As part of our commitment to transparency and care, Kenya Airways ensures that passengers departing from Thailand are protected under the Civil Aviation Board (CAB) Regulation No. 101. This regulation outlines your rights in the event of denied boarding, flight delays, cancellations, or changes in travel class.
Vous pouvez être éligible aux dispositions décrites ci-dessous si :
You checked in on time or as advised electronically.
You were transferred from your reserved flight to another. Your flight was rescheduled by more than 5 hours or cancelled.
The disruption was not due to extraordinary circumstances.
You were not travelling under an unpublished promotional or free fare.
As part one of our customer promise, which is to provide a "delightful experience with a caring African touch", we have ensured our pricing is clear and easy to understand. Thus, your ticket will show the following where necessary.
Airfare
Taxes and surcharges
Credit card fees
Ancillary charges, if applicable. For instance, baggage
Conditions of carriage and refund
Allowed baggage details
Name of the operating carrier
In the event of a flight delay, Kenya Airways will provide assistance based on the duration of the delay and the flight distance, in accordance with Thailand’s Civil Aviation Board Regulation No. 101.
Complimentary meals and refreshments.
Access to communication services (e.g., phone calls or email)
Complimentary meals and refreshments
Access to communication services
Hotel accommodation and transport between the airport and hotel (where an overnight stay is necessary)
Compensation of 1 500 THB in the equivalent travel voucher of equivalent value (issued upon consent)
The option to cancel your trip and request a full refund for the unused part of the journey
Complimentary meals and refreshments
Access to communication services Hotel accommodation and transport between airport and hotel, if required
Compensation as below in the equivalent travel voucher
2 000 THB for flights up to 1 500 km
3 500 THB for flights between 1 500–3 500 km
4 500 THB for flights over 3 500 km
The option to cancel your trip and receive a full refund, including return to the point of departure if needed.
The option to rebook on the next available Kenya Airways or partner flight, or alternative transport to your final destination, at no extra charge.
Disembarkation after 3 hours of tarmac delay if no take-off is confirmed, except where prohibited for safety, security, or air traffic management reasons
If you are denied boarding against your will or your flight is cancelled, and the disruption is not caused by extraordinary circumstances, Kenya Airways will provide you with care, compensation, and alternative travel options as outlined below:
Complimentary meals and refreshments during the waiting period.
Access to communication facilities (e.g., telephone calls or email)
Hotel accommodation and transport between the airport and hotel, if the next available flight departs the following day.
You are entitled to compensation based on the flight distance:
2 000 THB for flights up to 1 500 km
3 500 THB for flights between 1 500 and 3 500 km
4 500 THB for flights over 3 500 km
You will be offered the choice of:
A full refund of the unused portion of your ticket.
Re-routing to your final destination at the earliest opportunity, under comparable conditions.
Rebooking for a later date of your choice, subject to seat availability.
Alternative transportation to your final destination, at no extra cost
Kenya Airways is committed to the comfort and safety of all passengers during unexpected ground delays. In accordance with Thailand’s Civil Aviation Board Regulation No. 101, we ensure that essential care is provided when passengers are required to remain onboard during extended tarmac delays.
If a flight remains on the tarmac for more than 3 hours without a confirmed take-off, and it is not restricted by safety, security, or air traffic control, passengers will be permitted to disembark. During such delays, we will also ensure:
Proper air circulation, restroom access, and medical aid.
Disembarkation allowed after 3 hours if no take-off.
In some situations, your right to compensation may not apply. These are known as extraordinary circumstances — events that are beyond the airline’s control even when all reasonable measures have been taken.
Compensation will not be provided if the disruption is due to:
Severe or adverse weather conditions
Political instability or civil unrest Natural disasters (e.g., floods, ash clouds, storms)
Air traffic control restrictions or decisions Airport operations disruptions
Security risks (e.g., unruly passengers or bomb threats)
Medical emergencies onboard or involving other passengers Bird strikes or damage from foreign objects
Sudden crew or pilot illness
Compensation is also not due if:
You were informed of the cancellation at least 7 days before your scheduled departure, or
You were offered an alternative flight that arrives at a similar time (less than 3 hours’ difference)
If you are entitled to a refund for your ticket or a portion of it due to cancellation, denied boarding, or significant delay, Kenya Airways will process the reimbursement within the following timelines:
Cash payments – within 14 days
Credit card purchases – within 45 days
Travel voucher– within 7 days, subject to your prior consent
Tickets purchased through travel agents – within 60 days
Refunds are issued using the original form of payment unless otherwise agreed.
You may be asked to return unused flight coupons and confirm identity before processing.
If you choose to receive a travel voucher instead of a cash refund or compensation, the following terms apply:
Valid for 12 months from the date of issue
Can be used for ticket purchases, baggage fees, or ticket upgrade
Can be transferable to a family member or friend, provided the request is made prior to issuance. Terms and conditions remain unchanged
Reporting and Complaints
If you believe that you were denied boarding, or your flight was delayed or cancelled and you consider your air passenger rights were not honored, you can submit a complaint to Kenya Airways Customer Support. Or you can file a complaint at www.caat.or.th