Booking Policy
FLIGHTS

Booking Policy:

  • The total Simba Points displayed includes all applicable fees, charges and taxes. It excludes all applicable airport taxes or other charges that may be payable at certain airports.
  • You are required to pay the entire amount prior to the confirmation of your booking.
  • There will be no refund for 'no-shows' or any partially unused flights.
  • For any information regarding your Frequent Flyer program, please contact the airline directly.
  • Kindly ensure that you have the relevant visa, immigration clearance and passport with a validity of at least 6 months.
  • To avail of infant fares, an infant must be under 24 months throughout the entire itinerary you book. This includes both onward and return journeys. In the event the infant is 24 months or above on the return journey, you will need to make a separate booking using child fare.
  • Infants must be accompanied by an adult at least 18 years of age.
  • KCB is not responsible for any schedule change by the airline after issuance of the ticket, but will inform you of the same, if informed by the airline. It is advisable to reconfirm your flight timings 24 hours prior to your flight departure.
  • KCB reserves the right to alter any and all fees from time to time, without notice.

Check-in:

  • The passenger needs to check-in at least 3 hours prior to departure for all International flights, and2 hours prior to departure for all Domestic flights. However, we would always recommend you call the respective airline to understand their check-in policy timings.
  • As per airline rules, the standard check-in time begins 3 hours prior to departure.
  • Infants must have valid proof of age documents showing that the infant is less than 24 months old. You need to carry appropriate travel permissions (valid passport, visa, immigration clearance etc.) acquired before departure. KCB is not responsible for lack of documents produced during check-in.

Amendments:

  • KCB can assist you with amendments to most bookings. In some cases, though, you will need to contact the airline directly.
  • Every booking made on KCB Simba Points program is subject to amendment charges levied by the airline, which may vary by flight and booking class.
  • If you amend your booking, you will be charged the difference in fare, if any, and applicable when the amendment is made. However, if the new fare is lower than the original fare, the difference in the fare amount will not be refunded. The re-booking charges as applicable will be collected and charged to your credit card.
  • In addition to the airline's amendment charges, handling fee of KES 6,000 per passenger will apply over and above the airline’s amendment charges.
  • We will collect these charges from you when we make the changes to your travel plans. We will also collect the difference in fare, if any is applicable when the amendment is made.
  • Depending on the airline policy, some booked fares may not allow an amendment.

Cancellation and Refund Policy:

  • For bookings made through KCB Simba Points program no cancellations are allowed if done voluntarily. Hence no Simba Points will be refunded back to your account. For any reasons not initiated by the customer i.e. flights being grounded/cancelled/or any other unforeseen circumstances wherein the customer is denied travel, applicable Simba Points will be refunded back into your account. This again would be as per the discretion of KCB.
  • Every booking made on KCB Simba Points program is subject to cancellation charges levied by the airline, which may vary by flight and booking class.
  • Some booked fares may be non-refundable as per the specific airline's policy. Partially flown tickets as well, in most cases, are non-refundable.
  • There would be a handling fee of KES 6,000 levied per passenger per ticket for any cancelations, if there is any refund initiated by the KCB as an exception.
  • Only cancellation requests made through our customer support shall be entertained. KCB shall not be liable to entertain any cancellation requests made through any other medium including but not limited to SMS.
  • Our Customer support e-mail ID is contactcentre@kcb.co.ke.
HOTEL

Booking Policy:

The standard check-in time is after 1400 hours (local time) and check-out time is 12 noon. This could vary according to season and/or city. Please check with the hotel for clarity.

An early check-in or a late check-out facility depends completely on the hotel’s room availability on that particular date. KCB cannot guarantee anything in this regard.

Not all hotels include complimentary breakfast. Please ensure this is checked on the program website under the respective hotel’s ‘View Detail’ section, before redeeming the hotel.

As a general policy, a single room can accommodate a maximum of 2 adults and/or 2 adults and 2 children.

Reconfirmation:

There is no need to reconfirm the hotel booking, once done. However if you wish to do so, you may write in to our Customer Service at contactcentre@kcb.co.ke

Note:Please do not call the hotel directly to confirm.

Amendments:

Once a hotel booking is placed through KCB Simba Points program no changes/amendments in the respective hotel booking dates are allowed. If you wish to change your check-in and check-out dates, a completely new hotel booking would have to be made. There will be no refund of points granted on the original booking.

Please do not call the hotel directly for reservation changes or cancellations, as the same would not be considered.

Cancellation Policy:

For bookings made through KCB Simba Points program no cancellations are allowed, if done voluntarily. Hence no points will be refunded back into your account. For any reasons not initiated by you i.e. hotels sold out and/or any other unforeseen circumstances wherein you are denied stay, applicable points will be refunded back into your account. This again is as per the discretion of KCB.

CAR RENTALS

Booking Policy:

Once car redemption is done by you, the confirmation is not immediate. It takes minimum of 12-24 hours for a confirmation. For any queries regarding the confirmation, you can e-mail us at contactcentre@kcb.co.ke.

In case the requested car pick-up and drop locations are different, there could be a surcharge fee in addition to applicable taxes. This will be notified at the time of booking itself by our back-end team, and only once a confirmation is sought from you, the confirmation process would be carried out.

Amendments:

Once the car booking is done, the existing booking cannot be amended. However, for exceptional cases, a new request can be made for the revised date/time, provided this request is initiated 72 hours prior to the original booking date. Applicable surcharges would apply.

Cancellation Policy:

For bookings made through KCB Simba Points program, no cancellations are allowed if done voluntarily by you. Hence no points will be refunded back into your account.

How old do I have to be to rent a car?

To rent a car, you must be within 25 years to 70 years of age. Certain car suppliers however do allow to rent a car between the age group of 21-25 years. There could be a young surcharge fee applicable in some cases.