FAQs

The easiest way to book your flights is by using our website.

Check availability
Go to the ‘book a flight’ box on the left hand side of our home page, fill in your basic travel information, and click ‘continue’.

Choose your flight
Choose your preferred flight from those available. The price of each flight is displayed at the right hand side.

Fill in your details
Please fill in the details of those flying, ensuring that the details given match those within official photo identification documents.

Make a payment
To finalize your booking, make a payment pay using multiple payment methods; Mobile Mone (MPESA, Airtel Money) credit or debit card (Visa, MasterCard, AMEX). Our payments are powered by Pesapal.

Manage your booking
Once you have completed your booking, you can view your flight details and make any adjustments using the ‘Manage My Booking’ section of the website. Just log in using your surname and booking reference. Use this section to Check-In Online

Bookings can be made by the following methods:

  1. Online: www.Fly540.com
  2. Phone:  +254 (0) 737 540 540
  3. Email: This email address is being protected from spambots. You need JavaScript enabled to view it.
  4. Our flights are available through a network of booking agents

Payment

  1. Mpesa: Paybill 540540
  2. Credit or Debit card
Changing or canceling a booking

Depending on the specific fare rules of the ticket, we are able to refund for cancellations within the same day of making the original booking except when booked on the day of departure. Please note a cancellation can only be processed up to 8 hours prior to the flight’s scheduled departure time. Refunds include taxes and charges but exclude any credit card fee and cancellation fee (per passenger).

Tickets once issued are non-refundable

  • Change of passenger name is not permitted
  • Change of destination is not permitted
  • Change of date is permitted up to 3 hours prior to departure at a cost of depending on the fare paid

 In the instance of cancellation due to a death in the family (immediate family: parent, sibling, or child), we will do our best to offer a full refund.

All claims must be submitted with a copy of the death certificate to our customer services department:

Fly540 Kenya 
Baycourt Upper Floor, Suite 3 & 4,
The Watermark Business Park
Ndege Rd, Karen
P.O. BOX 10293 – 00100
Nairobi,
Kenya
Sales: +254 (0) 722 540 540
Sales: +254 (0) 733 540 540
Office: +254 (0) 204 452 391/5
Fax: +254 (0) 204 452 396

Email: This email address is being protected from spambots. You need JavaScript enabled to view it.

 

Online check-in opens 48 hours prior to the scheduled departure of your flight and closes 2 hours before the scheduled departure time

Find your reservation
From the menu, click on the search icon to reveal the Manage My Booking section, type the Passenger Surname and Booking Reference and click 'OK' to find your booking.

Choose your seat
Once online check-in has opened you will see a button that says "Allocate" under 'Seat no.' Click the "Allocate" button to choose your prefered seat from the window that appears showing the seat map. Once a seat is chosen click 'Close'.

Check-In
Once you have chosen your preferred seat a button to the right will appear which says "Check-In". Click the "Check-In" button.

Get boarding pass
Once you have checked-in you will be able to get your boarding pass by clicking on the "Get boaring pass" button, which will have replaced the 'Check-In' button.

Print boarding pass
Once your baoring pass appears in the screen please print it and bring the print out with you to the airport.


Please take note of timings displayed in the boarding pass about baggage drop and getting to the departure gate.

Our passengers can check in one bag weighing up to 20kg. Infants not occupying their own seat are allowed 10kg as well as a collapsible stroller.

Hand luggage must be no larger than 56 x 45 x 25cm

The following items are prohibited and must not be in any of your luggage:

  1.  Explosives, munitions, fireworks, and flares
  2. Flammable liquids and solids
  3. Disabling devices such as mace or pepper sprays
  4. Poisons or insecticides
  5. Radioactive materials

The following items are not permitted in hand-luggage, but are permitted in your check-in luggage:

  1.  Knives (including hunting knives, swords and pocket knives)
  2. Aerosols
  3. Scissors and any other sharp bladed object
  4. Weapons and replica weapons e.g. whips, batons, stun guns
  5. Sporting equipment e.g. cricket bats, golf clubs, billiard cues
  6. Items of high value that may attract pilferage

Pets & Animals
We welcome pets as long as they are kept in a cage and have the correct vaccination certificates.  They must be checked in along with luggage and are subject to an excess baggage fee based on weight.  Pets are not allowed with passengers in the cabin.

All Fly540 Kenya flights depart from, and return to, Jomo Kenyatta International Airport (JKIA) in Nairobi.

For all flights arriving and departing from JKIA please go to Terminal 2.

We are advised by KAA that these security checks are expected to continue and may be initiated on an ad hoc basis at both the passenger and cargo gates which will cause passenger delays. It is therefore advisable that all airlines advise passengers to plan to arrive at JKIA at least three hours before their flights. This particularly relates to morning and evening departures.

For security check purposes you are required to bring the credit card used at the time of booking when traveling. If the cardholder is not traveling then the passenger must bring a copy of credit card, a signed authorization note from the card holder, and a copy of the cardholder's passport

Check-In & Boarding
We ask that all passengers check-in no later than 40 minutes prior to departure of domestic flights and 2 hours prior to departure for international flights. Boarding will commence 20 minutes prior to departure, and the boarding gates will close 10 minutes prior to departure.

Documentation
We ask that all passengers have the appropriate documentation ready before arriving at the airport.  Government issue photo identification or a passport must be shown at check-in.

Call 0722540540 or email This email address is being protected from spambots. You need JavaScript enabled to view it.  to cancel. You can change your flight from our website

We put you on the next available flight or give you a full refund

Yes you have to wear a mask during the Trip

No

Cancellations
Flight cancellations only occur as a result of extraordinary circumstances, such as weather, terrorist and security alerts, strike actions and unexpected flight safety checks. In such circumstances, we will do our best to re-schedule your flight as soon as possible or in worse case scenarios, we can offer a change in route on our network or a re-schedule to another date.

Delays
We do our best to keep our flights on time, but sometimes we experience delays for reasons that are beyond our control.  If we have to change the timing of a departure due to maintenance issues, we will endeavour to contact you as soon as possible to give warning.  Please ensure you give us accurate contact details when making your booking.  Unplanned delays are unfortunate, but we will still do our best to keep you informed and get services back up and running as soon as possible.

We are not able to accept responsibility for missed onward connections as a result of any delays or cancellations

Missed flights
We regret that we will not be able to offer refunds in the event of passengers either missing their flight or being unable to fly due to any change in personal circumstances.

Unaccompanied Children
We welcome unaccompanied children between the ages of 6 and 17 as long as they hold government issued photo ID or passport and a letter of consent from their parent or guardian and they are not flying on a multi-sector route.
 
Medical and Special Needs
Expectant mothers are welcome aboard up until 36 weeks of pregnancy.  We do require a doctor’s certificate for mothers over 28 weeks of pregnancy and in cases of multiple births we welcome mothers up until 32 weeks. We are unable to carry passengers suffering from serious infectious conditions (e.g. pneumonia, tuberculosis).

Injured passengers with mobility issues or special needs must inform the airline prior to departure. If you require such assistance, please email:This email address is being protected from spambots. You need JavaScript enabled to view it.

Immobility
Unfortunately, we are unable to accommodate immobile or lift-on/off passengers. This is because our aircrafts are not fitted with the special equipment needed for these situations and, as a result, our insurance does not provide cover against any issues that might arise through our employees physically carrying a passenger.

We are however able to assist wheelchair passengers who can be escorted up to the aircraft door, as long as they are able to climb the stairs – and provided we are informed at the time of booking. For further information, please email:This email address is being protected from spambots. You need JavaScript enabled to view it.