Call Centre : +254 20 6690 000

FAQs

BAGGAGE
 

Is there anywhere I can store any excess baggage?
Yes, there is a complimentary secure store at our Wilson Airport Office. plesae inquire at the Checkin counter.

Is the 15kg baggage allowance inclusive of hand luggage?
Yes. If passengers have significant excess baggage on 'safari' and International routes, it is recommended they book a 'freight' seat at child rate (applicable on Y class fares), which permits confirmed carriage of an extra 75 kgs.

What happens if my baggage is over the weight limit?
In most circumstances our Check-in staff will use their discretion and allow a leeway of up to 2 kgs. However additional excess baggage will only be carried, at the sole discretion of the captain of the aircraft, if the payload of the aircraft and/or space permits and will be charged at the prevailing rate for carriage of freight (currently $ 2 + VAT per kg).

Why do you ask that my luggage is in a soft bag?
Most of our flights are operated by aircraft whose luggage compartments have limited volume and are of an irregular shape. It is thus more difficult for us to stow large rigid suitcases, which in an extreme situation, might have to be carried on the next available flight.

BOOKINGS
 

Is there a discounted fare for children?
Yes, children of 2 years of age and above but not more than 12 years of age are charged at 75% of the applicable adult fare, depending on the class booked. Infants under 2 years of age are not charged providing they are not occupying a seat. Infants are not entitled to baggage allowance.

How can I make payment for my tickets? 
Online by credit card or Mobile money at the time of making your booking. Alternatively, email res@flysafarilink.com for other payment options such as credit card payment links, or bank transfer options.

What happens if my international flight into Kenya is delayed and I miss my Safarilink flight?
No show passengers will be required to book and pay for new tickets. However, if prior notification is received by up to 12 hours before the flight, Safarilink can transfer your booking, at a cost of $50 per passenger, to the next available flight but has no responsibility whatsoever for any related extra costs. If seats are not available, no refunds will be made. You are advised to ensure that your travel insurance covers such situations.

I want to book a flight to the Masai Mara, etc but do not know which airstrip to select when making my booking.
Please go to the relevant area map under Destinations and click on each airstrip in turn to see which camp/lodge they service. Alternatively send us an email using res@flysafarilink.com and we will provide you with the required information. 

Do all your scheduled service flights operate on a daily basis?
Most routes operate daily, with seasonal variations such as the Laikipia to Mara direct services which are suspended from 01 April to 15 June and between 01 November and 15 December. However, passengers can route via Wilson and connect to the Mara in the afternoon.

Can I book a seat on your scheduled services to transfer between two airstrips within the Masai Mara or between, for example, Samburu and Nanyuki?
Transfers within the Masai Mara can only be booked within 24 hours of the time of travel and are subject to the planned routing of the aircraft. Transfers are charged at the current rate for a single ticket from Nairobi to the Masai Mara. Similar 'rules' also apply to other transfers. Transfer bookings cannot be made online.

Do I need to re-confirm my flights once I have a ticket?
No, but it is recommended that you contact our operations the evening before the flight to reconfirm the timings, as timings on some routes can vary by upto 40 minutes depending on the routing of the aircraft.

Can I make a provisional online reservation?
No, you can only make a firm booking.

Can I make an online amendment or cancel a booking I have made online?
No, the details of any amendment or a cancellation must be sent by email to res@flysafarilink.com.

What happens if I have to cancel a booking?
Refunds for cancellations are normally only given when there are valid humanitarian grounds for the cancellation. In such circumstances you must send us full reasons for the cancellation, plus supporting documentation. See clause 19 of terms and conditions on the Safarilink website for full information.

GENERAL
 

When do I have to Check-in?
The latest Check-in time for all passengers is strictly 60 minutes before flight time at Nairobi (Wilson) and 90 minutes at Kilimanjaro and Zanzibar International Airports, 45 minutes in Lamu and Diani and 30 minutes elsewhere. Safarilink reserves the right to depart up to 15 minutes ahead of the scheduled departure time if passengers are not present at the place of departure by that time. Safarilink has no responsibility for direct or indirect costs resulting from passengers missing a flight due to non-compliance, for whatever reason, with the above Check-in times.

Which Nairobi airport do you operate from?
Safarilink is based at Wilson Airport, Langata Road which is approximately 8 kms from the city centre and 18 kms from Jomo Kenyatta International Airport. 

How far is Wilson Airport from Jomo Kenyatta International Airport?
The two airports are approximately 18 kms apart. The actual driving time is about 25 minutes but during the morning and evening rush hours you need to allow a minimum of 1 hour for the journey.

Can you organize a transfer between Jomo Kenyatta International Airport and Wilson Airport?
Yes, provided you give us at least 48 hours notice we will arrange for you to be met upon exit from the Arrivals Hall and brought to our Check-in. We will advise you of the cost but it is your responsibility to make payment directly to the taxi company. 

What type of aircraft do you operate?
Please see Fleet for details of our aircraft.

Do you provide charter flights?
Yes. Further details, including costs, can be found under Charters.

Do I have to have a minimum number of passengers in order to book a charter flight? 
No.

Am I able to get a snack at your Check-in lounge?
Yes, there is a coffee shop providing hot and cold drinks and snacks.