Kenya Airways Missed Flight Policy

Overview

Kenya Airways, Kenya’s national airline and a SkyTeam member, operates domestic and international flights from its hub in Nairobi. Its missed flight policy is governed by its Conditions of Carriage, fare rules, ticket type, EU/UK Regulation 261/2004 for flights departing from the EU/UK, U.S. DOT regulations for flights to/from the U.S., and Kenya’s Civil Aviation Authority regulations. This policy outlines options for passengers who fail to board their scheduled flight due to personal reasons, airline-related delays, or other circumstances.

Key Policy Details

• No-Show Policy: If you fail to check in by the deadline (45 minutes before departure for domestic flights, 90 minutes for international flights) or arrive at the boarding gate (30 minutes before departure), you are considered a "no-show." For non-refundable tickets (e.g., Economy Standard, Economy Classic), the ticket value is forfeited, and the entire itinerary, including return or connecting flights, is canceled as tickets must be used in sequence. A no-show fee (e.g., $50-$150 USD or KES 5,000-15,000, depending on fare type and route) may apply. Notify Kenya Airways before departure via the Manage Booking section, app, or airport counter to preserve ticket value as a credit (valid for 12 months). Unused taxes and fees are refundable, less an administrative fee (e.g., $20-$30 USD).
• Non-Refundable Tickets: No cash refunds are provided for missed flights on non-refundable tickets. Rebooking is possible, subject to availability, change fees (e.g., $50-$200 USD or KES 5,000-20,000, depending on fare type, route, and timing), and fare differences. Changes must be made via the Manage Booking section, app, airport counters, or the original booking channel. If the same fare is unavailable, a higher fare applies with no refund for lower fares. Non-refundable ticket cancellations incur penalties ($200-$500 USD, depending on distance and fare type), with the remaining fare issued as an e-Credit for future Kenya Airways flights.
• Refundable Tickets: Refundable tickets (e.g., Economy Flex, Business) can be refunded for the unused portion, less a service fee (e.g., $20-$50 USD), if requested within 12 months from issuance. Refunds are processed to the original payment method or as vouchers (valid for 12 months) within 14 days for credit card payments or 21 days for other methods through the original purchase channel. Refunds require surrendering the ticket and unused flight coupons.
• 24-Hour Cancellation Policy: For tickets purchased directly from Kenya Airways (ticket number starting with “706”), you can cancel within 24 hours of booking for a full refund if the flight is at least 7 days away. This applies to all fare types and must be requested via the Manage Booking section or app. Tickets purchased through travel agencies may not qualify, and refunds may take longer due to agency processing.
• Time to Think Option: For direct bookings, the “Time to Think” service allows you to hold a booking for up to 21 days before payment, with a non-refundable fee. If the flight is canceled or significantly changed during this period, the fee is refunded. This option helps avoid missing flights by securing a fare without immediate payment.
• Missed Connections Due to Delays: If you miss a connecting flight due to a delay or cancellation of a Kenya Airways-operated flight within the same booking (ticket number starting with “706”), the airline will rebook you on the next available flight (including partner airlines like KLM or Air France) at no cost. If the delay exceeds 3 hours at your final destination and is within Kenya Airways’ control (e.g., technical issues, crew shortages), you may be eligible for compensation: €250 for flights up to 1500 km, €400 for 1500-3500 km, or €600 for over 3500 km under EU/UK 261 (for flights departing from EU/UK airports), or up to $650 USD under U.S. DOT rules. For delays of 2+ hours (short-haul), 3+ hours (medium-haul), or 4+ hours (long-haul), meals, refreshments, and communication access (e.g., two emails) are provided; for overnight delays, hotel accommodation and transfers are offered, subject to availability. Retain receipts for reimbursement.
• Extraordinary Circumstances: No compensation is provided for missed flights due to extraordinary circumstances (e.g., weather, air traffic control strikes, or security issues). Kenya Airways will assist with rebooking or refunding unused taxes and fees, less an administrative fee. Passengers are responsible for additional expenses (e.g., accommodation, transport). Travel insurance is recommended.
• Denied Boarding: If you miss a flight due to overbooking and checked in on time with valid documentation, Kenya Airways will seek volunteers first. If involuntarily denied boarding, you will be rebooked on the next available flight and may receive compensation (€250-€600 under EU/UK 261 for flights departing from EU/UK airports, or $200-$650 USD under U.S. DOT rules, depending on delay duration). Volunteers receive agreed-upon compensation, typically a travel voucher. Meals or refreshments are provided while waiting.
• Special Circumstances: For missed flights due to serious illness, hospitalization, or bereavement, Kenya Airways may waive fees or offer refunds/credits with valid documentation (e.g., medical certificate, death certificate) submitted via the Customer Care form. Approval is reviewed case-by-case, and inadequate documentation may lead to claim rejection.

Steps to Take if You Miss Your Flight

• Contact Kenya Airways immediately via the Manage Booking section, mobile app, or airport counter before departure to cancel or reschedule to avoid no-show fees and preserve ticket value as a credit (valid for 12 months). Provide your booking reference (e.g., six-letter code like ABC123).
• Explain the reason for missing the flight to determine eligibility for rebooking, refunds, or fee waivers. For special circumstances, submit documentation via the Customer Care form promptly to avoid rejection.
• Check your ticket’s fare rules in the Manage Booking section to understand applicable fees, restrictions, or refund eligibility. For non-refundable tickets, select “Request a refund” for unused taxes/fees or “Cancel My Reservation” to obtain an e-Credit.
• Submit compensation or refund claims via the Customer Care form, including your name, booking reference, and supporting documents (e.g., boarding passes, receipts, medical certificates). Refunds take 14 days for credit card payments or 21 days for other methods; claims are acknowledged within 30 days and fully addressed within 60 days.
• Keep all documentation for claims or expense reimbursements. Report baggage issues within 7 days for damage or 21 days for delays.
• Check travel insurance policies for coverage of missed flights due to valid reasons (e.g., illness, accidents). Request an Insurance Verification Form via Customer Care for insurance claims.
• For EU/UK 261 claims (flights departing from EU/UK airports), submit directly to Kenya Airways to avoid third-party fees. If unresolved, escalate to the UK CAA, EU national authorities, or Kenya’s Civil Aviation Authority. Claims can be filed up to 6 years after the flight.

Additional Information

If Kenya Airways cancels or delays your flight by 3+ hours or cancels with less than 14 days’ notice, you may choose a refund, rebooking, or compensation, depending on the circumstances. For cancellations within Kenya Airways’ control, you may receive a full refund (including fees for baggage, seats, or meals) or rebooking on the next available flight, potentially with partner airlines. Compensation for EU/UK flights (€250-€600, depending on flight distance) can be filed up to 6 years after the flight. For delays over 2 hours, meals or vouchers are provided; for delays over 5 hours, you may opt for a refund. Overnight delays include accommodation and transfers if away from your home airport. Retain all receipts for expenses and submit claims within 21 days for delays or 7 days for baggage issues. Customer reviews note challenges with refund delays and communication, particularly for non-EU/UK flights. For unresolved claims, escalate to Kenya’s Civil Aviation Authority, the UK CAA, or EU national authorities. Comprehensive travel insurance is recommended. For more details, review Kenya Airways’ Conditions of Carriage, Customer Service Plan, or EU Passenger Rights section.