How does it works?
Fill out the form
Find out if the airline owes you an indemnity and upload the necessary documentation to start the claim
We fight for your rights
We negotiate with the company and, if we do not reach a satisfactory agreement, we will take judicial action with no extra cost for you
We won your claim
Once the claim is won, we charge our fees and we transfer your money
Recover your money
You can get compensation of 250€ up to 1.400€ per passenger, without anticipating anything.
Our specialized attourneys take care of everything, saving you the paperwork and the stress of the legal process.
No initial cost
We only charge in case of obtaining compensation, and we advance all the necessary expenses to obtain it.
In good hands
We are experts in airline claims, our success rate is above 98%. Our management is clear and transparent.
How much will the claim cost you?
* In case of initiating legal actions to obtain compensation, an additional commission of 15% (+VAT) will be added.
About Kenya Airways
What are you entitled to if your flight with Kenya Airways is delayed?
In the case of a flight delay of more than 2 hours, the Kenya Airways ground staff must offer you free meal and drink tickets according to the waiting time required. In addition, the user is entitled to two telephone calls, fax messages or e-mails.
In the event that an overnight stay is necessary, the Kenya Airways company must provide accommodation, daily allowance and travel to and from the airport from the place of accommodation.
In addition, reimbursement and return flight. If your flight is delayed for more than 5 hours, in addition to assistance, you are entitled to a refund, within 7 days, of the full cost of the unused leg(s). It may also be the case that Kenya Airways must provide you with a return flight to the first point of departure in the event that you have already made the first leg and miss the connecting flight.
What compensation am I entitled to if Kenya Airways's flight is delayed?
Compensation for delay of a flight from Kenya Airways
The delay entitling you to compensation is calculated according to the time of arrival at your destination. If you arrive at your destination 3 hours or more after the scheduled time, you are also entitled to claim financial compensation, except if the delay is due to extraordinary circumstances such as weather conditions. The amount to be received will vary depending on the distance to the destination.
- Up to 1500 km, it is 250 euros.
- Between 1501 and 3500 km, it is 400 euros.
- If the distance exceeds 3500 km, then the amount to be claimed is 600 euros.
What should Kenya Airways compensate in case of cancellation?
In case of cancellation by the air carrier Kenya Airways, a flight has to be made with compensation to the passenger. The only exception is if the cancellation is due to extraordinary circumstances that could not have been avoided (political instability, weather conditions incompatible with the operation of the flight, safety risks, unexpected flight safety shortcomings, airport congestion, air traffic management and strikes affecting the air carrier's operations).
If the air carrier Kenya Airways gives the passenger between two weeks and seven days notice of the cancellation of the flight in advance of the scheduled departure time, and if the passenger is offered re-routing that allows him/her to depart no more than two hours before the original departure of the flight, then he/she cannot claim compensation on the grounds of the cancellation. Furthermore, Kenya Airways must also ensure that he/she arrives at his/her final destination less than four hours later than the scheduled arrival time of the originally contracted flight.
If Kenya Airways is notified to the passenger less than seven days before the scheduled departure time and the passenger is not offered another flight that allows him/her to depart no more than one hour before the original departure time of his/her flight, then the passenger of Kenya Airways may claim under similar conditions as for the delay. The criterion will be according to the length of the flight for a higher or lower amount: for flights of less than 1,500 km it will be EUR 250.
For intra-Community flights of more than 1,500 km the amount will rise to 400 euros and for the rest of the trips, between 1,500 and 3,500 km, as well as the rest of the flights not included in the previous points, the amount will rise to 600 euros. Compensation will be paid by bank transfer.
What if you are denied boarding at Kenya Airways?
If you are at the airport and are refused boarding, speak to Kenya Airways staff on the ground. They will be able to provide you with information on how to make alternative travel arrangements, as well as claim compensation and request reimbursement of the voucher if you ultimately decline to travel.
As in the previous cases, Kenya Airways must pay for ground transport, accommodation, food and drink. However, this will be to the extent that the costs are in line with Kenya Airways's expense policy. You will also be entitled to compensation in accordance with Regulation (EC) No 261/2004. To check what you are entitled to claim, it is advisable to look at the information on your rights in case of flight delays or cancellations (also due to overbooking) of Kenya Airways.
For flights of less than 1500 km, the amount is 250 euros. Between 1501 to 3500 km, then it will go up to 400 euros. In case of overbooking on flights over 3500 km, the compensation can be up to 600 euros.
What do I do at the airport if my bag has not arrived on my Kenya Airways flight?
Before leaving the baggage claim area, please proceed to the Lost and Found office. Once at the Lost and Found office, you will be given a Baggage Irregularity Report (BIR) to report the incident, give a description of your baggage and start tracking your bag. Kenya Airways will arrange for the baggage to be sent to the customer within 24 hours if it has not arrived at the terminal. Under normal conditions, most luggage is located and delivered within 72 hours.
It is essential to fill in the form with the written details exactly as they appear on the documentation given to you at the airport. In addition, remember to have the original documentation at hand, also at the time of delivery of your damaged baggage. Along with the completed PIR, also the damaged bag tag, boarding pass and itinerary and a photocopy of your ID card or passport.
If your baggage has been delayed, you should also bear in mind that delivery may be subject to the country's customs conditions and your presence at the airport may be required by the authorities.
What should I do if I do not receive a reply from Kenya Airways about my bags within 24-72 hours?
To be more precise, if within 48 hours you have not received a reply from Kenya Airways about the status of your luggage, you should contact the company's call centre. You can find it on their website and they should get back to you.
If you still have not received your luggage within 72 hours, you will have to fill in the relevant form in order to facilitate the search. To do this, you must contact them by post within 21 days from the date of the incident, enclosing certain documentation.
A claim detailing the value of each item separately, together with the corresponding invoices, if you have them, as well as a final overall valuation of the whole.
- A photocopy of your passport or ID card.
- Boarding Pass/Original
- Baggage receipt, see baggage tag (original)
- Ticket (in the case of an e-ticket, a proof of purchase must be enclosed)/ original
- Bank details (name, address and postcode of your bank branch and of the account holder, together with the SWIFT code and the international IBAN code).
An invoice for the costs incurred for the delayed delivery of your luggage (in this case, essential items)/ originals
- It is advisable to keep a copy of all the documentation sent, in order to be on the safe side.
Last claims with Kenya Airways
Delay5 days ago
Luggage5 days ago
LuggageMore than 10 days ago