Special Assistance

We extend a warm welcome to all our passengers at our airports. We understand that airports can be large, noisy and confusing places, so if you need extra assistance while you’re here, we have a dedicated team to help.

Your airline is responsible for providing assistance when you are on board the aircraft and we will help you while you are at the airport.

The Customer Service Teams at our airports deal with all requests for assistance. Their specialised team of staff will be on hand to meet you and to help you through the airport. Special assistance is available for all age groups, including young travelers.

To get assistance at the airport, you need to pre-book through your airline or travel agent at least 72 hours before you fly.  If you haven’t booked we will try to help you, of course, but will always give priority to passengers who have booked in advance.

What you need to do

You should always book assistance in advance with your airline or your travel agent, if you need help at the airport. This is so that we can have the right help and equipment ready for you at the airport.

Please follow these simple steps:
1. At the time of booking your flight or up to 48 hours in advance of traveling, please contact your airline directly or via your travel agent to book assistance.
2. You should also tell your airline if you intend to take your own mobility aid such as wheelchair or scooter.
3. For more information about the help we can give you at the airport, please call  +254705429000 or email [email protected]. This is a 24 hour service.

If you are unable to book assistance in advance, then please make your way to one of the many customer care desks around the airport.

Air travel and health

Modern jet propelled aircraft travel at altitudes reaching almost 11,000 metres, with outside temperatures reaching sixty degrees centigrade below zero and little oxygen content in the outside atmosphere. This makes it necessary to adopt artificial conditions inside the aircraft which consist of a barometric pressure lower than that at sea level, low air humidity and air re-circulation. And to these conditions you have to add that passengers’ mobility is greatly reduced during the flight.

Most passengers, who are healthy and a very significant percentage of ill patients, may experience no problems in making a trip under these conditions, and even with less risk than in daily life. However, there are certain situations where it is highly recommendable for you to consult your GP or specialist. Some of these are included below:

  • If the passenger has had a recent operation, particularly eye, abdominal or lung surgery.
  • If the passenger is to travel with his legs in plaster
  • If the passenger has suffered a heart attack, angina pectoris or suffers from bad circulation.
  • If the passenger has lung disease or respiratory insufficiency.
  • If the passenger has chronic sinusitis, middle ear infection or otitis.
  • If the passenger has nasal congestion due to an infection or respiratory allergy.

The above circumstances are, among others, those when it is recommendable to previously check with a doctor to discover if the passenger should fly and the precautions that should be taken.

In flights over three hours, airlines usually recommend certain eating and drinking guidelines, such as physical exercises during the flight, that help increase the passenger’s well-being and reduce the drawbacks of prolonged immobility. Carefully follow the airline’s advice.

Ill passengers

Should a passenger be ill, the airline’s medical service will study the possibility of whether they fly or not and the conditions of flight.
The passenger can be transported on a stretcher or given one or more seats. The airline must be consulted regarding the conditions and fares applicable in each case. When transported on a stretcher, the passenger must be accompanied by another person.

Pregnant women

Airlines recommend women not to fly when they are over 36 weeks pregnant. In any case, before organising the journey, the passenger must consult the airline and take into account that the pregnant passenger in question may have to sign the airline’s Waiver of Responsibility with regard to problems arising as a result of her condition.


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