Overview
Kenya Airways allows passengers to modify flight bookings, including changes to dates, times, destinations, or seat upgrades, subject to fare rules and availability. Changes must be made before departure to avoid no-show penalties, which result in cancellation of onward or return reservations and loss of ticket value. Fees and fare differences may apply based on fare type, route, and timing. Multi-city bookings cannot be modified online.
Key Conditions
- Changes are permitted for tickets purchased through Kenya Airways’ website, mobile app, direct offices, or preferred travel agents. Tickets booked through third parties must be changed via the original booking agent.
- Modifications to codeshare or interline flights (e.g., with KLM or Air France) are subject to the operating airline’s policies.
- Changes must be made before the flight opens for check-in, with online changes allowed up to a short time before departure.
- Name changes or ticket transfers to another person are not permitted, but minor corrections of up to a few characters are allowed with supporting documents like a passport or government-issued ID.
- Tickets are valid for one year from issuance for wholly unused tickets or from the first travel date for partially used tickets, unless otherwise specified.
24-Hour Change Policy
Passengers can change their booking within one day of purchase without a fee, provided the flight is at least a week away and was booked directly through Kenya Airways’ website, app, direct offices, or preferred travel agents. This applies to most fare types, excluding group or promotional fares. Fare differences may apply if the new flight is more expensive.
Fare Type Policies
- Economy Special: Changes are not permitted; tickets are non-refundable.
- Economy Standard: Changes incur a fee, with fare differences if the new flight is more expensive. Non-refundable.
- Economy Flex: No change fees, but fare differences apply if the new flight is more expensive. Refundable under certain conditions.
- Business Standard: Changes incur a fee, with fare differences if applicable. Non-refundable.
- Business Flex: No change fees, but fare differences apply. Refundable under certain conditions.
Change Fees
- Fees for Economy Standard and Business Standard fares vary by route, fare class, and timing, with higher fees closer to departure.
- Fare differences are charged if the new flight is more expensive; no refund or credit is issued if the new fare is lower.
- Economy Flex and Business Flex fares have no change fees, but fare differences apply.
- Name corrections incur a service fee for Kenya Airways-operated flights, charged per passenger.
- No-show penalties apply if changes are not made before departure, potentially resulting in loss of ticket value.
- Service fees may apply for changes made via the contact center or airport desks, charged per passenger per transaction.
How to Change a Flight
Passengers can modify their bookings through the following methods:
- Online: Visit the “Manage My Booking” section on the Kenya Airways website or mobile app, enter the booking reference or e-ticket number and surname, select new flight details, and pay any fees or fare differences. Not available for multi-city bookings or those modified offline.
- Customer Service: Contact the Kenya Airways Contact Centre for assistance, especially for multi-city bookings, same-day changes, or complex itineraries. A service fee may apply.
- In-Person: Visit a Kenya Airways ticket counter or airport office to process changes, subject to availability and fees.
- Travel Agency: If booked through a third party, contact the agency to manage changes, which may involve additional fees.
Flight Disruptions
- For cancellations or schedule changes, passengers can self-rebook on alternative flights using the self-rebooking tool, which maintains the same destination, travel class, and baggage allowances. The system automatically rebooks on the next available flight if no action is taken, with email confirmation.
- Notifications are sent via email, SMS, or WhatsApp if contact details are provided.
- Compensation may be provided under EU Passenger Rights or Thai Passenger Rights for flights departing from those regions, unless disruptions are due to extraordinary circumstances like weather or air traffic control issues.
- Refunds or vouchers may be offered for unused segments, with processing taking several days.
Additional Notes
- Passengers should review fare rules at booking to understand change restrictions and costs.
- Changes to bookings with additional services (e.g., baggage, seats, meals) may require re-selection, as services may not transfer to the new flight.
- Travel credits issued for changes are valid for one year, non-transferable, and applicable only to Kenya Airways flights.
- Smart Upgrade offers for Business Class can be submitted up to a short time before departure for eligible Economy Class tickets, with approval notified close to departure.
