Kenya Airways London Gatwick-Nairobi compensation

Check the itinerary and final delay. Do not replace LGW with “London” in the evidence: rerouting to Heathrow creates a different airport journey and may require KQ to address surface transport.

The Kenya Airways UK departure guide covers the general UK261 rules behind this Gatwick route.

Gatwick route decision table

Gatwick departure protection applies regardless of nationality. It arises because the flight leaves the UK.

Delay and long-distance reduction

Gatwick-Nairobi is over 3,500 km. A qualifying arrival more than four hours late can produce GBP 520. Between three and four hours, the long-haul reduction usually leaves GBP 260.

If the reservation continues through Nairobi, measure at the last ticketed destination. Preserve all sectors and the rebooking created at NBO. A delayed long flight can arrive under three hours late at Nairobi yet cause a much larger protected final delay after the connection is missed.

Fixed compensation still depends on cause. External weather or air traffic restrictions may support a defence if KQ proves the link and reasonable measures. An internal operational problem should not be accepted as extraordinary without detail.

Cancellation from Gatwick

The passenger chooses reimbursement or rerouting. A KQ voucher is optional and should be compared with cash and travel alternatives. Where the trip remains necessary, ask for the earliest final arrival rather than simply the next KQ departure.

Possible alternatives can include Heathrow, Paris, Amsterdam or another airline. Record what seats were available when the request was made. Kenya Airways' Conditions allow another carrier if necessary and another mutually agreed means within a reasonable period.

Cancellation notice under 14 days can preserve fixed compensation depending on replacement timing. Save the first email or message, not merely the date shown in a revised itinerary.

Changing from Gatwick to Heathrow

LGW and LHR are not connected airside. The passenger must collect or transfer baggage according to the replacement arrangement and travel across the London area. Ask KQ for a realistic minimum connection and written responsibility for transport.

Evidence should include:

• original Gatwick booking;
• Heathrow replacement with confirmed status;
• KQ instruction to change airports;
• coach, rail or taxi options visible at the time;
• actual expense and receipt;
• any accessibility or family need affecting the choice.

A transfer that is technically possible for an unencumbered adult may be unreasonable for a wheelchair user, a family with small children or a passenger arriving late at night.

Gatwick care rights

For long-haul departure delay, reasonable meals and communication are due after the UK waiting threshold, generally four hours. Overnight interruption can require a hotel and airport transfers.

If KQ provides neither voucher nor room, buy sensible essentials and retain itemised proof. Keep a note of where and when help was requested. A screenshot of an unanswered chat supports the chronology but does not prove the expense, so save the merchant invoice too.

After five hours, a passenger may abandon a covered journey and request reimbursement. Confirm the status of the return and any onward African sector before submitting an online refund that could cancel the entire booking.

Gatwick evidence that improves the case

Take a photograph of the live departure display only when the time, airport and flight are visible. Save check-in confirmation and a gate record, particularly for denied boarding. For delay, document final door opening at Nairobi or the onward destination.

If KQ reroutes through another country, retain both the proposed and accepted itinerary. If a visa or transit rule made an option unusable, provide the official requirement and show that Kenya Airways was informed.

The hotel and transport cost guide explains how to present shared family expenses without multiplying them improperly.

Return from Nairobi

The Nairobi-Gatwick KQ flight is normally outside UK261 because incoming coverage requires a UK or EU operating carrier. This remains true for a UK resident and a return ticket bought in London.

Use KQ's contract for rerouting or involuntary refund, its direct-sale process after more than eight hours where applicable, and the Montreal Convention for proven international delay loss. If British Airways or another UK/EU partner actually performs a sector, test operator coverage again.

Claim route

Kenya Airways' disruption portal expressly includes UK261. Enter the 706 ticket number or manual details, name LGW as the first departure and state final arrival. Separate the GBP fixed amount from food, accommodation and cross-airport costs.

The airline's Conditions currently state a 21-30-working-day substantive response. After a final decision, check current UK CAA complaint guidance for the available dispute route.

Worked Gatwick rerouting example

A couple is booked from Gatwick through Nairobi to Kigali. Kenya Airways cancels at short notice and offers Heathrow-Nairobi the next morning, followed by a much later Kigali sector. Another suitable partner itinerary from Gatwick would reach Kigali that evening. The couple should request the earlier final-arrival option in writing and capture its availability before purchasing anything themselves.

If KQ insists on Heathrow, they should also request the cross-airport journey and a room when the transfer requires an overnight stay. The fixed UK261 calculation uses Kigali and each passenger separately; the coach, room and meals are reimbursed according to the actual reasonable shared expenditure.

FAQ

Is Gatwick to Nairobi covered by UK261?

Yes, a qualifying Kenya Airways departure from Gatwick is protected because it leaves the UK.

How much can a long Gatwick delay pay?

The amount is generally GBP 260 for three-to-four hours and GBP 520 after more than four hours.

Is Nairobi to Gatwick also protected?

Normally not when Kenya Airways operates the incoming flight, because KQ is not a UK or EU carrier.

Who pays for a transfer to Heathrow after cancellation?

Ask Kenya Airways to arrange or reimburse reasonable transport when its rerouting requires the airport change.

Does a separate Nairobi connection count as final destination?

Not automatically. It normally must form part of the same continuous reservation.

Sources

• Kenya Airways: Gatwick route launch
• Kenya Airways: route planner
• Kenya Airways: Conditions of Carriage
• Kenya Airways: flight disruption claim
• UK CAA: delays
• Gatwick Airport: live flights