Ordering
How does pre-order work?
Order online before your Kenya Airways flight and pay when you order. Our crew bring your order to your seat during the flight. See how it works.
Which flights can I order for?
Pre-order is available on Kenya Airways operated flights. Codeshare flights operated by partners are not included.
When is the last time I can order?
Up to 72 hours before your flight’s scheduled departure, based on the departure airport’s local time.
Can I order the day before I fly?
Not for pre-order, as orders close 72 hours before departure. On selected flights you can still buy from our onboard range during the flight.
I can’t find the product I’m looking for. What should I do?
Try the search at the top of the page (on a phone, tap Search in the bar at the bottom). If you still can’t find it, email customer.relations@kenya-airways.com or call +254 734 104747 or +254 711 024747.
Can I get help placing my order?
Yes. If you have any trouble ordering on the website, email customer.relations@kenya-airways.com or call +254 734 104747 or +254 711 024747 and our Customer Service team will help.
Paying and points
How can I pay?
By card, M-Pesa, Asante Rewards points, or a mix of points and card or M-Pesa.
Which cards do you accept?
All major credit and charge cards.
Can I pay when I collect my order?
No. You pay in full when you order online, so there is nothing to pay on board.
Do I earn points?
Yes. Every order earns Asante Rewards points. Add your membership number at checkout.
Changes, cancellations and returns
Can I change or cancel my order?
Yes, until the 72-hour window closes. After that, your order is packed for your flight. To change or cancel, email customer.relations@kenya-airways.com or call +254 734 104747 or +254 711 024747.
What if my flight changes?
Call us on +254 734 104747 or +254 711 024747 with your order number and new flight. Your order moves with you if the new flight is also at least 72 hours away. Otherwise we refund you in full, and any points go back to your Asante Rewards account.
What if I miss my flight?
Call us on +254 734 104747 or +254 711 024747 or email customer.relations@kenya-airways.com. We refund you in full within 14 days.
How do I return something?
See the returns section of our Terms of sale. When you contact us, please have your order number ready.
On board
How do I collect my order?
Our crew bring it to your seat on the flight you gave at checkout. Show your order confirmation email, with your order number, and your boarding pass. We check ID for liquor.
Can I buy on board if I didn’t pre-order?
Yes, on selected flights. Our crew carry a smaller onboard range, subject to availability. See the onboard range.
Allowances and liquids
How much can I bring into my destination?
It depends on where you land. See our allowances guide.
I’m connecting. Can I take liquids through security?
Keep liquor and fragrance sealed in the security bag with the receipt until your final destination. Read the guide.