Frequently Asked Questions

Welcome to the Skyward Airlines Frequently Asked Questions (FAQ) page — your quick guide to flying with us. Here you’ll find clear answers about our current routes, booking process, check-in and boarding procedures, baggage policies, special assistance, and travel experience. Whether you’re planning a domestic trip or a regional flight to Dar es Salaam, this page helps you prepare for a smooth and comfortable journey with Skyward Airlines.

Ticket Policies

Learn about Skyward Airlines’ ticket conditions, including fare rules, reservation change options, ticket validity, and baggage allowances. This section also outlines important travel policies such as firearms and ammunition declaration, dangerous goods restrictions, and special requirements for expectant mothers, helping you plan your journey smoothly and in line with airline guidelines.

Are fares refundable?

In line with Skyward Airlines’ ticketing policy, all fares are non-refundable once purchased.

What are the reservation change policies?

Changes to the date or time of travel are permitted at a fee of USD 20 per person. If the original fare is no longer available at the time of change, the next applicable higher fare will apply, and any fare difference will be charged.

What is the free baggage allowance?

Free baggage allowance varies depending on the departure airport:

Wilson Airport:
• 1 piece of checked baggage not exceeding 15 kg
• 1 piece of hand luggage not exceeding 5 kg per person

JKIA:
• 1 piece of checked baggage not exceeding 23 kg
• 1 piece of hand luggage not exceeding 7 kg per person

Once purchased, how long is a ticket valid?

Tickets are valid for three (3) months from the first date of service and may be used or reclaimed within this period.

What is the firearms and ammunition declaration policy?

All firearms and/or ammunition must be declared at the check-in counter. A police officer on duty will assist with verification at the in-house Firearms and Ammunition Screening Room.

Is Skyward Airlines an approved dangerous goods carrier?

No, Skyward Airlines is not an approved Dangerous Goods carrier. For further details, please visit Dangerous Good Policy

For expectant mothers, how many weeks are considered a flight risk?

Expectant mothers who are 36 weeks pregnant or more are not permitted to fly. Passengers between 29 and 35 weeks of pregnancy must present a doctor’s note issued within 48 hours prior to the flight, confirming fitness to travel.

Applicable Service Fees

Get clear information on service-related charges applicable to your Skyward Airlines booking, including fees for ticket changes and fare differences where applicable. This section helps you understand any additional costs that may arise after purchase, so you can plan your travel with clarity and confidence.

What is Extra Legroom?

Extra Legroom seats are located in select rows of the aircraft, offering generous space to stretch out. These seats are subject to availability, terms & conditions, and eligibility requirements. Please review all criteria before booking to ensure you meet the requirements.

Who can book Extra Legroom?

Guests must meet the following eligibility requirements:
• Be physically able to reach, locate, and operate the emergency exit window or door, and quickly pass through the exit.
• Be able to understand and acknowledge instructions in English.
• Be 18 years or older and free from medical conditions that could prevent safe use of the exit row.
• Not be traveling with children, infants, a caregiver, a guide dog, or an assistance animal.
• Not be in any stage of pregnancy.

How much does Extra Legroom cost and how can I book it?

Extra Legroom seat selection costs KSH 390 / USD 3 per seat for both domestic and regional routes. Seats are available on a first-come, first-served basis, so early booking is recommended.

What is the airline’s policy on disability assistance and how much does it cost?

Skyward Airlines provides free special assistance to passengers who may require help, including:

• Elderly passengers
• Passengers with physical disabilities, such as wheelchair users
• Passengers with difficulties in social interaction or communication, such as those with autism

How to request assistance:

• Notify Skyward Airlines at least 48 hours in advance when making your reservation.
• Upon arrival at the check-in counter, inform staff of the assistance you require.
• Arrive at least 90 minutes prior to your scheduled departure to allow sufficient time for check-in and boarding.

What is the policy for Unaccompanied Minors and how much does it cost?

For children aged 5 to 14 years flying alone, Skyward Airlines provides full support to ensure a safe, comfortable, and enjoyable journey.

• Check-in: A parent or legal guardian must accompany the child to complete the unaccompanied minor form.
• Airport Assistance: A customer service agent will assist the child until they board the aircraft. Priority is given to families and unaccompanied minors.
• In-Flight: Cabin crew or the purser will oversee the child’s journey.

This service is free of charge.

How much is the domestic cancellation refund?

For any Skyward Airlines domestic route, the cancellation fee is USD 25 / KSH 3,250 per passenger.

How much is the regional cancellation refund?

For any Skyward Airlines regional route, the cancellation fee is USD 50 / KSH 6,500 per passenger.

Baggage Policy

Skyward Airlines provides generous baggage allowances tailored to each route. Passengers departing from JKIA enjoy up to 23 kg of checked luggage plus 7 kg hand luggage, while those from Wilson Airport have 15kg checked and 5kg hand luggage. You can purchase extra baggage at the counter and carry sports equipment like surfboards or golf bags for a small fee. In the rare case of lost or delayed baggage, our airport team is always available to assist you promptly.

What are the Restricted Carry On Items

Instructions for the Safe Transport of Dangerous Goods by Air and the International Air Transport Association (IATA) Dangerous Goods Regulations. If you've packed any of these items‚ we may not be able to check in your baggage. In addition, passengers are not allowed to carry the following items in their hand baggage for passengers’ safety and security reasons. To minimize inconvenience‚ you are advised to check in or put these items
in your checked baggage instead. For more information visit: Dangerous Good Policy

What is the baggage allowance for flights out of Wilson Airport?

15 Kgs Checked-in & 5 Kgs Hand Luggage

What is the baggage allowance for Nairobi–Dar es Salaam?

23 kg checked + 7 kg hand luggage.

Can I buy extra baggage?

Yes, at the check-in counter.

Can I carry sports equipment (surfboards, bicycles, golf bags)?

Yes, subject to service fees.

What should I do if my baggage is lost or delayed?

Report immediately at the arrival airport.

Special Services

We go the extra mile to accommodate every traveler’s needs. Skyward Airlines offers unaccompanied minor services for children, special assistance for elderly and disabled passengers, and priority boarding for expectant mothers and those traveling with infants. While pets are not permitted onboard, passengers can enjoy light refreshments during the flight. Our strong safety record and compliance with KCAA and IOSA standards ensure you travel with peace of mind.

Do you offer unaccompanied minor service for children?

Yes, request when booking.

Do you provide special assistance for elderly or disabled passengers?

Yes, request when booking.

Can I travel with pets?

No, pets are not allowed.

Do you serve meals on board?

Yes, light refreshments are provided.

Is Skyward Airlines safe?

Yes, fully compliant with KCAA and IOSA.

Facilities & Experience

Skyward Airlines enhances your journey with comfort and care through the Angani Lounge at Wilson Airport. The lounge features free Wi-Fi, a play area for children, and facilities for nursing mothers. We also provide priority boarding for VIPs and people with disabilities, as well as dedicated customer service teams across all destinations. With a focus on punctuality, personalized service, and family-friendly amenities, Skyward Airlines makes every flight a pleasant experience.

Does Skyward Airlines have a dedicated lounge?

Yes, Angani Lounge at Wilson Airport.

Is there a play area for children?

Yes, at Wilson Angani Lounge.

Do you have facilities for nursing mothers?

Yes, at Wilson Angani Lounge.

Do you provide priority boarding for VIPs?

Yes, for VIP passengers.

Do you provide priority boarding for people with Disability?

Yes, people with disability receive priority booking.

Do you provide priority boarding for Expectant Mothers?

Yes, expectant Mothers receive priority booking.