the flight and the KQ staff told her that is was not their problem and that she should talk to the immigration. They fined her and the companion $4000 each an yet they were on the wrong. I am extremely disappointed coz this clearly shows our level of corruption.
My Name is Charles M Sentume
On 9th September l had a flight KQ574 travelling to Nairobi Jomo Kenyatta that very evening together with my wife, unfortunately the flight was delayed for almost an hour. Reaching on board our seats were already occupied and we ended up in different ones, it was a mess. I reached Jomo Kenyatta on to find the driver whom l had pre-booked had already left. I tried to raise my concern the fact that l had no cash on me for an alternative taxi to my hotel-Hilton, l approached sales office where they connected me to the supervisor on duty the fact that the manager was too busy l was told.
I tried to explain my issue to the supervisor hoping to get assistance unfortunately he was TOO RUDE that even amidst my explanation he hang-up on me Really?……l have travelled KQ for the last 12 years l feel l shouldn’t have been treated in that kind of manner.l have a reservation end of this month September and am so afraid to travel KQ again.
my wife was traveling to UK from Addis Ababa and she had 3 hr transit at JKIA and she missed the flight and reschedule it for tomorrow. She can not go out coz she has no transit visa and she does not want to stay at the terminal overnight. Then I lost her contact and now I tried to contact the flight attendant via the airport contact above so that they can assist me contact her since she is at the airport. The contact officers are directing me to the flight attendant time and again, but his/her phone number is not working. What can I do?
Dear Sir/Madam, I’am Karanja Francis Ng’ang’a and on 8th December travelled to Kigali Rwanda on KQ 448 flight ref KQ/X7DXKL and was to return on KQ 444 flight on 9th December departure Kigali 1950Hrs. However on 9th December notice was sent that the flight departure had been delayed to 21:15. On arrival to check at 19:45 with other passengers we could not proceed and was asked to wait for KQ staff. After almost one hour arguing with security the KQ staff came and after enquiring why we are not allowed to check in he informed us that we were late and the flight had already left. We insisted the flight had been rescheduled to 21:15 but were told we could only wait for the next flight KQ 478 arriving Kigali at 11:40pm. After patiently waiting the flight came at about 02am and we proceeded to check in only to be directed to the KQ office where together with others was asked to rebook at cost of $165. This came as a shocker, was very unfair and crude considering that flight had been booked in Nairobi and departure time clear but for the delay advise from KQ. I paid under protest as I had to return home but the experience of a whole night awake as flight finally departed Kigali Sat 10. Dec 2016 0340am and arrived JKIA Sat 10 Dec 0620am.
I would wish KQ to consider this suffering and compensate me for the rebooking cost and or as necessary. Kind regards,
My complaint above dated 15th December has not been responded to.
This is in regards to flight KQ 444 09Dec 2016 Kigali-Nbo 19:15 that was rescheduled to 21:15 same date.
I was left out reason that I was late to check in at 2000hrs and thereafter compelled to pay $ 165 to rebook the next flight KQ 478 that came 6 hours later. I am claiming for a refund.
Kind Regards,
I have been a regular passenger on KQ over the past 4 years and my resent trip on KQ765 OR Tambo to Nairobi and then KQ350 Nairobi to Juba must have been the worst trips I have been on the planes were to say the least filthy and the food served was beyond disgusting. I am a senior manager in a South Sudan based company and we make regular use of your services however due to the experience we have had over the past year we are seriously reviewing the use of your carrier. And on top of it you claim to be the top airline in Africa well that is beyond rational. As per other complaints about your service and damaged luggage I doubt I will hear from you.
I hereby wish to make a formal complaint regarding my travels with KENYA AIRLINES on the date of Sunday 9 June 2019 and Saturday, 15 June 2019.
I booked a flight from Cape Town to Zanzibar with KENYA AIRLINES, whereby, I arranged with the airline to arrange disability seats as I am wheelchair bound.
Upon arriving at the airline, disability seating was not arranged and I had to be carried over to a seating in the middle of the plane. This was a huge problem as my body endured a painful 5 hour trip.
The connecting flight in Nairobi, Kenya had the same problem regarding disability seating not being arranged for me and I was placed in the middle of the plane yet again. I endured yet again immense physical discomfort as well as emotional as I was forced through people already on the plain (It was to be arranged that I be placed on the plain first as to not allow everyone to spectate my physical disability). This was precisely the situation I was trying to avoid.. I specifically booked an aisle seat (demarcated disability seats) upon my initial booking as well as confirmed my specific seating via email
Returning from Zanzibar (via Kenya airlines) I was informed that I could not board our plane. We were told that there was not only severe delays, but also that the airline had overbooked.I was then given alternative routes to reach Cape Town. However, these alternative routes came with now two stop overs (which previously we had only prepared for one), as well as increased layover times. All this inconvenience for a flight that was booked two months in advance.
In addition, the flights now given to us were not disability friendly, had much smaller seating and inconvenienced me to the extent where I did not even have enough room in front of me to eat or drink the food or beverages served aboard flight.
The first airline was Precision Airlines (NOT A DISABILITY FRIENDLY AIRLINE) that was such a small aircraft I had to be physically carried on and off the plane (putting my body in extreme pain) by my son’s and shoved into a seat that was way too small for me. This was also, to my embarrassment, done in front of a full plain of people
To make matters worse our stop over was 5 hours before our connecting flight with SAA. Short layovers is important as my body cannot be positioned in a wheelchair a long long duration.
The next stopover was for 3 hours before our connecting flight with SAA. Again there was no decent place for to me so sit and get off my wheelchair. I was in a seating position for 17 hours before arriving in Cape Town.
To add to the nightmare, one of our suitcases was torn open and some of the content missing. We found the bag on the carousel open and tied with rope to keep the content in.
We received no compensation for what was unfairly forced upon not just me but also my two sons. Finally landing in Cape Town, I was forced to pay for an Uber home as our arranged lift could not drive at the later hour of our arrival.
I am now full of bruises and am suffering to do even the smallest of movement such as eat with a knife and fork. I am very close to taking my story onto social media.
KENYA AIRWAYS MADE NO EFFORT TO ENSURE THAT A DISABLED PASSENGER WAS SAFELY TRANSPORTED HOME AND DUE TO SHIFTING PASSENGERS ON AND OFF DIFFERENT FLIGHTS, I WENT THROUGH EXTREME DIFFICULTIES BEFORE REACHING THE DESTINATION FOR 17 HOURS!!!!
To save a couple of hundred $$ I in December 2021 I bought 2 KQ tickets DFW to NBO departing Dec 17th return on Jan 3rd. It’s sad sad to see the check in chaos at Terminal A at NBO. Checking took 2hrs 44min!!! The queue process was orchestrated by mediocre incompetent staff!! They had no shame jumping the line for their friends and side dishes!! The check in agents were super slow and could not answer basic questions like “how much is an upgrade to buss class?” Talk about lost revenue for an airline running bonus financial fumes!! Suffice it to say next time I’ll do what I’ve always done – fly Qatar or Emirates or other European carriers who understand that any good business is about offering a superior customer experience!! This was not worth the savings!! KQ, you’ve just lost a customer and in fact KQ should be let go! We don’t need this kind of embarrassment as a national symbol!!