Kenya Airways Policies and Guidelines with Contact Details 2020 Update

Filed in Articles by on October 21, 2020

Kenya Airways Policies and Guidelines with Contact Details 2020 Update.

Kenya Airways Policies: Kenya Airlines is one of the best and safest airlines one can travel with. Kenya Airways is the flag carrier of Kenya with its hub at Jomo Kenyatta International Airport, Kenya.

The airline flies to 53 destinations worldwide destinations both domestic and international including Nairobi, Luanda, Cotonou, Gaborone, Ouagadougou, Bujumbura, Douala, Yaounde,

Bangui, Guangzhou, Moroni, Abidjan, Kinshasa, Kisangani, Lubumbashi, Djibouti, Cairo, Malabo, Addis Ababa, Paris, Libreville.

Kenya Airways Policies and Guidelines with Contact Details

Other places include Accra, Hong Kong, Mumbai, Kisumu, Malindi, Mombasa, Monrovia, Antananarivo, Blantyre, Mahe, Freetown, Johannesburg, Juba, Khartoum, and many others. They offer flights to Kilimanjaro International Airport as a gateway to the Serengeti national park.

Kenya Airways was established in 1977 and is a member of the Sky Team Alliance and is a leading African airline, carrying over four million passengers annually. They offer world-class standards in service delivery, product quality, and operational performance.

“The Pride of Africa”, aims to be the airline of choice, connecting the World to Africa and Africa to the World.

As part of its Star Alliance membership, they have codeshare agreements with Onur Air, KLM, Air France, Korean Air, Aeroflot, China Southern, Kulula, Garuda Indonesia, Saudi Arabian Airlines, Vietnam Airlines, China Eastern, Precision Air, Air Mauritius, Air Mozambique, Jet Airways, TAAG-Angola Airlines, Air Burkina and Air Namibia.

Policies and Guidelines of Kenya Airways

1. Duplicate bookings

It is prohibited to create:

  • Multiple segments with the same origin or destination
  • Situations where the origin or destination is repeated multiple times in the same itinerary.
  • Situations where the scheduled departure and arrival times of multiple segments in the itinerary overlap each other
  • Situations where the itinerary is determined to be un-flyable

2. Married Segments Logic (MSL)

  • It is prohibited to manipulate or circumvent the Married Segment Control applied on Origin and Destination (O&D) connections in the itinerary either before or after the End of Transaction
  •  All O&D bookings must be created using POS O&D availability

3. Speculative Bookings

It is prohibited to create:

  •  Bookings for training- or testing purposes (Best practice: Use training mode of your
  • Numerous and massive non-customer based bookings
  • Bookings for fare quote (Best practice: Use GDS non-billable status codes or quote fare without ending the transaction)
  • Bookings for administrative reasons like Visa, Invoice, etc (Best practice: Use the GDS auxiliary segments or non-billable status codes
  • PNR’s containing false or fictitious passenger names

4. Name changes/Corrections

  • Ensure that passengers are re-booked using the names as they appear on passport or other valid travel documents
  • In situations when a name change or correction is required, please strictly adhere to Kenya Airway’s policy for name modification and e-ticket re-issue.

5. Inactive Bookings

  •  All inactive segments must be removed from the GDS PNR at least 24 hrs before departure.
  • Inactive segments of status codes include HX, NO, UC, and UN. (Best practice: Agents should monitor their queues on a daily basis)

6. Churning

It is prohibited to:

  • Repeatedly book and cancel a segment across one or more PNR’s/or GDS’s within the same class or different classes of service, with the goal to circumvent or extend ticketing time limits, hold inventory, or to meet GDS productivity targets.

Kenya Airways Policies and Guidelines with Contact Details2

7. Day of departure-Un-ticketed Bookings and cancellations

Whenever possible, the following best practices should be observed:

  • Bookings made within 24 hrs before departure should be either ticketed or canceled at least 24 hrs before departure
  • All bookings made prior to 24 hrs before departure should be either ticketed or canceled at least 24 hrs before departure
  •  If for ticketing purpose, PNR Claim is needed, it should take place prior to 24hrs before departure

8. Ticketing time limit circumvention

It is prohibited to use:

  • False or voided ticket numbers
  • A Ticket Time Limit waiver remark to delay
    the ticketing date for ineligible bookings

9. Wait-list Misuse

It is prohibited to:

  • Create duplicate waitlist segments for the same flight in the same cabin within the same PNR or with different PNRs
  • Waitlist on a lower booking class for a passenger already confirmed on the flight/cabin (Best Practice: Agents should remove confirmed waitlist segments when the passenger no longer intends to travel).

10. Group bookings

It is prohibited to:

  • Request group bookings not directly related to a customer request
  • Create bookings that circumvent group booking procedures including, without limitation, creating “hidden groups” by making multiple separate individual bookings intended as a group.

11. Passive segments

  •  Passive segments are only permitted for ticketing when the passive booking is synchronized with the airline’s systems (same name, itinerary, class of service and number of passengers)
  • Passive segments are only permitted for groups or individual reservations which are split from groups
  • Passive segments must not be canceled after the issuance of tickets to avoid cancellation of space
  • Passives are not permitted against active inventory booking on the same GDS or on a different GDS by the same agent (Best practice: PNR claim functionality should be used when possible. Agents should always book and ticket from the same GDS).
  • It is prohibited for passive bookings to be used for, but not limited to; satisfying GDS productivity target, circumventing fare rules, administrative functions such as an invoice, or itinerary printing.

12. Secure flight information

The following information must be provided for each PNR as it appears on government-issued identification at least 72 hrs prior to departure:

a) Legal name
b) Date of Birth
c) Gender
d) Tel. and email number (If applicable)

Contact details

Kenya Airways Head Office:  Airport North Road, Embakasi P.O. Box: 19002 – 00501. Nairobi, Kenya.

Contact Center (24 Hours). Tel: +254 20 327 4747

For, more information about Kenya air, visit:

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CSN Team.

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