Frequently Asked Questions

You can book your ticket on our website, at www.skywardexpress.co.ke , by calling our reservation team on Tel No. +254709786000 or by sending us an email to our reservation desk at reservations@skywardexpress.co.ke

No, our fares are not introductory but permanent and at times we do have promotional rates that ran for stipulated periods of time.

We want you to get the best deal when you book your flight with Skyward. Our fare classes shall have terms and conditions which shall be clearly outlined on the ticket. Learn what’s included in the price so you select the fare that best meets your travel needs.

Skyward Express offers you great destinations across Kenya. Plus, all of our flights include free snacks and great service. If you’re ready to fly, you can book anytime. Ours scheduled routes currently are from Wilson airport to Eldoret, Lodwar, Mombasa, Ukunda and Lamu.

You can find the departure times of all flights in the timetable. However, the flight times shown in timetables may change between the date of publication and the date you actually travel. We do not guarantee them to you and they do not form part of your contract with us

Before we accept your booking, we will notify you of the scheduled flight time in effect as of that time, and it will be shown on your Ticket. It is possible we may need to change the scheduled flight time subsequent to issuance of your Ticket. If you provide us with contact information, we will endeavor to notify you of any such changes. If, after you purchase your Ticket, we make a significant change to the scheduled flight time, which is not acceptable to you, and we are unable to book you on an alternate flight which is acceptable to you, you will be entitled to a refund in accordance with our stipulated refund policy.

At Skyward Express whichever route you choose, we require you to have your valid government-issued photo ID or Passport if you are Kenyan Citizen and if you are from another nation, you will be required to bring your Passport.

Skyward Express requests that passengers under 18years of age travelling within Kenya present one piece of valid identification (government-issued with or without photograph preferred).

For infants under 2yrs and minors, Skyward requires government issued birth certificates or student ID cards with a date of birth to meet various security and governmental regulations.

Skyward Express is a point-to-point carrier so we do not offer any flight connections on either our own network or on another airline's network. Please ensure that you factor in enough time between flights as you book if you wish to make such arrangements for yourself. Skyward Express will not be liable for any missed onward flights.

Our flights are point to point thus if you need to book connecting flights e.g. Eldoret - Mombasa, you have to book two separate tickets: Eldoret-Nairobi then Nairobi-Mombasa. When booking connecting flights you must factor in connecting time. Skyward Express will not be reliable in case you miss your onward flight, even if both sectors are booked on Skyward Express.

You can change the travel date and time of the outbound and return flight, the place of departure, the destination and the names of the passengers by calling our call center on
+254 709 786 000 or +254 740 410 700.

Changing your reservations and/or details incurs a cost. Please note that changes can only be made up to 12 hours before departure.
In the event that you have to cancel your ticket but still wish to travel with Skyward Express, you will be required to pay an amendment fee. In addition, if no seat within the fare you had originally paid/booked is available, you will also be required to top up the fare difference.

If you are unable to find the special offer/promotional fares for that date that you’ve selected, this shows that the fares are no longer available.

Every flight has various price categories. The timing of the booking and the number of available seats determine the price category that is available for the flight you select. This may change very rapidly due to a number of factors such as booking cancellation or non-payment of a confirmed booking. Passengers are therefore advised to plan their journey and book early to get the best possible rates. In addition, you may also find special offers on our website. Changing your booking to a lower fare is however not possible.

It is not possible to get a refund if a lower fare is available.

It is possible to book an additional seat - for example, for the transport of a musical instrument.
However please be aware that there is no baggage allowance associated with the additional seat purchased for the instrument.

Once you complete your ticket purchase, a booking reference number and itinerary will be sent to you through the forwarding email address you have provided. At the airport all you need is your booking reference and valid government-issued identification or passport.

No. You can simply present the soft copy sent on the email provided accompanied with your ID or passport at the airport check-in counter

If you lose your booking confirmation, kindly contact our Skyward Express call center on +254 709 786 000 or email us on reservations@skywardexpress.co.ke and our dedicated team will assist you recover your reservation details.

Skyward Express presently offers snacks and refreshments on flights, at no cost.

• 1 piece of hand baggage (Max 5kgs Dimensions:53cm X 23cm X 30cm)

A reasonably sized handbag is considered part of hand luggage. Extremely large handbags are considered extra baggage and will, therefore, attract an extra charge.

You are allowed one free piece as checked-in bag on board weighing 15 Kgs. Any additional weight shall be charged at Kes. 350/- per Kg.

Keep your travel and insurance papers, medications, passport/ID and other valuables in your hand luggage – never in your hold luggage.

No, Skyward Express does not take pets or other animals onboard.

Our employees deliver all found objects to the Lost & Found department. You may enquire about your lost objects by getting in touch with the Call Centre or drop us an email on our reservations@skywardexpress.co.ke.

Smaller musical instruments can be taken on board as part of your free carry-on baggage allowance. They must be small enough to fit in the overhead locker, or under the seat in front of you.

Musical instruments that are larger than the permitted carry-on baggage size, e.g. a guitar, and if you wish to carry the item in the cabin, you can purchase an additional (window) seat for the instrument and normal charges and taxes will apply.

• The dimensions of your personal mobility device including height, width, and length
• The weight of your wheelchair.
• The battery type (if applicable)

• Infants must be 7 days or older to travel on a Skyward flight. You must have a medical clearance certificate issued by a physician to present at Check-In for any infant less than 7 days old.
• A lap-held infant is subjected to a base fare minus taxes as below:-
• Mombasa, Eldoret & Ukunda route is charged at Kes. 1,200/- one way.
• Lodwar & Lamu route is charged at Kes. 1,500/- one way.
• If you want to purchase a seat for the infant, you can pay a full fare and have your infant travel in an approved car seat which fits into the aircraft seat securely. This reservation cannot be booked online, but you can contact us via our call center on +254 709 786 000.
• Only one lap-held infant is permitted for each ticketed adult.
• Checked baggage allowances do not apply for the infant

Yes, you will receive an extension belt for your baby who is travelling on your lap. Our highly trained cabin attendants will be on hand to assist you.

Skyward Express shall accept a minor of between ages 5-12 years old to travel unaccompanied based on the child fare rate and one needs to contact our call center not later than 48 hours in advance to inform us that your child will be travelling alone.

The responsible adult who takes the child to the airport will have to accompany the child to the check-in counter where he/she will complete a declaration form prior to remaining with the child for as long as possible before proceeding to boarding. He/she shall be requested to remain at the airport until the flight departs.
For children on the ages 13-17 years, the unaccompanied minor service can be requested on a voluntary basis.