Kenya Airways customer care number: how to reach support quickly and get results

The primary 24/7 Kenya Airways contact center

As of 2025, Kenya Airways operates a 24/7 contact center for reservations, ticket changes, baggage queries, schedule updates, and general assistance. The main customer care lines used by travelers are: within Kenya 0711 024 747 (Safaricom) and 0734 104 747 (Airtel); from outside Kenya dial +254 711 024 747 or +254 734 104 747. These numbers route to the central team, which can access bookings made online, via the app, or through travel agents, provided you have your booking details to hand.

Calls are answered in English and Swahili, with additional language support available on a best-effort basis depending on time of day. Standard network charges apply; international calling rates vary by carrier. If you’re dialing from a corporate line or VoIP, confirm your plan’s international rate to Kenya (+254) before calling to avoid unexpected charges. For the smoothest experience, call during off-peak hours in East Africa (for example, 22:00–06:00 EAT), as wait times are typically shorter outside morning and early evening peaks.

What issues the customer care number can solve

The contact center can assist with time-sensitive changes such as flight rebooking, same-day standby where applicable, voluntary date changes (subject to fare rules), involuntary changes caused by schedule adjustments or disruptions, and adding ancillary services (extra baggage, seat selection, special meals, unaccompanied minor service). They can also process schedule change acknowledgments and provide updated e-ticket receipts when itineraries are modified.

For baggage issues, the phone team can advise on status once a file (Property Irregularity Report) has been created at the airport, help you understand compensation rules, and guide you on documentation. For refunds and post-travel claims, the phone team will generally open or locate a case and direct you to Customer Relations for formal processing. If you’ve booked through a third-party travel agency, the agent usually needs to action voluntary changes or refunds, but Kenya Airways can still confirm flight status, check-in rules, and operational policies.

Alternative ways to reach Kenya Airways (beyond the phone)

If phone lines are busy or you prefer written records, Kenya Airways provides several effective alternatives that complement the customer care number. These options are especially helpful for non-urgent cases, document submissions, or when you need to reference policies and confirmations later.

Use the channels below for targeted help, and always include your six-character booking reference (PNR), full name as per passport, and a reachable callback number in your message to accelerate resolution.

• Official website and app: Manage booking, seat selection, extra baggage, schedule changes, and check-in. Search for “Kenya Airways” in the iOS App Store or Google Play. The website’s Support or Contact Us section lists up-to-date phone numbers by country and service desks.
• Customer relations (post-travel): For refunds, feedback, and formal complaints, submit via the Customer Relations web form accessible from the Support/Contact section of the website. Include e-ticket numbers (13 digits), receipts, and any baggage file numbers. Expect acknowledgment within a few days; complex cases may take longer to resolve.
• Social media: Twitter/X and Facebook are actively monitored for general assistance and updates. Official handle: @KenyaAirways; official Facebook page: facebook.com/KenyaAirways. Do not share payment card details over social channels—request a secure link if payment is needed.
• Airport and city ticket offices: For in-person service such as document checks, excess baggage payment, and same-day itinerary fixes, visit Kenya Airways desks at airports where the airline operates. Hours align with flight operations; major hubs like Nairobi (JKIA) typically have extended or 24-hour coverage.

Country- and region-specific numbers and hours

Kenya Airways publishes local and toll-free numbers for many markets (for example, select countries in Africa, Europe, the Middle East, and North America). Local lines can reduce call costs and sometimes provide regional language support and business-hour coverage aligned to your time zone. Because these numbers are periodically updated, the authoritative source is the Contact Us/Offices section on the official website. Navigate to your country to see current phone numbers, hours, and email addresses for sales offices.

If you travel frequently between specific stations (for example, Nairobi–Johannesburg or Nairobi–London), save both the global 24/7 contact center and your local country office in your phone. During disruptions, local offices may publish temporary hotlines or extended hours; Kenya Airways typically announces these on its website and official social channels.

What to prepare before you call

Having complete, accurate information ready will shorten your call and increase the chance of same-call resolution. Agents authenticate customers for security; be prepared to confirm details that match your booking and payment records.

• Booking reference (PNR) and e-ticket number (starts with 706 for Kenya Airways-issued tickets), traveler names, travel dates, and flight numbers.
• Passport details and contact information on file (email and mobile number), plus Asante Rewards or partner frequent flyer number if applicable.
• Payment proof (last four digits of card, transaction date, currency, amount) for ticketing issues; for refunds, have your original form of payment and bank/card issuer details handy.
• Baggage documents: Property Irregularity Report (PIR) number, baggage tag number(s), and a clear description of the bag if delayed or damaged.
• For medical, special assistance, or unaccompanied minor services: required forms, lead times, and any doctor’s notes or approvals that the airline has requested.

Costs, processing times, and practical expectations

Phone service is provided without an airline-imposed call fee, but your carrier’s voice rates apply. For changes and services requested by phone, Kenya Airways may apply a service fee in addition to any fare difference and change penalties defined by your ticket’s fare rules. The agent can quote all amounts before you commit; ask for an itemized breakdown and an updated e-ticket receipt after payment.

Processing times vary: same-day reissues are typical for confirmed changes paid by card; refunds can range from a few business days to several weeks, depending on the ticket type, payment method, and the nature of the claim (for example, voluntary refund vs. involuntary disruption). If you are reprotected due to a schedule change, keep SMS/email notifications and request written confirmation of your new itinerary.

Escalations, complaints, and after-service follow-up

When an issue requires investigation (damaged baggage, denied boarding, significant delay, or service shortfall), ask the phone agent to create a case and provide the case/incident number before ending the call. Keep all receipts and communications. For formal complaints, submit via the Customer Relations form on the official website; attach supporting evidence (tickets, boarding passes, PIR, photos of damage, receipts for reasonable expenses). Response targets typically range from 7 to 30 calendar days depending on complexity.

For flights to or from jurisdictions with specific passenger rights (for example, EU Regulation 261/2004 on eligible itineraries), the Customer Relations team will advise applicable rules and documents needed. If you do not receive acknowledgment within the stated timeframe, follow up using your case number via the phone line or the same web form to maintain a consistent record.

Security and fraud precautions

Only use phone numbers listed on Kenya Airways’ official website or printed on your e-ticket/itinerary receipts. If you receive an unsolicited call or direct message asking for card details, do not disclose sensitive information; instead, hang up and call the verified customer care number. Kenya Airways will never ask for your full card number, PIN, or online banking passwords over the phone or social media.

Before making any payment, request a secure payment link or pay through the official app or website. Always verify that the domain is the legitimate Kenya Airways site and that the connection is secure (https). Keep copies of all receipts and the updated e-ticket for your records.

Important note on accuracy

Phone numbers and office hours may change. If a line is unavailable or you suspect it has been updated, go to the official Kenya Airways website and open the Contact Us or Offices section for the latest customer care numbers by country. When in doubt, you can also reach out via the verified @KenyaAirways social accounts to request the current telephone details.