The JKIA.co.ke Flightline Desk · Passenger help
JKIA Contacts and Passenger Help
Who you contact depends on the problem. The airport operator, Kenya Airports Authority (KAA), runs the building and handles lost property found in public areas. Your airline handles flights, check-in and checked baggage. Immigration handles passports and the eTA. In an emergency at the airport, call 999 or 112 and alert the nearest police or security officer.
Flight, check-in or checked bag
Contact your airline
The building & public-area lost property
Contact KAA (airport operator)
Start here
Who should I contact at JKIA?
Tell the desk what you need and we’ll point you to the right place. Airport, airline, immigration and independent-booking problems each go somewhere different — sending yours to the right owner is the fastest way to a fix.
Prefer to browse? The same routes are laid out below, so this works with or without the picker.
✈ My flight — delay, cancellation, check-in, rebooking
→ Your airline (+ the live boards)
🧳 Checked bag delayed/damaged, or item left on the plane
→ Your airline’s baggage desk
🔎 Lost something in the terminal (public area)
→ Airport lost property (KAA)
🛂 Passport, visa or eTA problem
→ Kenyan immigration (official .go.ke)
♿ Wheelchair or special assistance
→ Book via your airline · airport support
🧾 A booking made on JKIA.co.ke
→ Our support desk
🚨 Emergency — safety, medical, security
→ 999 / 112 · nearest officer
ℹ General airport question
→ KAA + our guides
The key distinction
Airport, airline or immigration — who is responsible for what?
The most useful thing to know at JKIA is who owns your problem. Three different organisations run three different parts of your journey, and each can only help with its own.
| Contact | Handles | Does not handle | Where |
|---|---|---|---|
| Kenya Airports Authority (KAA) — airport operator | The terminals and building, public-area lost property, airport facilities, general airport information | Your flight, check-in, your checked bags, visa or eTA decisions | Airport / KAA → |
| Your airline | Flights, schedules, check-in, boarding, checked & cabin baggage, rebooking, and booking special assistance | The airport building; immigration decisions | Airlines → |
| Immigration — Directorate of Immigration Services | Passports, the Kenya eTA, entry and exit, extensions and overstays | Flights and baggage | Immigration → |
| Service providers (taxi, lounge, hotel, tour, storage) | The specific service you booked from them | Anything outside that service | The provider named on your booking |
| JKIA.co.ke (this site) | Bookings you made through us, and feedback on our guides | Official airport, airline or immigration matters | Contact us → |
| Emergency services / airport police | Safety, crime, fire and medical emergencies | Routine, non-urgent queries | Emergency → |
Urgent
Emergency and safety contacts
In a life-threatening emergency anywhere in Kenya, call 999 or 112 — these reach police, ambulance and fire. At the airport, also alert the nearest uniformed airport police or security officer or your airline’s staff, who can get help to you fastest.
Kenya emergency numbers
These national numbers are widely published in Kenya; confirm locally, as services can change. JKIA.co.ke cannot dispatch emergency help — always use the numbers above or airport staff.
Airport operator
How to contact JKIA / Kenya Airports Authority
JKIA is operated by the Kenya Airports Authority (KAA). For airport-wide matters — the building, facilities, general information and public-area lost property — use KAA’s official channels. JKIA.co.ke is independent and is not KAA; we simply route you to them.
Kenya Airports Authority (official)
- Website
- kaa.go.ke (opens in a new tab)
- Contacts
- kaa.go.ke/corporate1/contacts
- talk2us@kaa.go.ke
- Switchboard
- +254 20 6822111
- Head office
- Off Airport North Road, JKIA, Nairobi
Published by KAA (kaa.go.ke) · Checked 15 July 2026 · confirm the current details on KAA’s official site.
What KAA can and can’t help with
Can help: airport facilities and directions, public-area lost property, accessibility within the terminals, and general airport enquiries.
Can’t help: your flight status, check-in, rebooking or checked baggage (that’s your airline), and passport, visa or eTA questions (that’s immigration).
For live flight status, use the arrivals and departures boards.
Your flight
How do I contact my airline at JKIA?
For anything about your flight — delays, cancellations, check-in, seats, rebooking or checked baggage — your airline is the right and only authoritative contact. The airport and JKIA.co.ke cannot change, refund or rebook an airline’s flight.
We don’t publish airline phone numbers here because they change often and differ by country. Instead, our airline directory routes you to each carrier’s own official channel and shows its JKIA terminal and check-in details.
Three different “lost” problems
Lost property vs delayed baggage vs lost documents
These three problems look similar but go to three different owners. Send yours to the right one first, or you’ll lose time chasing the wrong desk.
Airport lost property
Left something in the terminal
Dropped a phone, jacket or bag in a public area — a gate, café, washroom or arrivals hall? That’s airport lost property, handled by KAA.
Airline baggage
Checked bag delayed, damaged or missing
A checked bag that didn’t arrive, is damaged, or an item left on the aircraft is your airline’s responsibility. Report it at the baggage desk before you leave the baggage hall and keep your bag tag and reference (PIR).
Documents
Lost or stolen passport / documents
Report to the police, contact your embassy or consulate, and see Kenyan immigration for travel documents and exit formalities.
Full step-by-step guidance — evidence to keep, how to file, and how long each takes — is in the JKIA lost & found guide.
Entry & documents
Official government and entry contacts
Passport, visa, eTA and entry questions are decided by Kenyan immigration — not the airport, the airlines or JKIA.co.ke. Use only official Kenyan government .go.ke channels.
Kenya eTA & immigration (official)
- Kenya eTA
- etakenya.go.ke (opens in a new tab)
- Immigration
- immigration.go.ke
- In person
- Directorate of Immigration Services, Nyayo House, Nairobi (extensions & overstays)
Official Kenyan government portals · Checked 15 July 2026.
Avoid eTA scams
Apply for the Kenya eTA only on etakenya.go.ke. Third-party sites charge extra fees and can misuse your details.
Never enter passport details on a non-government page. Full guidance is on the Kenya eTA guide.
Contact JKIA.co.ke
Message the Flightline Desk about a booking or the site
Booked a transfer, tour, lounge, hotel or luggage storage through JKIA.co.ke, or have feedback on our guides? Send us a message below. For flights, check-in, immigration or airport-building matters, please use the official channels above — we can’t act on those for you.
Thanks — your message is ready to send
We’ve captured your enquiry. Our desk will reply by email. For anything urgent about a flight, contact your airline directly, and in an emergency call 999 or 112.
JKIA.co.ke is an independent passenger information and booking website and is not Kenya Airports Authority, an airline or a government authority. We can help with bookings made through us and with feedback on our guides; we cannot change flights, issue refunds on your behalf, or make immigration decisions.
Related help
More passenger help
Passenger help from the JKIA.co.ke Flightline Desk
The Flightline Desk is a small independent team that helps travellers navigate JKIA and routes each query to the organisation that can resolve it — the airport operator, the airline, immigration or emergency services. We cite official channels as sources; we are not those authorities.
JKIA.co.ke is an independent passenger information and booking website and is not Kenya Airports Authority, an airline or a government authority. Always confirm time-sensitive airport, flight and entry details with the relevant official provider before you travel.
Questions
JKIA contacts — FAQ
What is the JKIA airport contact number?
JKIA is run by the Kenya Airports Authority (KAA), whose published switchboard is +254 20 6822111 — use it for airport-building and general airport matters, and confirm the current number on kaa.go.ke. For anything about your flight, check-in or baggage, contact your airline instead, and in an emergency call 999 or 112.
How do I contact Kenya Airports Authority (KAA)?
KAA publishes its contacts on kaa.go.ke/corporate1/contacts, including a customer-care email (talk2us@kaa.go.ke) and switchboard +254 20 6822111. Its head office is off Airport North Road at JKIA. JKIA.co.ke is independent of KAA and simply points you to their official channels.
What is the emergency number at JKIA and in Kenya?
Call 999 or 112 for police, ambulance or fire anywhere in Kenya, including at JKIA, and alert the nearest airport police or security officer. The Kenya Red Cross ambulance line is 1199. These national numbers are widely published; confirm locally as services can change.
How do I contact my airline at JKIA?
Use the contact details on your ticket or booking confirmation, the airline’s official website or app, or the airline’s check-in desk in your terminal on the day. Our airline contacts directory routes you to each carrier’s official channel. The airport and JKIA.co.ke cannot change or rebook an airline’s flight.
Who do I contact about a delayed or lost checked bag at JKIA?
Your airline. A delayed, damaged or missing checked bag — or an item left on the aircraft — is the airline’s responsibility. Report it at the baggage desk before you leave the baggage hall and keep your bag tag and reference. See the airline baggage contacts and the lost & found guide.
I lost something in the JKIA terminal — who do I contact?
Items lost in public areas of the terminal (gates, cafés, washrooms, arrivals) are handled as airport lost property by KAA — this is different from an airline baggage issue. Start with the JKIA lost & found guide, which explains how and where to report and what details to have ready.
Who handles passport, visa and eTA questions?
Kenyan immigration — not the airport or the airlines. Apply for or check a Kenya eTA only on etakenya.go.ke, and see immigration.go.ke or the Directorate of Immigration Services at Nyayo House for extensions and overstays. Full guidance is on the Kenya eTA guide.
Is JKIA.co.ke the official JKIA or KAA contact?
No. JKIA.co.ke is an independent passenger information and booking website — not Kenya Airports Authority, an airline or a government authority. We route you to the correct official channels and can help only with bookings made through us and feedback on our guides.
How do I request wheelchair or special assistance 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, who is responsible, and how to request help on the day.
How do I contact JKIA.co.ke about a booking?
Use the contact form in the “Contact JKIA.co.ke” section above and include your booking reference. We reply by email and can help with transfers, tours, lounges, hotels or luggage storage booked through us — but not with airline flights, check-in or immigration, which go to those providers directly.