Kenya Airways Reveals Easy Way to Change Your Flight Without Calling Customer Care

Kenya Airways has introduced a service that allows passengers to change their flights online if their flights are delayed or canceled.

This service is free and does not cost anything extra; the airline calls it the Convenient Self-Rebooking service.

Passengers can use this service through the Kenya Airways website and mobile app.

However, passengers can only access it if the flight is delayed, canceled, or rescheduled.

To use this service, travelers access the KQ portal at https://digital.kenya-airways.com/servicing/self-reaccommodation/retrieve.

Passengers can also go to the Kenya Airways website, click on “Manage Booking” and use the rebooking link.

Also Read: Kenya Airways Publishes Official Steps to Track Lost and Delayed Baggage

Process and Conditions for Passengers to Change Kenya Airways Flight Using an Airline’s Self-Service System

Passengers need to enter their booking reference and last name or e-ticket number to use the service.

The system will then show them flights that are available within 24 hours of the original departure time or up to 7 days later.

Once a passenger chooses a flight and confirms it, they will get an email with their new e-ticket and boarding pass.

Kenya Airways says that this service is free and passengers will not have to pay any fees to change their flights.

However, this service only works for flights that have been disrupted.

If a passenger flight has not been changed, they need to follow the rules to change their flight by contacting the Kenya Airways Contact Center or a travel agent.

If a passenger does not choose a flight, Kenya Airways will automatically assign them to the next available flight and send them an email with their new travel details.

The airline also says that any checked-in baggage will be moved to the flight automatically.

Also Read: How to Upgrade Your Kenya Airways Seat Online: Bids & Extra Legroom

Airline Policy on Changing Award Tickets Due to Flight Disruptions

Passengers who have award tickets can also use this service to change their flights.

However, there are some limits to this service.

The board only changes the part of the journey that has been disrupted.

KQ gave an example stating that if the outbound flight is delayed but the return flight is not, passengers cannot use this service to change their return flight.

The airline says that this service will reduce the time passengers spend waiting in queues or on the phone to change their flights.

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Passengers Board Kenya Airways Plane at the JKIA
PHOTO/The Standard