Are you in need of special assistance during your journey? Look no further than Kenya Airways! Discover how Kenya Airways special assistance provides exceptional services to ensure a comfortable travel experience for all passengers. From mobility aids to medical support, it offers a range of services tailored to meet your specific needs. Whether you require wheelchair assistance, guidance for visually impaired passengers. Also support for passengers with cognitive or developmental disabilities, it is committed to ensuring your journey is smooth and hassle-free. Professional staff members are ready to assist you every step of the way. Be it check-in to boarding and deboarding. With a focus on inclusivity & accessibility, it strives to make air travel a seamless and enjoyable experience for everyone. So, if you’re wondering how to make your journey more comfortable and accessible. Explore their special assistance services and embark on your next adventure with confidence and peace of mind.
Overview Of Kenya Airways Assistance
The airline is committed to providing exceptional assistance and support to passengers in need of special assistance. Whether you require mobility aids, medical support, or guidance throughout your journey. It has various services designed to cater to your specific needs. Take an overview at the range of assistance provided by them:
- It offers passenger assistance services to individuals with disabilities. It includes physical disabilities, visual impairments, and cognitive or developmental disabilities.
- Trained staff members are available to assist passengers from check-in to boarding and disembarkation.
- Passengers with limited mobility can benefit from wheelchair assistance provided.
- It provides guidance and support for passengers with visual impairments.
- Special attention is given to ensuring clear communication and providing necessary assistance throughout the journey.
- They offer medical support to passengers with specific medical conditions or special needs.
- Passengers requiring medical assistance are advised to inform in advance, allowing the airline to make necessary arrangements.
- Medical equipment, such as oxygen cylinders, can be accommodated on board with prior notification.
- Provide specific details about the type of assistance required to allow them to make appropriate arrangements.
- If in case you are not provided a specific assistance required, you can cancel your flight or can change it.
Special Assistance Services By Kenya Airways
They are aware of the importance of providing a comfortable and accessible travel experience for all passengers. To cater to the diverse needs of individuals, the airline offers various types of special assistance. Whether it’s assistance for passengers with disabilities, medical conditions, or special requirements, they ensure a seamless journey for everyone. Check out the different types of special assistance provided.
Wheelchair Assistance
It recognizes the utmost importance of accessibility for passengers with mobility limitations. The airline goes the extra mile by providing wheelchair assistance to individuals who require support with mobility within the airport terminals. Also during the boarding and deboarding process. Specially trained staff members are readily available to offer their assistance. They ensure that passengers with mobility limitations can navigate through various checkpoints, including security screening & immigration, with ease & convenience. This dedicated support & guidance contribute to a seamless travel experience. Every passenger here feels valued and cared for throughout their journey.
Medical Assistance
Passengers with medical conditions may require additional support during their journey. They know this and offer medical assistance to individuals who require special care or attention due to their health condition. This includes providing help with carrying medical equipment, administering medication, or any other necessary medical support. To ensure that passengers receive the necessary assistance, it is important for them to inform the airline in advance. By doing so, the airline can make appropriate arrangements to accommodate their requirements and ensure a safe and comfortable journey. You can have peace of mind knowing that the airline is committed to providing the necessary support to passengers with medical conditions. It makes their travel experience as smooth and comfortable as possible. They offer ground support services, including ambulift, ambulance, oxygen, hospital, and pre-hospital ambulance services. The rates for these services are as follows:
| Regular Return Fare | Kenyan | Non-Kenyan |
| MEDA | KES 2000 | USD 40 |
| PMC | KES 2000 | USD 40 |
| Ambulance – Airside | USD 50 | USD 50 |
| Ambulance – Landslide | USD 125 | USD 125 |
| Oxygen | USD 250 | USD 250 |
Special Diet Meals
It knows that some passengers may have specific dietary requirements due to religious, medical, or personal reasons. To accommodate these needs, the airline provides a diverse range of special meals to cater to different dietary preferences and restrictions. Passengers can request meals that are vegetarian, vegan, gluten-free, lactose-free, or prepared according to specific religious dietary restrictions. These special meals are prepared with utmost care and consideration to ensure that passengers’ dietary needs are met during their journey. To ensure the availability of the desired special meal, passengers make their meal requests in advance. You can also request at least 48 hours before the flight departure. By offering these special meals, it aims to provide a comfortable & enjoyable dining experience for all passengers. Irrespective of their dietary requirements.
Unaccompanied Minors (UMNR)
Children travelling alone, known as unaccompanied minors, require special assistance to ensure their safety and comfort throughout the journey. It provides dedicated services for unaccompanied children and goes the extra mile to offer assistance from check-in to deboarding. Trained staff members accompany these young travellers, providing support and guidance every step of the way. From the moment they check-in to the boarding process, in-flight support, and finally deboarding, unaccompanied minors are never left unattended. The staff members ensure that these minors are cared for & supervised at all times. You must fill the Unaccompanied Minor Form to let the minor travel alone. It ensures their well-being and peace of mind for both the children and their parents or guardians.
Restrictions for Unaccompanied Minors:
Certain limitations may be imposed on travel arrangements involving specific itineraries or those including other airlines. The following restrictions apply:
- Unaccompanied Minors under the age of 5 will not be accepted.
- Itineraries that involve overnight stopovers or connections are not permitted for Unaccompanied Minors.
- They will not be accepted on flights operated by train or bus connections.
- Minors travelling alone to or from the US will not be accepted if their itinerary involves a connecting flight on American Airlines (AA).
- Itineraries that involve changing airports are not allowed for Unaccompanied Minors.
- Connections exceeding 5 hours in duration are not permitted for Unaccompanied Minors.
- If minors are travelling with parents and booked in different cabins, they will be required to pay the full fee.
Disability Assistance
It is committed to ensuring that passengers with visual or hearing impairments receive the necessary support. The airline provides various services, such as priority boarding, assistance in moving through the airport, and specialised communication support. Passengers with visual impairments can request Braille materials or have cabin crew members assist with reading and interpreting information. For passengers with hearing impairments, it offers visual or written communication options. It includes the provision of safety instructions in written or visual formats.
Expectant Mother
Travelling can be challenging for expectant mothers, and it recognizes the need for additional support during this special time. The airline provides expectant mothers with various services to ensure their comfort and well-being throughout their journey. Expectant mothers are given priority boarding, allowing them to settle in and find their seats before other passengers. They offer extra legroom seats to expectant mothers, providing them with more space to stretch their legs and alleviate discomfort. Flight attendants are trained to assist expectant mothers with any special requirements during the flight. It includes providing extra pillows or blankets for added comfort. At the airport, expectant mothers receive customised assistance. It includes wheelchair services if needed, to navigate through check-in, security, and boarding processes smoothly. To inform and apply, you must fill this Medical Form
Premium Services
For passengers seeking an enhanced travel experience, Kenya Airways offers a range of premium services to make their journey more enjoyable and luxurious. Their business class provides passengers with spacious seating, priority check-in, access to exclusive lounges, & savouring meals prepared by renowned chefs. Premium economy passengers class can enjoy extra legroom, priority boarding, & an upgraded dining experience compared to Economy Class. It offers lounge access to premium passengers, where they can relax, enjoy refreshments, use business facilities, and access Wi-Fi. You will have access to an extensive selection of movies, TV shows, music, and games, ensuring a delightful journey.
Emotional Support Animals
Passengers who rely on emotional support animals to travel can bring them on board flights, subject to the pet policy. It is crucial to inform the airline in advance about the presence of an emotional support animal travel. Documentation & certification may be necessary to validate the animal’s status. Additionally, specific size and weight restrictions may apply to ensure the safety and comfort of all passengers on the flight. By following these guidelines, passengers can travel with their emotional support animals while maintaining a smooth and pleasant journey.
How To Book Special Assistance Kenya Airways?
Booking Special Assistance can be done through various channels, including the website, email, phone, or at the airport. Here’s a guide on how to book special assistance through each of these channels:
Book Through Website
You can book special assistance online via a website. Follow the steps mentioned below:
- Go to the website(www.kenya-airways.com).
- Search for the “Manage Booking”section.
- Locate your booking by entering the required information, such as your name and booking reference.
- Look for an option or tab related to special assistance or special needs.
- Select the type of assistance you require and provide any necessary details.
- Follow the prompts to complete the booking process.
Request Via Email
You can request for the special assistance services from the airline via email. You need to follow the steps mentioned below:
- Compose an email to the email address.
- Include your name, contact information, booking reference, flight details, and the specific assistance you require.
- Provide any additional details or requests related to your special needs.
- Send the email and wait for a response from them, which typically takes up to 4 hours.
Requesting Special Assistance Through Phone
For a more direct approach you can go for an offline medium like calling them directly. Here are the steps mentioned below:
- Find the airline’s customer service phone number.
- Dial the phone number and wait for the call to be connected to a customer service representative.
- Tell them about the request you want to place.
- Follow any instructions or requests given by the representative to complete the booking process.
Request Directly At Airport
You can also place your request directly at the airport. For that follow the steps mentioned below:
- If you prefer to book special assistance in person, you can do so at the airport.
- Arrive at the airport well in advance of your flight departure.
- Proceed to the check-in counters or the designated special assistance desk.
- Inform the staff that you require special assistance.
- Provide them with all the necessary information.
- They will guide you through the booking process and make the appropriate arrangements for your special needs.
Tips for Special Assistance
If you require special assistance when travelling with the Airways, it offers a range of services. It ensures your comfort and convenience throughout your journey. Here are some helpful tips to make sure that you have a smooth special assistance:
- Inform the airline about your specific needs and requirements in advance or at the time of booking. You can also inform them at least 48 hours before your flight departure.
- Provide detailed information about your condition, medical requirements, or any specific accommodations you may require.
- It is recommended to arrive at least two hours before domestic flights and three hours before international flights to ensure a stress-free experience.
- Carry any necessary documentation or medical certificates that may be required by the airline.
- Make sure to request special meals at the time of booking or at least 48 hours before your flight.
- Familiarise yourself with the layout of the airports you will be departing from, transiting through, or arriving at.
- Cooperate with security personnel and be prepared to explain your situation or present any necessary documentation. It ensures a smooth and efficient screening process.
- Don’t hesitate to ask for help or clarification if you have any questions or concerns.
- Regularly check for flight updates through website, mobile app, or by contacting their customer service.
- After your journey, provide feedback to them regarding your experience with their special assistance services.
Frequently Asked Questions (FAQs) – Kenya Airways Special Assistance
You can book assistance by two mediums, online and offline. You can go to website, email, phone or even at the airport too.
To directly get assistance requests placed, you have to arrive as early as possible to the airport. Then you can go to the counter at the airport and tell them about the request of assistance you want to place.
For disability or wheelchair assistance you don’t have to pay any fee but for premium services and UNMR you have to pay.
You must book the special meal at least 24 hours after the booking. You can book it through, phone call or their website while placing your booking.
Yes, as per rules, it is very important to assist the senior citizens at the airport. The assistance includes during boarding, deboarding or any other special assistance.
The specially trained professional staff is always there to assist you at the airport. They are trained for the assistance purpose as well.
If you have a hidden problem like autism, dementia or anxiety, the assistance is always there for you.
Special passengers are those that are VIP, infant, UNMC, criminals, pregnant women etc that need special attention during the whole flight journey.
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