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 finalise your booking, make a payment using a credit or debit card. If you prefer to use an alternative method of payment then please

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:

Online: www.Fly540.com

Phone:  +254 (0) 737 540 540

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

Our flights are available through a network of booking agents

 

Payment

Mpesa: Paybill 540540

Credit or Debit card

Cash

we accept credit or debit card, mpesa and cash

Changing or cancelling 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:

 

Five Forty Aviation Limited

Baycourt Upper Flr, Suite 3&4

The Watermark Business Park

Ndege Rd, Karen

P.O.Box 10293-00100

Nairobi, Kenya

Tel: +254 (0) 204 452 391 - 5

Fax: +254 (0) 204 452 396

Sales: +254 (0) 737 540 540

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.

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 travelling. If the card holder is not travelling then the passenger must bring a copy of credit card, a signed authorization note from the card holder and a copy of the card holders 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.

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:

 

Explosives, munitions, fireworks and flares
Flammable liquids and solids
Disabling devices such as mace or pepper sprays
Poisons or insecticides
Radioactive materials

 

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

 

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

 

Please download our comprehensive Guide to Dangerous Goods here

 

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.

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.

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.

 

Visa Information


When flying across borders, you may be required to have a visa.  Please ensure that you have the correct documentation for your visit before booking your flight.  More information about the visa requirements for our destinations can be found on the following websites:

Kenya
http://www.immigration.go.ke/

New visa requirements for entry into Kenya. Please download this document for more details

Tanzania - Zanzibar
http://immigration.go.tz/module1.php?id=14

South Sudan - Juba
http://www.gossmission.org/goss/index.php?option=com_content&task=view&id=1259

Passenger promise – what you can expect from us

At Fly540 Kenya, we put the passenger at the heart of everything we do and make the following promises to ensure that you receive the best possible service:


Safety

Underpinning everything we do is a fundamental commitment to passenger safety.


Reliability

We promise to provide a reliable service that you can trust. This year, so far, we have a record 92% of flights arriving on time to their destination.


Simplicity

We promise to make our service as easy to use as possible – saving you time and effort.


Customer service

We promise to give you excellent customer service from the moment you book your flight, to arrival at your destination. All of our staff and cabin crew receive comprehensive customer service training.


Value

We promise to provide a service of the highest quality possible, for affordable prices – giving you excellent value for money.


CSR

We promise to support the communities and environment in which we operate. For more information, please see our CSR policy.

Contact Customer Services

At Fly540 Kenya, we put our passengers at the heart of everything we do and are here to ensure your individual needs are met. Our customer services department are here to help with any feedback or complaint you may have. Please write to us at the details below:

 

Fly540 Kenya

Baycourt Upper Floor, Suite 3 & 4,
The Watermark Business Park
Ndege Rd, Karen
P.O. BOX 10293 – 00100
Nairobi, Kenya
Tel:         +254 (0) 722 540 540
Tel:        +254 (0) 733 540 540

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