Kenya Airways provides clear procedures for passengers seeking refunds due to flight cancellations, delays, or other special circumstances.

Customers may be eligible for a refund on unused or partially unused Kenya Airways tickets, depending on the type of ticket purchased.

Whether your plans change, your flight is canceled, or unforeseen circumstances arise, understanding the airline’s ticket refund rules and procedures is essential.

This guide explains who is eligible for a refund, how to apply, and what to expect during the process, ensuring you can manage your bookings with confidence.

How to Apply for a Kenya Airways Ticket Refund: Step-by-Step Guide

Refunds are issued according to the applicable fare conditions and can only be credited to the original form of payment.

For tickets purchased on kenya-airways.com with future travel, use the Refund Widget to apply.

For past or cancelled travel, complete the online Refund Form. Submitting the form will cancel the entire booking.

When you are in Modify My Booking, select ‘Cancel and refund’. Please be aware that if your ticket is open, all sectors will be cancelled. Choosing to Refund will cancel the entire ticket, including all flights.

Tickets bought through preferred travel agents must have cancellations and refunds handled directly with the agent.

Tickets purchased from Kenya Airways ticketing offices or contact centers require visiting a sales office or calling the contact center to arrange cancellation and refund.

For quicker resolutions, feel free to contact our Customer Care Centre on +254711024747, +254734104747, or WhatsApp on +254 705474747, and the KQ team will assist you.

Also Read: How to Book a Kenya Airways Flight Online

Refund Processing Times

• Kenya Airways will process refunds for eligible tickets within 21–30 business days for credit or debit card purchases. This does not include your bank’s own processing time.
• All refund requests are subject to the rules of the ticketed fare, and fees or penalties may apply. Your itinerary will be cancelled once the refund is processed.
• Tickets purchased through travel agencies cannot be refunded by Kenya Airways. Please contact your travel agency directly to request a refund.
• Any date changes requested are subject to the applicable fare conditions.

Refund Cases

  Flight Cancellations or Delays: If your flight was cancelled or delayed for more than eight hours, you can complete the refund form online. Submission of the form cancels the entire booking.

  If your Kenya Airways flight was cancelled and you did not take an alternative flight, you may be eligible for a refund.

  Medical or Death-Related Cases: In the event of a passenger’s death or if a flight is cancelled due to medical reasons, the refund form must be completed.

• Death: Refunds due to a passenger’s death apply only to the affected passenger. Family members traveling with the passenger are not eligible for a refund, although date change fees may be waived.
• Medical Reasons: If a passenger cannot travel due to medical reasons, Kenya Airways does not provide a refund or allow free ticket changes. The passenger must follow the standard fare rules for that ticket, which may include fees or restrictions for changes or cancellations.

Also Read: How to Easily Rebook Your Kenya Airways Flight After Delays or Cancellations

Non-Refundable Tickets

Passengers holding non-refundable tickets have up to one year from the original issue date to reschedule travel without losing the ticket’s full value, minus any applicable change fees.

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A collage of Kenya Airways CEO Allan Kilavuka and a KQ Plane. Photo/Courtesy