How to File a Complaint with Kenya Airways: Email, Phones and Form

Written By Joanna Teljeur

Last Updated: September 18, 2024

If you’ve had an unpleasant experience with Kenya Airways, the last thing you want to deal with is looking for their contact info in order to file a complaint. Still, you know it must be done.

So to make it easier for you, we’re going to give you all the most important details to file a complaint or a compensation claim, plus tips on the best methods for a favourable outcome.

Had a delayed or cancelled Kenya Airways flight to or from the EU?You might have a right to compensation - up to €600.Check Your Flight

What Should You Complain About? 

When you’ve had a less-than-enjoyable experience, it’s always worth mentioning it to the airline. But it’s important to understand that some situations are more likely to result in compensation than others.

• Flight delays: Depending on the specifics of your flight, you could be entitled to a maximum of £520 (€600) in flight delay compensation provided your trip began at an EU or UK airport. 
• Cancelled flights: When Kenya Airways cancels a flight without adequate notice, you could also be compensated similar to that of flight delays.
• Lost or damaged baggage: Should Kenya Airways lose or damage your luggage, you could be entitled to as much as £1,300 (€1,700) depending on your specific route.
• Denied boarding: Suppose that Kenya Airways oversold a flight and you, as a ticketed passenger, were bumped as a result. If this happens, you could be in line for as much as £520 (€600) in compensation.
• Poor experiences: If you’re dissatisfied with any aspect of your Kenya Airways experience, it’s always worth filing a complaint. You may get vouchers or other discounts for your trouble. 

Your Passenger Rights in Europe and the UK 

Even though Kenya Airways isn’t located in the UK or Europe, as an airline, they are still compelled to follow the rules and regulations whenever they depart from an airport in these regions. The specific regulations they must comply with is Regulation EU 261 and Regulation UK 261. 

So, whenever you experience flight delays of at least 3 hours or you’re given notice of a cancellation less than 14 days before your flight, you can lodge a complaint with Kenya Airways.

The exact amount of your Kenya Airways compensation payout is based on the distance of the flight in question.

Kenya Airways Complaints: What We Suggest

The devil is in the details, as they say, so before you begin, make sure you have all the relevant information ready.

1. Don’t wait. If you have an issue with the airline, it’s best to submit it as soon as you can. Doing this while the details are still fresh will help you provide all the important information. 
2. Get all your travel documents. This means booking numbers, boarding passes, receipts, photos, and anything else that will validate your complaint.
3. How to contact you. Let Kenya Airways know the most reliable way to get a hold of you and give them that contact info.
4. Tell them what you want. It’s best to be polite but direct. Tell them that you are aware of your passenger rights and what you expect. If you’ve had flight interruptions, don’t hesitate to follow the passenger rights regulations we mentioned earlier.

Kenya Airways Contact Information

It’s usually better to submit your complaints in writing so you have a record of what was said and when. You can find all the modes of communication for the airline below.

Email

You can send your complain by email to: customer.relations@kenya-airways.com.

Phone Numbers

• +254 734 104 747 - Global Telephone
• +254 711 024 747 - Global Mobile 
• +254 705 474 747 - WhatsApp

Complaints Form

On the Kenya Airways’ site, go to CONTACT. On that page you’ll see MAKE AN ENQUIRY.

Click on the button and you’ll be taken to a new window where you can complete the form as seen below.

Flight Disruption? Let AirAdvisor Help!

We can make the complaint process easy with an even greater chance of successful compensation. We’ve been defending passenger rights since 2017 and we have a 98% win rate. Ready to get started? 

1. Go to the the AirAdvisor homepage
2. Provide your flight details and click on Check Compensation
3. Then follow the prompts that will ask you for additional information
4. After we do the initial review, we’ll contact you if we need more details for your claim.

We operate on a no-win, no-pay basisThis means that if you get compensated, we deduct a small percentage, but in the rare case we can’t secure your compensation payment, you pay nothing at all.Check Your Flight