NAIROBI, Kenya, July 20 – Lufthansa Airlines refunded a Kenyan passenger Sh63,798 after he was denied boarding on a flight to Canada despite claiming he had all the required travel documents.
According to the Competition Authority of Kenya (CAK) Annual Report and Financial Statements for the 2024/25 financial year, Mathews Keinamma had booked a return ticket worth Sh424,830 from Nairobi to Canada via Frankfurt through Expertriate Travel Agency.
“The complainant alleged that he purchased a return air ticket worth KES 424,830 from Nairobi to Canada via Frankfurt via Lufthansa Airlines through Expertriate Travel Agency,” the report states.
Keinamma said he was denied boarding because he was travelling on a Kenyan passport and was allegedly missing some travel documents, despite having his passport, visa and hotel booking confirmation.
Lufthansa later refunded Sh361,032 but retained Sh63,798.
The case was referred to CAK, which intervened on the passenger’s behalf.
“Upon the Authority’s intervention, the complainant was refunded the balance,” CAK said in the report.
While airlines are generally not required to compensate passengers who miss flights due to their own actions, passengers may be entitled to refunds or compensation where they are denied boarding despite meeting the required travel documentation.
