The JKIA.co.ke Flightline Desk · Airline directory
Airline Contacts and Baggage Help at JKIA
For anything about your flight — check-in, delays, seats, rebooking or baggage — your airline is the right contact, not the airport. This directory routes you to each airline’s official channel and its JKIA terminal, and shows exactly where to take a delayed, damaged or missing bag.
For airport-building matters, public-area lost property or an emergency (not your flight), see JKIA contacts & passenger help. JKIA.co.ke is independent and is not an airline.
Start here
Who to contact — airline, airport or us
Getting to the right desk first saves the most time. Three different organisations handle three different parts of your journey.
Your airline
Flights & baggage
Check-in, delays, cancellations, seats, rebooking, and checked or cabin baggage — including delayed or damaged bags. Use the directory below.
The airport (KAA)
Building & lost property
The terminals, facilities and public-area lost property are the airport operator’s remit. See JKIA contacts and lost & found.
JKIA.co.ke
Bookings made with us
We can help only with transfers, tours, lounges or stays booked through this site — not airline tickets. Reach us via contact.
Airline directory
Airlines at JKIA — official contacts & terminals
Use each airline’s official website or app for bookings, check-in, baggage rules and contact numbers — these are set by the airline and vary by country and fare. The terminal shown is a guide and is changing during the airport upgrade, so confirm on your booking and the live board.
| Airline | Code | Terminal | Official site (check-in & baggage) | JKIA guide |
|---|---|---|---|---|
| Kenya Airways | KQ | 1A · 1D | kenya-airways.com | Profile → |
| Jambojet | JM | 1D | jambojet.com | Profile → |
| KLM | KL | 1A | klm.com | — |
| Air France | AF | 1A | airfrance.com | — |
| British Airways | BA | 1 (intl) | britishairways.com | — |
| Lufthansa | LH | 1 (intl) | lufthansa.com | — |
| Swiss | LX | 1 (intl) | swiss.com | — |
| Brussels Airlines | SN | 1 (intl) | brusselsairlines.com | — |
| Emirates | EK | 1 (intl) | emirates.com | Profile → |
| Qatar Airways | QR | 1 (intl) | qatarairways.com | Profile → |
| Etihad Airways | EY | 1 (intl) | etihad.com | — |
| Air Arabia | G9 | 1 (intl) | airarabia.com | — |
| Saudia | SV | 1 (intl) | saudia.com | — |
| Turkish Airlines | TK | 1 (intl) | turkishairlines.com | Profile → |
| Ethiopian Airlines | ET | 1 (intl) | ethiopianairlines.com | Profile → |
| RwandAir | WB | 1 (intl) | rwandair.com | — |
| EgyptAir | MS | 1 (intl) | egyptair.com | — |
| South African Airways | SA | 1 (intl) | flysaa.com | — |
| Precision Air | PW | 1 (intl) | precisionairtz.com | — |
| Air Mauritius | MK | 1 (intl) | airmauritius.com | — |
Baggage help
Delayed, damaged or missing baggage
A checked bag that doesn’t arrive, is damaged, or an item left on the aircraft is your airline’s responsibility — not the airport’s. Act before you leave the baggage hall.
Report it before you leave the hall
Go to your airline’s baggage-services or lost-luggage desk in the arrivals hall (Terminal 1E) straight away — reporting after you exit is much harder.
File a report and keep your tag
Ask for a Property Irregularity Report (PIR) and keep your bag tag and boarding pass. Note the reference number — you’ll need it to track the bag or claim.
Follow up with the airline
Delayed bags are traced and delivered by the airline; damage or loss is handled under its policy. Use the airline’s official channel in the directory to follow up.
Accessibility
Special assistance and reduced mobility
Wheelchair and special-assistance services are arranged by your airline with the airport’s ground teams. Book ahead so the help is ready when you arrive.
Book ahead
Request it with your airline
Add special assistance to your booking — ideally at least 48 hours before travel — through the airline’s website, app or call centre in the directory.
At the airport
What JKIA provides
Accessible routes, assistance points and support within the terminals. Details and how to ask for help on the day are in our special assistance guide.
Medical & equipment
Medication & mobility aids
Tell your airline about medical equipment, mobility aids or service animals in advance so they can be carried and handled correctly.
Families
Unaccompanied minors
Children travelling alone are handled through each airline’s unaccompanied-minor service, which has its own age rules, fees and paperwork. It is arranged with the airline, not the airport.
Book directly
Arrange with the airline
Book the unaccompanied-minor service in advance with the airline — age limits and whether it’s required or optional differ by carrier. Find the airline in the directory.
Paperwork
Documents & escorts
Have the named guardians’ ID and contact details, the child’s documents and any consent letters ready at drop-off and collection, as the airline requires.
On the day
Allow extra time
Hand-over and collection take longer than a normal check-in, so arrive early and stay reachable on the phone number you gave the airline.
Maintained by the JKIA.co.ke Flightline Desk
We keep this directory pointed at each airline’s official channels and route baggage, assistance and unaccompanied-minor questions to whoever actually owns them. We link official sources; we are not the airlines or the airport.
JKIA.co.ke is an independent passenger information and booking website and is not any airline, Kenya Airports Authority or a government authority. Airline contacts, baggage rules and terminals are set by the airlines and can change — confirm on the airline’s official site before you travel.
Keep planning
Related JKIA guides
Questions
Airline contacts & baggage — FAQ
How do I contact my airline at JKIA?
Use the airline’s official website, app or call centre, or the contact details on your ticket — that’s the authoritative source for check-in, delays, seats, rebooking and baggage. The directory on this page links each airline’s official site and its JKIA terminal. The airport and JKIA.co.ke can’t change or rebook an airline’s flight.
Who do I contact about a delayed or damaged bag at JKIA?
Your airline. Report a delayed, damaged or missing checked bag at the airline’s baggage desk in the Terminal 1E arrivals hall before you leave, ask for a Property Irregularity Report (PIR), and keep your bag tag. Then follow up through the airline’s official channel.
Is baggage the airport’s or the airline’s responsibility?
Your checked and cabin baggage — including delay, damage or loss — is the airline’s responsibility. The airport operator handles items lost in public areas of the terminal (airport lost property). The two go to different places, so send yours to the right one.
How do I find my airline’s check-in and baggage rules?
They’re on the airline’s official website or app, which the directory here links to for each carrier. Allowances and rules vary by cabin, route and fare, so check them against your own ticket rather than a general figure.
How do I arrange special assistance or a wheelchair at JKIA?
Book special assistance through your airline, ideally at least 48 hours before travel, as the airline arranges it with the airport’s ground teams. Our special assistance guide explains what’s available at JKIA and how to ask for help on the day.
How do I book an unaccompanied minor service?
Arrange it directly with the airline in advance — each carrier has its own age rules, fees and paperwork for children travelling alone. Have the guardians’ ID and contact details and the child’s documents ready at drop-off and collection, and allow extra time.
What’s the difference between airline baggage and airport lost property?
Airline baggage is anything you checked in or carried on the flight — delays, damage and loss are handled by the airline. Airport lost property is something you left in a public area of the terminal, handled by the airport operator. Our lost & found guide walks through both.
Does JKIA.co.ke handle airline bookings or complaints?
No. JKIA.co.ke is an independent guide and can’t change tickets, refund fares or resolve airline complaints — those go to the airline. We can help only with transfers, tours, lounges or stays booked through this site, and we point you to the correct official channels for everything else.