Special Care
Every passenger deserves a comfortable journey. Discover the support we offer for families, medical needs, and more.
We Care for Every Passenger
Kenya Airways goes beyond transportation — we provide a caring environment for passengers with unique needs. From families with young children to medical travellers and passengers with disabilities, our specially trained team is ready to help every step of the way.
Travelling with Infants & Children
We make family travel easy. Infants under 2 years travel on an adult's lap at a discounted fare. Children 2–11 get their own seat. Request bassinets (on long-haul flights), children's meals, and early boarding at check-in.
- Bassinet seats: request at booking (subject to availability)
- Children's meals available on request (24hrs before)
- Pre-boarding priority for families with young children
- Dedicated family check-in queues at JKIA
Passengers with Disabilities
Kenya Airways is committed to accessible travel for everyone. Our team is trained to assist wheelchair users, visually impaired, and hearing-impaired passengers at every stage of the journey.
- Wheelchair assistance at all airports we serve
- Aisle wheelchairs available for boarding on wide-body aircraft
- Seats with moveable armrests for easier transfers
- Notify us at booking for personalised assistance
Medical Passengers (MEDA)
If you have a medical condition that may require special attention, a Medical Information Form (MEDIF) may be required. Our trained cabin crew carry first-aid equipment and AEDs on all flights.
- MEDIF form required for passengers with serious conditions
- Notify KQ Medical at least 48 hours before departure
- Stretcher accommodation available on select routes
- Oxygen cylinders available on request (charges apply)
Travelling with Pets
Small pets (cats, dogs, and birds) may travel in the cabin on select routes. Larger pets travel as checked baggage in pressurised, temperature-controlled holds. All pets must have valid health certificates.
- Cabin pets: max 8 kg (pet + carrier) on approved routes
- Approved IATA-compliant carrier required
- Health certificate required (issued within 10 days of travel)
- Service animals accepted in cabin — advance notice required
Travelling with Medication
Passengers travelling with prescription medications, syringes, or medical devices should carry a letter from their physician. Medication in carry-on baggage is permitted beyond standard liquid allowances with documentation.
- Carry medication in original pharmacy packaging
- Doctor's letter required for controlled medications
- Notify security and cabin crew of insulin pumps or implants
- Liquid medication exempt from 100ml restriction with prescription
Unaccompanied Minors
Children aged 5–17 travelling alone are welcomed on Kenya Airways flights. Our UM service ensures your child is escorted by trained staff from check-in to delivery at the destination, with a full chain of custody.
- UM service available for children aged 5–17
- Parents must complete UM form at check-in
- Child escorted by cabin crew throughout the journey
- Handed directly to authorised guardian at destination
Need Personalised Assistance?
Our Special Assistance team is available 24/7. Contact us at least 48 hours before your flight to ensure we have all the arrangements in place for your journey.