FAQ - pre-paid seats

will I be refunded if my seat is not available?

Pre-paid seats cannot be guaranteed and are non-refundable. Due to operational, safety or security requirements, we reserve the right to cancel or change your seat. Should this happen we’ll try our best to provide you with a similar seat where possible. If we’re not able to you may request a refund by calling our Contact Centre 0861 KULULA (585852).

how do I book and pay for a seat?

It’s easy to secure your seat before checking in. You’re able to do so in the booking process when selecting your flight. Alternatively add at any time up to 24 hours before departure by visiting manage my booking.

For more on how to book follow the steps here.

can I book a flight without selecting a seat?

Yes you can. Pre-paid seats are an optional benefit that ensures you have your fav spot on the plane or that you’re seated together on the day of your flight. You are still able to select an available seat when you check in for your flight online 24 hours prior to departure or at the airport on the day of your flight at no additional cost.

if I have booked flights through a Travel Agent, how do I select and pay for a seat?

You can select an available seat through manage my booking via the “add extras” tab or by calling our Contact Centre 0861 KULULA (585852) at least 24 hours before departure.

do I have to select a prepaid seat for all the flights on my booking?

No, you can choose which flights you want to secure a seat on before checking-in online or at the airport.

do I still have to check in for my flight if I selected a pre-paid seat?

Yes, the same rules apply and you must be at the airport at least 90 minutes before your flight departs. You must still check in at least 24 hours prior to departure online or at the airport manned check-in counters. Pre-paid seats ensure your seat of choice is available to you at check in.

I'm travelling with my family will we sit together?

There is no guarantee that a group of travellers will be able to select seats together at check in 24 hours prior to departure. If you wish to guarantee that the group stays together, secure the seats ahead of time with pre-paid seats.

I'm traveling with an infant, should I book a pre-paid seat for the infant?

Infants, below 2 years will have to sit on an adult’s lap. You’re only able to book a seat ahead of departure
for an adult.

can I change my seat after I have selected it?

Yes, you can change your seat as many times as you like before payment has been made. Once you’ve paid for your booking and want to change you can call our Contact Centre 0861 KULULA (585852) at least 24 hours before departure. You’re also able to change your seat when you check in for your flight if you see a better option or make a new friend.