What is Kenya Airways Cancellation Policy?

Kenya Airways provides flexible cancellation options, fare-specific refund rules, and offers a dedicated self-service rebooking tool that helps passengers manage flight disruptions with ease.

This article explores everything you need to know about Kenya Airways’ Cancellation Policy – from the 24-hour risk-free cancellation window to how you can request a refund online, by phone, or at the airport.

What is Kenya Airways’ 24-hour Cancellation Policy?

Kenya Airways offers a passenger-friendly 24-hour cancellation policy for travelers who booked directly through the Kenya Airways official website. 

Kenya Airways’ 24-hour cancellation policy applies only to flights originating from the United States.

Under this policy, passengers can cancel a booking within 24 hours of purchase for any reason and will receive a full refund with no cancellation fees. 

To request a refund:

• Submit your cancellation through the official Online Refund Form with a 24-hour grace period.
• You must mention the “24-hour full refund policy” in the form before submitting.
• Once your request is received, Kenya Airways will process the refund within 10 business days. 

Please note: The 24-hour policy applies only to cancellations of flights. If you request a change of travel dates, standard fare conditions and change fees may apply. 

How much is the Kenya Airways Cancellation Fee?

Kenya Airways’ cancellation fee varies depending on how and where the ticket was booked. Whether you cancel online, over the phone, or through an agent, a penalty may apply. 

Here’s a detailed breakdown:

Booking Channel	Cancellation Method	Cancellation Fee (USD)
Online Bookings	Cancellation via Online Refund Form	From 100 – 300
Telephone Bookings	Cancellation via Phone Reservations	From 100 – 300
Agent Bookings	Cancellation of Agent-Booked Ticket via Phone	From 100 – 300
Airport Ticket Office Bookings	Cancellation of Ticket Booked at Airport	From 100 – 300

How much is the Kenya Airways Cancellation Fee for Each Fare?

While Kenya Airways applies standard service fees based on the booking channel, the actual cancellation penalty also depends on the fare type you’ve booked. 

Here is a detailed breakdown of cancellation rules and refundability for all fares offered by Kenya Airways:

Fare Type	Refundability	Cancellation Penalty (USD)
Economy Flex	Refundable	300 per passenger
Economy Super Flex	Refundable	100 per passenger
Business Lite	Refundable	100 per passenger
Business Super Flex	Fully Refundable	No cancellation penalty

• Economy Flex permits cancellations, though a flat fee of 300 USD per passenger applies.per passenger. This is in addition to any administrative fee based on your booking channel.
• Economy Super Flex allows cancellation with a 100 USD cancellation fee per passenger. An additional service fee may depend on the booking channel.
• Business Lite fares are refundable, but the exact penalty is 100 USD per passenger, alongside the service fee. 
• Business Super Flex fare is fully refundable and does not impose any cancellation fees. You can cancel this for free any time before the scheduled departure. 

How to Cancel Kenya Airways Flight Booking?

Kenya Airways allows plenty of ways to cancel your flight booking. You can complete the process online, by phone, or directly at the airport.

 Here’s a step-by-step guide that will help you navigate your request:

Cancel Kenya Airways booking online.

If you booked your ticket through Kenya Airways’ official website, you can cancel your flight online. Follow these steps:

• Go to www.kenyaairways.com.
• Navigate to Book & Manage, and then choose the ‘Change Booking’ option from the Manage Booking section. 

• Provide your booking reference number (PNR) along with your last name.
• Choose the flight you want to cancel.
• After you choose a flight, you will see the fare conditions and any applicable cancellation fee for your booking.
• At the checkout page, confirm the cancellation.
• The airline will send the confirmation and refund receipts to your registered email.

Cancel Kenya Airways booking over the phone.

If you booked through customer service or are seeking assistance for a multi-city itinerary,  ground booking, or want to cancel select passenger(s) on the booking, you can speak to the Kenya Airways representative.

• Navigate to the Help section and select the Contact Us page.

• Scroll down to the Get In Touch section, and select the country from which you’re calling. 

• Once we select the United States, it gives the Customer Service contact details.

• Wait for the flight representative to get connected.
• Provide your booking reference and the passenger’s name for verification purposes.
• The representative may ask you about the date of birth or the last 4 digits of the card verification for additional verification.
• Ask the agent to cancel your booking.
• The agent will brief you about the fare rule and inform you about any applicable Kenya Airways cancellation fees for your booking. 
• If you agree to the refund, the agent will initiate cancellation for your flight booking. 

Cancel Kenya Airways booking at the airport ticket office: 

If you prefer in-person assistance or have booked your ticket at the airport:

• Go to the airport where Kenya Airways operates.
• Carry valid identification and your ticket/PNR.
• Request to cancel your booking and confirm cancellation charges.
• Refunds will be issued to the original method of payment.

What to Do if Kenya Airways Delays or Cancels a Flight?

Situations like weather disruptions, technical issues, or air traffic control delays may lead to unexpected flight delays or cancellations. 

If your Kenya Airways flight is disrupted, do the following:

Use Kenya Airways’ self-rebooking service: Kenya Airways provides a convenient self-rebooking service that allows passengers to rebook their flight at no additional charge. 

You can reschedule a flight via the Kenya Airways website or the KQ mobile app. 

How to rebook a delayed or canceled Kenya Airways flight?

Follow these steps if you want to rebook your flight online:

• Go to the Kenya Airways website or use the KQ mobile app.
• Input your booking reference and last name.
• View alternative flights and select the one that best fits your travel plans.
• Confirm your new flight itinerary free of cost.

If you prefer personalised assistance, you need to contact Kenya Airways’ customer service or visit the nearest airport ticket office.

For long delays or overnight rescheduling, Kenya Airways offers hotel accommodation, airport transfer, and meal vouchers.

How Can I Request a Refund from Kenya Airways?

If your travel plans change, Kenya Airways offers multiple options to request a refund. However, the refund amount varies depending on how you booked a Kenya Airways flight and whether the reservation is fully or partially unused. 

Here’s everything you need to know about Kenya Airways’ refund policy:

Who is eligible for a refund: Passengers are eligible for a refund under the following conditions:

• You purchased a Kenya Airways Economy Flex or Business Flex fare.
• You purchased a non-refundable fare, and it is not used. The Kenya Airways cancellation fee applies, and you can claim a refund on airport taxes and government-imposed fees.
• Your flight was either canceled or delayed by eight hours or more.
• You cancel the travel plan due to medical reasons or the death of the passenger.

How to request a refund based on where you booked your Kenya Airways flight?

Whether you booked online or through a travel agency, the method of claiming a refund may vary as given below:

• Kenya-airways.com: Under the Manage Booking section, select the Online Refund tab.
• If the flight has already flown, you need to fill out the Online Refund Form. 
• Through a travel agent: Navigate the Contact Us page on the Kenya Airways website and search for the number for your country.
• Kenya Airways ticket office: Visit the nearest KQ sales office for any cancellations and refunds. 

What about taxes, fees & surcharges?

Whether your Kenya Airways flight ticket is refundable or not, you are entitled to a refund of:

• Government-imposed taxes
• Airport charge
• Fuel surcharges (YQ fare on your e-ticket)

When can I expect to receive my refund?

Credit/debit card refunds are processed within 21-30 business days. Kenya Airways processes refunds in the original method of payment.

Are non-refundable tickets eligible for any kind of refund?

Yes, but passengers would not get a full refund. Here are your options:

• You may be eligible to claim a refund for taxes and government-imposed fees.
• You have 1 year from the date of ticket issue to reschedule your travel. In this case, you can retain the full value, but a change fee may apply.
• In case of flight delays of 8 hours or more or flight cancellations, passengers can claim a refund for the unused portion of the fare.

Bereavement reasons: In the event of the passenger’s death, a full refund will be issued upon providing a valid death certificate.. In addition:

• If cancelling a flight for medical reasons, a cancellation fee may still be applicable. 
• Accompanying family members are not entitled to any refund. 

Conclusion

From the 24-hour cancellation grace period to fare-specific refundability and a simple online cancellation process, Kenya Airways empowers passengers for a hassle-free travel. Even if your ticket is non-refundable, you can still claim unused taxes or reschedule your flight within a year. And in case of flight delays, the airline offers free rebooking and even hotel accommodations, if necessary.

By understanding the Kenya Airways cancellation policy, cancellation fee structure, and refund options, you can make an informed decision before or after your trip. 

Frequently Asked Questions (FAQs)