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.
- Email: callcentre@kenya-airways.com
- Website: https://www.kenya-airways.com/
- WhatsApp: https://wa.me/254705474747
Fastest way to reach Kenya Airways
Pick the channel that matches your request — it reduces wait time and avoids transfers:
- Baggage (lost, damaged, delayed) — start with the airline's online baggage tracer, then follow up by phone if unresolved.
- Refund or reimbursement — submit the online refund form on the official airline website.
- Name change, seat selection, booking modification — easiest through "Manage my booking" on the website; phone as fallback.
- Complaint or feedback — use the written complaint form on the airline's website so the case is traceable.
Common Kenya Airways support topics
Baggage claim. If your luggage arrives damaged, missing, or delayed, report it at the airport baggage desk before leaving and keep your baggage tag — the reference number is required for the online tracer. Compensation for lost baggage is governed by the Montreal Convention.
Refunds and reimbursement. Refund eligibility depends on the fare rules of your ticket. Non-refundable tickets may still qualify for a tax refund or travel voucher. When Kenya Airways cancels a flight, you can request a full cash refund via the online form regardless of fare class.
Name change and booking modification. Minor spelling corrections (up to 3 characters) are typically free. Larger changes, passenger substitution, or date/route changes follow your fare's change rules — check "Manage my booking" before calling.
Online check-in. Kenya Airways online check-in typically opens 24–30 hours before departure. At Jomo Kenyatta International Airport and most major hubs, you can drop bags at self-service kiosks. Mobile boarding passes are supported in the airline app.
Special assistance. Request mobility, medical or unaccompanied-minor assistance at least 48 hours before departure through the contact channels above. Bringing a service dog or medical equipment requires advance notification.
Passenger rights in the EU (Regulation 261/2004)
If your Kenya Airways flight departs from an EU airport, or arrives at an EU airport operated by an EU carrier, you may be entitled to compensation and care under EU Regulation 261/2004 when:
- your flight is delayed 3 hours or more on arrival;
- your flight is cancelled less than 14 days before departure;
- you are denied boarding due to overbooking.
Compensation ranges from €250 to €600 depending on flight distance, and is not payable for delays caused by extraordinary circumstances such as severe weather or air-traffic control strikes. You are also entitled to meals, refreshments and, where necessary, overnight accommodation during long waits.
This is informational, not legal advice. Submit claims to Kenya Airways via the contact channels above, or consult the EU air passenger rights overview on Your Europe.
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.
Related airlines
Other SkyTeam airlines: Aeromexico · Air Europa · Air France · China Airlines · China Eastern
About Kenya Airways
Kenya Airways was founded in 1977 and is headquartered in Nairobi, Kenya. Its primary hub is Jomo Kenyatta International Airport (NBO). IATA code KQ, ICAO code KQA.
Kenya Airways is a member of the SkyTeam alliance.