Kenya Airways’ cancellation policy balances passenger flexibility with fare-specific restrictions. Below is a concise overview based on available information:
24-Hour Cancellation Policy: You can cancel any flight within 24 hours of booking for a full refund without fees, provided the flight departs at least 7 days later (168 hours). This applies to tickets purchased directly through Kenya Airways’ website (www.kenya-airways.com), mobile app, or contact center, particularly for U.S.-touching flights, per U.S. Department of Transportation rules.
General Cancellation Rules:
- Refundable Tickets: Cancellations are allowed with fees based on fare type, route, and timing. Refunds are processed to the original payment method within 21–30 business days for credit/debit card purchases, excluding bank processing time. Fees or penalties may apply per fare conditions.
- Non-Refundable Tickets: Typically not refundable after the 24-hour window unless special circumstances apply (e.g., airline-caused cancellations). Travel vouchers may be issued for the unused portion, minus fees.
- Cancellation Fees: Vary by fare type and timing; exact amounts are not publicly detailed but may range from $50–$500 USD depending on the route and proximity to departure. For example, a customer reported a $500 fee for a cancellation, though this may not align with standard policy if the airline initiated the cancellation.
- Cancellations must be made before departure; no-shows may result in the cancellation of onward/return reservations unless the airline is notified in advance.
Airline-Caused Cancellations:
- If Kenya Airways cancels a flight, fails to operate as scheduled, or causes a missed connection, you’re entitled to a full refund for the unused portion or rebooking on the next available flight at no cost.
- For flights departing from the UK/EU, EC 261/UK 261 regulations apply. If a flight is canceled with less than 14 days’ notice and Kenya Airways is at fault, you may claim €250–€600 compensation per person, plus a refund if no suitable alternative flight is offered. Compensation is not owed for extraordinary circumstances (e.g., weather, air traffic control strikes).
- The airline must provide care (e.g., meals, accommodation, two free calls/emails) for delays of 3+ hours or cancellations at EU/UK airports.
- Self-rebooking is available via the website or app for disrupted flights, free of charge, with the same travel class and baggage allowance.
Special Cases:
- Death of a Passenger: Full refund for the deceased passenger’s ticket with proper documentation. No refunds for accompanying family members, but date change fees may be waived.
- Medical Reasons: No refunds or free changes unless fare rules allow; standard cancellation fees apply.
- Delays: If a flight is delayed 8+ hours and you cancel, you can request a refund via the Refund Form. For UK/EU departures delayed 3+ hours, you may claim €250–€600 compensation if the airline is at fault.
- Bereavement: Full refunds may be offered for cancellations due to the death of a family member, subject to verification
- Customer feedback highlights delays in refund processing (30–40 working days) and challenges with third-party bookings (e.g., FlightHub), where airlines may incorrectly deny refunds.
Additional Notes:
- Changes (e.g., date, time) incur fees per fare rules, plus fare differences. Name changes or corrections involve service fees.
- “Time to Think” is a non-refundable fee to hold bookings (up to 72 hours online, 21 days offline) but is refundable only if Kenya Airways cancels the flight.
- For codeshare/interline flights, the operating airline’s policies may apply.
- Refunds require surrendering the ticket and unused flight coupons, except for lost tickets.
