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  • Medical & Special Needs Assistance

      Kindly note during the COVID-19 pandemic outbreak below will apply:

    • To get the list of health facilities that are MOH approved for the COVID-19 tests within Kenya. Click Here
    • Elderly passengers (above 65): Clearance for flying protocol will be maintained. Additional COVID 19 related protocols will apply.
    • Expectant mothers: Clearance for flying protocol will be maintained. Additional COVID 19 related protocols will apply.
    • Passengers traveling with Service/Emotional support animals (SVAN/ESAN): ESAN/SVAN are permitted* for passengers on all KQ direct(non-stop) flights. Additional COVID-19 related protocols will also apply when handling these cases.
    • *only ESAN (dog) is permitted to travel in the cabin.
    • Passengers traveling as stretcher cases: Stretcher cases shall be transported in the wide body aircrafts during the pandemic period. Consult with medical team on this availability. (Medical escort, Stretcher Equipment/Aircraft availability). Stretcher installation and removal will only be done in Nairobi and will now be permitted on E190 fleet.
    • Deportees:Transportation of Unaccompanied/Accompanied Deportees will be permitted on KQ operated flights. The due clearance process will be required, and additional COVID-19 related protocols will apply.
    • Medical cases passengers (MEDA): MEDA protocols will apply. Ensure that you consult with your medical provider for any additional COVID related risk

    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.

    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 or our 24 hour Contact Centre Tel : +254 (0) 20 3274747

    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 or our 24 hour Contact Centre Tel : +254 (0) 20 3274747 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 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. This includes connecting points and onward flights e.g. ambulift, ambulance, oxygen, wheelchair, 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.

        For more information, contacts us on


      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.
      • 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, personal 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.

    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.

    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.

    8. Lease of medical escort equipment

      This option is available for medical escort clinicians, in or out of Kenya Airways.

    9. Facilitation Fees.

      Kenya Airways offers ground support services e.g. ambulift, ambulance, oxygen, wheelchair, 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)
      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
      STRC USD 50 USD 50

      NOTE; (relevant fees applicable)

    10. Animals on board

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

      Service dog – aid a passenger with a disability for example, visually impaired.

      Emotional Support dog – provide emotional and psychiatric support to passengers with mental or psychiatric disorders.

      General conditions for acceptance:

      • Advance booking reservation is required up to 48hrs to departure. Contact KQ Medical team: or Contact Centre: +254 20 327 4747.
      • 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

      Conditions for travel:

      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.


      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

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