Contact Kenya Airways customer service
Contact Kenya Airways customer service for booking changes, refunds, baggage claims, delayed flights and EU 261 compensation on EU departures. Phone numbers, opening hours and support channels for the SkyTeam member.
What Kenya Airways customer service is like in practice
Kenya Airways is the flag carrier of Kenya and a SkyTeam member. The Nairobi service centre handles English calls during East African business hours.
Which Kenya Airways channel to pick
Some Kenya Airways channels are far better than others for specific problems. Use this as a quick reference for which channel to start with.
Nairobi service centre handles English calls.
Kenya Airways frequent flyer notes
Asante Rewards
Frequent flyerThe Kenya Airways programme with SkyTeam equivalence at top tier.
The Kenya Airways verdict: what to know
Works well
- Strong East African network with Nairobi hub connectivity.
At a glance — Kenya Airways
Kenya Airways is hubbed at Nairobi Jomo Kenyatta (NBO). The fleet of around 35 aircraft (Boeing 737, 787, Embraer 190) covers around 50 destinations across Africa, the Middle East, Asia, and Europe.
- HQ
- Nairobi, Kenya
- Primary hub
- Jomo Kenyatta International Airport (NBO)
- Alliance
- SkyTeam
Common Kenya Airways support topics
Most calls to Kenya Airways customer service fall into four categories: baggage (lost, damaged or delayed luggage), refunds (after a cancellation or schedule change), name and booking changes, and same-day disruption (delays, rebookings, missed connections). Each has a different best channel — phone is usually wrong for the first two, and the right channel for the last two.
For a detailed walk-through of each scenario — including timelines, what evidence to collect, and which jurisdictional rules apply — see our editorial guides:
- Airline baggage claims: lost, damaged and delayed luggage — the 7-day deadline, Montreal Convention limits, and how to file a PIR.
- Airline refunds and vouchers — when you're owed cash (not a voucher), how long the airline has, and how to dispute a refusal.
- How to reach airline customer service fastest — channel-by-channel playbook with IVR tactics.
Passenger rights when flying Kenya Airways in the EU
If your Kenya Airways flight departs from an EU airport — or arrives in the EU on Kenya Airways metal — you may be entitled to fixed cash compensation between €250 and €600 per passenger under EU Regulation 261/2004, separate from any refund. The threshold for the compensation right is a delay of 3 hours or more on arrival, a cancellation less than 14 days before departure, or denied boarding due to overbooking. The right to care (meals, accommodation during long waits) applies even when no cash compensation is owed.
Frequently asked questions about Kenya Airways
- What is Kenya Airways's customer service email?
- You can email Kenya Airways customer service at callcentre@kenya-airways.com.
- Where can I find Kenya Airways support online?
- Visit https://www.kenya-airways.com/ for official support options.
- Does Kenya Airways customer service offer support in English?
- Yes, Kenya Airways offers customer service in English. See the phone list on this page for the English-speaking line.
- How do I email Kenya Airways customer service?
- You can email Kenya Airways customer service at callcentre@kenya-airways.com. Chatbot, WhatsApp and a support form are also available if you need a faster reply.
- Does Kenya Airways offer WhatsApp support?
- Yes, you can contact Kenya Airways customer service via WhatsApp at 254705474747. See all contact channels on this page.
- Is Kenya Airways customer service available 24 hours?
- Kenya Airways customer service is not always available 24 hours a day. Check the opening hours section on this page for the current schedule.