How to Get a Refund from Kenya Airways: Forms, Eligibility, and Timelines

Kenya Airways has guidelines detailing how to apply for a refund for their flights, with processing taking up to 30 business days.

All requests must be made through the Kenya Airways Online Refund system or through the Manage Booking section.

Firstly, one must ensure that their tickets satisfy all conditions.

“Refunds are dependent on your specific ticket rules and fare conditions,” a statement by the airline says.

Kenya Airways noted that even if tickets are described as non-refundable, certain non-utilized tax fees could be eligible for refund.

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

How to Apply for a Kenya Airways Refund Online

The method you use depends on your booking class and when you plan to travel.

If you have already travelled past the scheduled time, missed your flight, or need to reschedule, you should submit your request through the Kenya Airways Online Refund Form.

For bookings made directly online that are not due to depart soon, you can log into the Kenya Airways Manage Booking section and cancel your flight under the “Cancel and Refund” option.

Before you submit the request, make sure that your ticket includes;

• Itinerary details.
• Passenger names.
• Payment details.

“Submitting the form automatically cancels your remaining unutilized itinerary,” KQ noted, stating refunds are completed within 21 to 30 days from the time of application.

Also Read: Step-by-Step Guide to Booking Kenya Airways Flights Online and on the KQ App

Refund Policy and Exceptions

In some instances, however, the Airline does not process refunds.

Tickets purchased through any travel agency (third party) will not be refunded directly by KQ.

Customers must contact the agency directly to handle their request for cancellation or refunds.

The airline does not handle bookings made by these agencies.

“For tickets purchased via Offline Sales channels like the ticketing office or over the phone, one needs to go to the sales office in person to get the refund processed or call the customer care center.” Noted KQ.

For tickets to and from the United States, the 24-hour policy may be applied. Passengers can cancel flights to and from the USA within 24 hours of their flight only if the tickets purchased were booked at least 7 days in advance.

With this, travelers shouldn’t use the ‘manage My Booking’ tab but should file a standard refund application, while “quoting the 24-hour full refund policy” on the claim.

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Passengers board the Kenya Airways Plane at the JKIA.PHOTO/The Standard