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  • Delayed, Lost or Damaged Baggage

    If your baggage is damaged on arrival, or does not turn up:

    • Contact Kenya Airways staff immediately on +254-20-3274747 or email
    • Details of your baggage will be taken and you will be offered immediate assistance
    • You will be given a file reference number, which you should keep safe
    • You can track lost baggage online if you have a file reference number. Track your baggage here.
    • Kenya Airways' liability could be reduced if baggage was presented for check-in unsuitably packed or after the recommended check-in time.
    • If your baggage has been delayed, arrangements will be made to have it delivered to your local address when it arrives. This service is not available in some countries due to local government restrictions.
    • Should you need to make a claim for compensation, this will be required in writing within seven days after your arrival to your nearest Kenya Airways airport office or you should contact your insurance company.
    • To help us process your claim quickly, please quote the reference given to you when you reported your baggage as delayed or damaged.

    First Needs Allowance (FNA) Payment

    Payment may be made to passengers who arrive at destinations other than their domicile country of residence without their checked baggage. It shall be noted that not all such passengers may need payment.

    NOTE: Persons who are residents do not qualify for first needs payment, unless they show proof of residence in another country other than their domicile country for the last 6 months.

    The following provisions shall therefore apply for delayed bags not received within 24hrs at the arrival airport where the missing report was filed: after 24 hours:

    • i. First Needs Allowance (FNA) may be paid on the spot where it is ascertained that based on flight schedules, frequencies and connectivity, the missing bags shall not arrive within 24hours.
    • Passengers receiving at least one of their bags may not be entitled to First Needs Allowance.
    • Proof of Purchase of first needs items in form of receipts is required;
    • Only essential items can be reimbursed;
    • Applicable limits are:
      • USD150 for First class and Premier World
      • USD100 for Economy class passengers 
    • Children between 2-12 yrs. are entitled to 50% of the applicable limits in Economy and Business Class
    • Children below 2 years are not entitled to First Needs Allowance Payment.
    • Passengers traveling on award tickets are entitled to First Needs Allowance at the applicable class of ticketing.
    • Staff on Duty and on leisure rebate travel is entitled to First Needs allowance at the applicable class of ticketing.
    • Passengers should be informed and acknowledge on the Release and Discharge Form that the amount paid shall be deducted from final compensation amount in cases of total baggage loss.
    • Manager insurance services shall be notified of the out of pocket advance if the claim is forwarded for payment
    • First needs payment should be made against a signed First Need Expenses Form of Release (see Section7.12.4).

    The total amount paid for each passenger must never exceed the maximum liability (to determine maximum liability contact KQ Insurance)

    Insurance and baggage liability limitations:

    Whilst we will make every attempt to ensure your baggage is handled with care, you should know that Kenya Airways' liability for loss, delay or damage to baggage is limited unless a higher value is declared in advance and additional charges paid.

    The extent of airline liability is not based on the weight of the luggage nor its value. Kenya Airways does not accept liability for fragile, valuable, perishable articles or baggage which is packed in damaged or unsuitable containers.

    Under the Conditions of Carriage we accept no liability for the loss of jewellery, other valuables and money contained in checked baggage. You are advised to keep valuables, important documents and money either on your person or in your cabin baggage. We strongly recommend all passengers obtain adequate travel insurance cover prior to their journey.

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