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  • Medical & Special Needs Assistance

    To travel is to live however, sometimes it can be challenging especially if you have a pre-existing medical condition or require special assistance. Here at Kenya Airways, we ensure that you come first and meet you at your needs. Please note there are some medical conditions which may require medical clearance before flight hence if you have a pre-existing medical condition, we advise that you see your doctor before you fly.

    To help you better manage your travel experience below information will help you understand what you need to do.

      Kindly note the COVID-19 guidelines below will apply:

    • For the information on the latest travel restrictions and requirements click here. Ensure that you are compliant with Covid 19 guidelines of the destination country
    • To get the list of health facilities that are MOH approved for the COVID-19 tests within Kenya click here

    Travel Insurance

    In order to make travelling easier, we recommend you buy travel insurance, as medical charges may vary depending on the country you’re travelling to. .

    For more medical information contacts us on Doctors.KQ@kenya-airways.com or our 24 hour Contact Centre Tel: +254 734 104 747, Mobile: +254 711 024 747 or Whatsapp +254 705 474 747

    1. Who requires medical clearance to fly

      If you have a pre-existing medical condition, we advise you visit your doctor before you fly, so that we can know how to best serve you.

      You require a medical clearance to fly if you:

      • Recently had a major medical incident (heart attack, heart failure, stroke and respiratory failure or recent pneumothorax etc).
      • Had surgery within the previous two weeks
      • One has a pre-existing heart or respiratory condition
      • Have a medical condition which may be adversely affected by flying
      • Have thrombophlebitis or history of pulmonary embolism
      • Have unstable mental illness/impairment
      • Have a medical condition that is a potential hazard to the health and safety of other guests or punctuality of the flight
      • You are unable to care for yourself hence needs special assistance
      • If you cannot use a normal upright seat e.g. a stretcher or medical condition that necessitates extra legroom
      • Need in-flight oxygen, a portable oxygen concentrator (POC) or ventilator
      • Need battery-powered* medical equipment (except for CPAP) or a medical procedure during the flight

      If you have any of the above or other medical conditions, download and complete the MEDIF (Medical Information Form for Fitness to Fly) at least 24 hours before travel is due to commence and submit to doctors.kq@kenya-airways.com or our 24 hour Contact Centre Tel: +254 734 104 747, Mobile: +254 711 024 747 or Whatsapp +254 705 474 747 for assistance.

    2. Passenger Medical Clearance Services Process

      Once cleared, we shall provide you with a Passenger Medical Clearance form (PMC) stating the conditions of clearance. You will be required to carry this form throughout your travel.

      Kindly Note;

      • The MEDIF and any other medical report MUST be filled in English. It is valid for 7 days from the date of issue.
      • The MEDIF MUST be completed fully including the passenger declaration part. It MUST be signed, stamped and dated clearly. Failure to fill it will lead to a delay in the clearance process.
      • You will need a new MEDIF form for clearance on your return trip
      • Notify Doctors.KQ@kenya-airways.com immediately of any change in your condition before your flight; If your condition changes significantly, you may be asked to obtain another MEDIF form to confirm that you are fit to fly
      • You are required to do prior arrangement for any ground support services before and after your flight except as provided by applicable law. This includes connecting points and onward flights e.g. ambulift, ambulance, oxygen, hospital and pre-hospital ambulance services. Kenya Airways medical can facilitate this *facilitation fees will apply)

        ***All equipment that may be required in-flight MUST be approved by the Kenya Airways Engineering department at least 24hours before the flight.

      Pre-flight

      Book our fast-track, pre-flight assessment for clearance to fly within one working day if you are in Nairobi at our JKIA clinic.

    3. Medical devices

      We understand that it can be a hustle to travel with medical devices and we’re here to assist you.

      • All medical devices intended to be used on board must be approved by IATA standards. Please provide details of the device before travel to doctors on call
      • All medical devices must be dry-cell battery operated with sufficient battery supply for 1.5 times the flight duration and all batteries must be transported in accordance with applicable rules and regulations.
      • All ventilated cases require prior submission of MEDIF form and approved case by case. When approved client must be accompanied by a physician experienced in aeromedical transportation.
      • Portable oxygen concentrator;If you are carrying a battery-powered, portable oxygen concentrator on board as cabin baggage but do not intend to use it during the flight, the battery must be removed. It must be packaged separately unless the concentrator contains at least two protective features to prevent accidental operation during transport.
    4. Medication on Board

      We recommend to always carry your prescription, letter from your doctor and medication in your cabin baggage. Please note different countries have different regulations regarding carriage of medication hence important to check the regulations prior to travel.

      Important to note medication cannot be refrigerated on board. Guests who have to administer injections on board are urged to inform a cabin crew member.

    5. Oxygen on board

      Here at Kenya Airways, we provide medical oxygen as prescribed subject to patient medical clearance. Passengers who require oxygen on board will require an appropriate medical escort except as provided by applicable law.

    6. Stretcher and Mobility Assistance

      Limited mobility? We’ve got you covered. Kenya Airways provides stretcher services subject to the medical clearance and conditions of carriage. Stretcher case clearance requires at least 48hrs prior notification. You will however, require an appropriate medical escort and may be asked to provide a medical certificate.

    7. Medical Escort services

      Patients requiring medical support on board, such as those travelling on a stretcher or requiring prescribed oxygen (fees apply) please notify Kenya Airways doctors at least 48 hrs prior to your flight to ensure the seamless journey you deserve. KQ Medical provides medical escort services at an extra fee.

    8. Lease of medical escort equipment

      This option is available. Liaise with KQ medical.

    9. Facilitation Fees.

      Kenya Airways offers ground support services e.g. ambulift, ambulance, oxygen, hospital and pre-hospital ambulance services. Kenya Airways medical can facilitate these services as per the rates below.

      Kenyan (regular return fare) Non-Kenyan (regular return fare)
      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

      NOTE; (relevant fees applicable), and Medical services available at a fee

    10. Animals on board

      Kenya Airways offers this service free of charge for passengers who require assistance through trained and certified dogs.

      Service dog – a dog, regardless of breed or type, that is individually trained to do work or perform tasks for the benefit of a qualified individual with a disability, including a physical, sensory, psychiatric, intellectual, or other mental disability. Animal species other than dogs, emotional support animals, comfort animals, companionship animals, and service animals in training are not service animals.


      General conditions for acceptance:

      • Advance booking reservation is required up to 48hrs to departure. Contact KQ Medical team: Doctors.KQ@kenya-airways.comor Contact Centre Tel: +254 734 104 747, Mobile: +254 711 024 747 or Whatsapp +254 705 474 747. For flights to and from the U.S., you must provide us with a completed U.S. Department of Transportation Service Animal Air Transportation Form (available at this link) and U.S. Department of Transportation Service Animal Relief Attestation Form (available at this link)
      • Only accepted on all KQ Direct (Non-stop) flights. No transfers for service and emotional support animals will be provided.
      • Maximum of one (1) dog per passenger.
      • Maximum of one (1) dog is accepted on narrow body aircrafts and maximum two (2) dogs are accepted on wide body aircrafts.
      • Assistance dogs permitted must be older than 4 months, except as provided by applicable law.

      NOTE: emotional support animals that do not meet the definition of ‘service dog,’ and non-service-animal pets, may be transported for a fee if arranged with us.


      Conditions for travel:

      Note: the following requirements do not apply to flights to and from the United States. Please provide us with the U.S. DOT forms listed above in advance of your flight.

      1. Approved Kenya Airways documentation.

      a. Passenger Requirements:

      • A duly filled Medical Form MEDIF approved by KQ Medical team.
      • A letter from the attending psychiatrist*
        *only for emotional support assisted passengers

      b. Service Dog/Emotional Support Dog requirements:

      • Dog Health Certificate
      • Import/Export documentation
      • Letter from a veterinary doctor
      • Dog training certificate

      2. Service/Emotional Support dogs MUST always wear a harness and must always remain with the passenger.

      3. Valid documentation shall not be older than 1 year from departure dates.


      Notes:

      1. The restrictions for travelling with animals may differ for various countries/airports. Passengers are therefore responsible for arranging necessary formalities.
      2. Passengers with service animals and emotional support animals will NOT be assigned Emergency Exit seats/rows.
      3. Service & Emotional support dogs’ onboard aircrafts MUST be trained to behave in public.
      4. Service & Emotional support dogs should not be subjected to using masks and sanitising liquids.
      5. Final verification is at the airport where KQ Customer service representative will authorise service or emotional support dog travel on-board.
    11. DOT Contacts.

      Consumers can obtain a copy of Part 382 in an accessible format from the Department of Transportation by any of the following means:

      1. For calls made from within the United States, by telephone via the Toll-Free Hotline for Air Travelers with Disabilities at 1-800-778-4838 (voice) or 1-800-455-9880 (TTY).
      2. For calls made from within the United States, by telephone via the Toll-Free Hotline for Air Travelers with Disabilities at 1-800-778-4838 (voice) or 1-800-455-9880 (TTY),
      3. For calls made from within the United States, by telephone via the Toll-Free Hotline for Air Travelers with Disabilities at 1-800-778-4838 (voice) or 1-800-455-9880 (TTY),
      4. By telephone to the Aviation Consumer Protection Division at 202-366-2220 (voice) or 202-366-0511 (TTY).
      5. By telephone to the Aviation Consumer Protection Division at 202-366-2220 (voice) or 202-366-0511 (TTY).
      6. By mail to the Air Consumer Protection Division, C-75, U.S. Department of Transportation, 1200 New Jersey Ave., SE., West Building, Room W96-432, Washington, DC 20590.
      7. On the Aviation Consumer Protection Division's Web site https://www.transportation.gov/airconsumer

      NOTE: For flights into and out of the USA, the airline passengers with disabilities bill of rights guarantees the fundamental rights of air travelers with disabilities.

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