FAQs
Flight Bookings

What is an E-ticket?

An e–ticket (electronic ticket) is a paperless electronic document with a unique confirmation number. When you purchase an e–ticket, we e-mail it to you within 30 minutes of your booking. Simply print it out and bring it with you along with a valid photo ID to the airline counter, when checking-in for your flight.

What is meant by a direct flight?

A direct flight is a point-to-point (city-to-city) flight that is either non-stop or has one or more intermediate stops, but without any change of aircraft.

What is an indirect flight?

An indirect flight is one where stop-overs via intermediate cities are involved. Indirect flights involve change of aircraft and often a change of terminal. It is not permitted to break your journey in a transit city.

Can I book tickets for infants on KCB Simba Points?

Yes, you can book for one infant per adult on KCB Simba Points. The age of the infant must be below 24 months on the date of travel. Make sure you carry valid proof of age documents at the time of check-in. The infant is not awarded a seat on the flight and has to travel with the accompanying adult.

What is the maximum number of seats I can book at one time?

A maximum of 9 seats can be booked at one time. If you need to book for more than 9 travelers, you will have to repeat the booking process for the additional travelers.

Can I book a multi–city trip?

No, you cannot do a multi-city booking at this juncture. To book a multi-city travel, you will have to book individual sectors, separately.

I did a search for flight tickets and selected my flight. However, after providing the passenger details, I see that the fares have increased. Why?

The airline fares are dynamic in nature and based on availability of the seats on the particular flight. There are always chances that the seats selected by you may get sold till the time you complete you’re booking. Therefore, to minimize the chances of booking failures, we check the availability of the seats before you proceed with the payment. If you find that the fare has increased at this step, you have the option to go ahead with the booking or refresh the search.

Do I need to confirm my flight reservation before I fly?

No, you do not have to. However if you wish, you may contact the airline directly.

How do I confirm special services like seats/meals, wheelchair, bassinets etc.?

KCB Simba Points does not do a pre–seating or confirm meals. You will have to call the airline directly for any seat or meal requirements. Also airlines require a minimum of 24 – 48 hours prior notification in case any special meal or service needs to be confirmed. All special requests are subject to confirmation from the airline and in some cases may be chargeable as per airline policy.

How do I get my e–ticket details?

We will send your e–ticket details to the registered e-mail address provided by you to us, when you made your reservation.

Do I have to show my e–ticket confirmation e-mail at the airline check–in counter?

Yes, you do. Some airports do not allow you to enter without a printout of your e–ticket, so be sure to carry one with you. If you have forgotten to carry your e–ticket printout, you can contact the airline ticketing counters at the airport to issue a duplicate itinerary receipt.

Do you issue paper tickets?

No, we do not issue paper tickets.

How do I find out my baggage limit?

Please contact the airline directly or visit the airline’s website for accurate details regarding baggage limits, as rules vary from time to time without any prior notice.

I misspelled my name while booking a ticket. How do I get it changed?

You can call us to check if the airline which you have booked with, entertains change–of–name requests. However, if the airline does not allow it, you will have to cancel and re-book the ticket. Normal amendment charges apply in such cases. Certain airlines do not even allow a re-issue of ticket on such occasions and a new ticket has to be issued. KCB Simba Points will not entertain any refund of Simba Points in such cases.

Is it possible to book tickets for another person through my account?

Yes. Just enter the details of the passengers you want to book for when you are asked to enter traveler details at the time of booking.

Can I enter my Frequent Flyer number at the time of booking?

Currently we do not take the Frequent Flyer number. You can provide your Frequent Flyer number at the airline counter at the time of check-in.

Do I have to show my e-ticket confirmation voucher at the check-in counter?

Yes, you have to show your e-ticket confirmation voucher. It is important you carry a print copy, so please ensure you do so.

Do I have to pay anything extra at the airport?

Normally, all taxes for the airport are collected on the ticket at the time of booking itself. However, many airports do collect development fees/taxes at the time of departure. Please check with the respective airline before you travel.

Hotel Bookings

What is the standard check-in /out time for hotels?

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

Our children will be traveling with us; will there be any hotel charge for them as well?

When making your booking, select the number of children traveling with you from the 'Children' drop-down box. If you select one child, our search will give you the price of a Double Room with a child, not including an extra bed. If you want an extra bed in the room, you need to increase the number of passengers in your search.

What is the difference between a Double and a Twin Room?

A Double Room has 1 King-sized bed, whereas a Twin Room has 2 single or Queen-sized beds.

Do I need to reconfirm my hotel booking?

No, this is not necessary. However if you wish, you may call the Bank’s Call Centre on +254 711 087000 or +254 732 187000 or write in to us atcontactcentre@kcb.co.ke
KCB will reconfirm booking with the respective hotel and revert to you accordingly. The turnaround time will depend upon the hotel location and time zone. Please do not call the hotel directly to confirm.

Can I change the dates of my hotel booking?

KCB Simba Pointsdoes not support changes/modifications to bookings once they are made. Please do not call the hotel directly for reservation changes or cancellations.

I need to avail an early check-in /late check-out. Can this be done?

This depends completely on the hotel’s room availability on that particular date. KCB Simba Points cannot guarantee anything in this regard.

Are meals/breakfast included in the hotels booked?

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.

Can I make a hotel booking for today’s check-in?

Sorry this is not possible. Hotel reservations have to be booked a minimum of 3 days in advance.

Can I request for connected rooms if I am booking 2 rooms, or a smoking room preference etc.?

Most of the hotels are booked directly through international suppliers. We can add these requests as a comment to the hotel; however KCB Simba Points does not guarantee confirmation of the same. These requests would have to be made directly at the hotel at the time of check-in.

Car Rentals

What is the driver’s age & requirement for renting a car?

The age requirement is between 21 and 70 years old. If the driver is under 25 or over 70 years of age, there could be an additional fee which will be notified before the confirmation.

How will I be notified about my booking confirmation?

Once car redemption is done, you will receive an e-mail on your registered e-mail address stating the confirmation is pending. Once we have the confirmation from the supplier, we will send out the final confirmation voucher that you can present at the respective car service provider. Confirmations normally take 24-48 hours.

Does my car redemption include all charges or is there anything extra I have to pay?

If the pick-up and drop location is at an airport there could be surcharges for the same. This can be settled directly with the service provider. In case you wish to know the cost, you can call the Bank’s Call Centre on +254 711 087000 or +254 732 187000 or write in to us at contactcentre@kcb.co.ke. Customers are responsible for all toll fees, congestion charges, speeding tickets, parking and traffic fines, and any associated administration costs.

Can I make any changes to the car reservation once booked?

Yes, the same can be done. However the request needs to come to us 48 hours prior to the booked date. Confirmation would depend on the service provider’s availability.

Am I going to be charged in case I wish to make a change in the car booking?

Extra amendment surcharges would be incurred if there is a change in the duration, location or type of car. Over and above the amendment charges, we would be levying a handling fee of KES 1,500.

What if I want to cancel my car booking; is it possible?

Once car redemption is done, the booking cannot be cancelled and there will be no points refunded into the member’s account. However if the reason for cancellation is from the service provider/supplier’s end, the points will be duly credited into your account within 2 business days.

Can I have a different pick-up and drop location?

Yes the same is possible; however there would be an extra surcharge for the same.

What should I do if I am not getting any search results for a car booking I am attempting on the website?

At such instances, you can call the Bank’s Call Centre on +254 711 087000 or +254 732 187000 or write in to us at contactcentre@kcb.co.ke

Simba Online Shop

How many days will it take to get my reward merchandise delivered?

Your reward merchandise will be delivered within 4 -5 working weeks (subject to availability of the stock, and the location of the merchant).

How will I track my order?

You can write in to us or you can call the Bank’s Call Centre on +254 711 087000 or +254 732 187000 or write in to us at contactcentre@kcb.co.ke

What if the product reaches my mentioned delivery address when I was away or not available?

Should this occur, we would attempt to deliver the product once again, in the next 5 business days. Please ensure the mobile and address data filled in while making the order is accurate and in use. There could be further delays in re-shipping products of high value, due to procedural requirements.

If I do not have sufficient Simba Points to redeem an item, can I pay the balance by cash/debit/credit card?

You can only redeem an item using your available Simba Points. Payment by cash or any other payment mode other than your Simba Points is not applicable for the items listed on the KCB Simba Points website. However, there will be an option to purchase Simba Points.

Can I redeem an item on Simba Online Shop by contacting a help desk?

Sorry, this is not possible. You can redeem items on Simba Online Shop through the online redemption mode only.

Is there a way I can cancel my order?

You cannot cancel an order once you have placed a confirmed order by clicking on the ‘Make Payment’ button. However, you do have a choice to remove items from your shopping cart before making a payment. This can be done by selecting the items to be removed from the ‘Add to Cart’page and by clicking on ‘Remove Item’ button.

How will I replace an item which is found faulty or damaged during delivery?

You can call the Bank’s Call Centre on +254 711 087000 or +254 732 187000 or write in to us at contactcentre@kcb.co.ke within 1 day of delivery of the item, with details of damage or fault and proof of damage. Any queries beyond 2 days of delivery will not be entertained.

I have redeemed an item on the site. Will I be assured that the stocks will be available?

The products/merchandise listed on Simba Online Shop are as per confirmation on availability from the concerned merchants. However, at instances where the products are not available with the concerned merchant due to some unforeseen reason, we would issue you a reject letter and refund the Simba Points back into your account.

I have made an order however I did not receive any e-mail notification of the purchase.

Ideally, an e-mail will be rendered no sooner the product is successfully redeemed. However in the event where no e-mail notification is received and Simba Points have been debited, immediately call the Bank’s Call Centre on +254 711 087000 or +254 732 187000 or write in to us at contactcentre@kcb.co.ke

Is the delivery FREE of charge?

The cost of shipping would be included in the Simba Points utilized for redemption and would vary according to the merchandise selected. There is no additional charge on shipping or delivery. You should not pay any money to the delivery person upon delivery of the merchandise or pay additional charges as tax. The Simba Points deducted will be inclusive of taxes.

I have received my merchandise but it does not have any details on the Guarantee Certificate or Warranty?

Merchandise sold through Simba Online Shop does not have any Guarantee Certificates or Warranty. For enquiries in this regard, please contact KCBwho will further guide you on the same.

Are my account details safe?

Your details are shared only between you and KCB.

How will I be notified on details/records of my transactions?

You will find detailed information of your transactions and balance in your Account Summary.

Can I order a product to be shipped to a different location apart from my address?

Yes this is possible. This would have to be updated under the shipping information details after Checkout.

What if I forget my password, user ID, to my account?

An option is provided on the Member Login page, to enable you to reset your password. The same can be done from there.

Simba Sports

What is included in the cost?

Included in the cost is your seated match ticket plus hospitality, when applicable. If you have selected any of our hospitality options then please refer to the description of what is included for each individual event on Simba Sports.

Do I need a valid passport?

Yes, you will need a passport for travel. Although Simba Sports does not deal with any aspect of your travel itinerary, we would like to advise that it will be the sole responsibility of each individual to make sure they have a fully valid passport and visa as required for their selected dates of travel.

What documents do I need to take with me?

You will need to carry your event ticket/package with you. You will receive these via courier (local events only). In case you are traveling from overseas or within 2 weeks of travel, you will receive your event ticket and package for collection at the Accommodation you have booked.

I want to make a booking within 2 weeks of travel; is this possible?

You will be able to e-mail or call an enquiry with your booking request details; this will all be on a request basis only. We would reply to you within 24 hours with a confirmation where possible.

How do I get my event tickets and packages if I book within 2 weeks of travel?

We will send your match tickets directly to your Hotel/Accommodation you have booked.

What is the minimum age for making a booking with Simba Sports?

You must be 18+ years of age, to make a reservation on this system. You would be required to confirm that you are 18 years or over, as part of the booking conditions.

Do children and infants need a match ticket?

Yes, if you are traveling with a child or infant, they too will require a match ticket. Infants do not get a seat but still require a ticket for entry to any game.

Do I need travel insurance?

Simba Sports strongly advises that you do purchase travel insurance for any trip which you may undertake.

What happens after I submit my details to make a reservation?

After you have chosen your preferred event, you will receive your confirmation number on your registered e-mail ID. This will include all your booking details. You will have to call us on the contact number 2-3 weeks prior to the event, to give us the delivery details in order for us to deliver the tickets for the services you have bought through Simba Sports. If you have any questions after you receive your confirmation, you can e-mail us with your confirmation number and query.

I have a confirmed booking but now am unable to travel; do I get a refund?

All event tickets and packages are non-transferable and non-refundable.

Will I know which area in the stadium I will be in before I arrive?

Yes, we will be able to adviceof the area upon confirmation; unfortunately once confirmed, these cannot be changed and may be located anywhere in the home section of the area you have selected.

What does long-side and short-side mean?

Long-side – These are seats along the side of the pitch.
Short-side – These are seats behind the goal area.

Do you take bookings over the phone?

All bookings for services need to be purchased on the KCB Simba Points website. However, we will accept phone bookings on a case-to-case basis.

Simba Points Gift Voucher

How will I receive my Simba Voucher?

The moment you redeem aSimba Voucher, an e-mail notification would be sent to your registered e-mail address. The voucher copy would be sent to you.

Is there a limit on how many Simba Vouchers I can redeem on a single order?

No, there is no limit assigned to how many Simba Vouchers can be redeemed per order.

Do I need to have an account to redeem my Simba Voucher?

It would be necessary for you to register and activate your account on KCB Simba Points, should you want to claim your Simba Voucher. You cannot redeem a Simba Points Gift Voucher Simba Voucheras a guest user.

While redeeming a Simba Voucher my transaction failed. What should I do?

You can put forth your query to us on the Bank’s Call Centre at +254 711 087000 (should this be written as 254 (711) 087000) or +254 732 187000(should this be written as 254 (732) 187000) or write in to us at contactcentre@kcb.co.ke

What if I don’t get a confirmation at the time of booking?

In the event you do not receive a confirmation, please inform us on the Bank’s Call Centre on +254 711 087000 or +254 732 187000 or write in to us at contactcentre@kcb.co.ke

I did not get an e-mail confirmation. What do I do?

Please contact the Bank’s Call Centre on +254 711 087000 or +254 732 187000 or write in to us at contactcentre@kcb.co.ke

Are Simba Vouchers transferable, redeemable for cash/credit?

Simba Vouchers cannot be redeemed for cash or credit but are transferable.

Can I extend the validity of my Simba Voucher?

No, the validity of a Simba Voucher cannot be extended beyond its original term.

Does the Simba Voucher have an expiry date?

Simba Vouchers carry a validity period of 6 months from the date of issue of the voucher.

My Simba Voucher code is not working properly and the discount is not reflecting at Checkout stage. What can I do?

Please contact the Bank’s Call Centre on +254 711 087000 or +254 732 187000 or write in to us at contactcentre@kcb.co.ke

Do I need to pay any extra charge when purchasing a Simba Voucher?

There is no extra fee or other charges associated with a Simba Voucher purchase.

Why isn’t my payment going through?

In such a situation please inform the Bank’s Call Centre on +254 711 087000 or +254 732 187000 or write in to us at contactcentre@kcb.co.ke

Simba BillPay

What is the Simba BillPay Service?

Simba BillPay is a great new service that serves as a single point of contact for most of your recurring payment needs. At Simba BillPay, you can pay bills and make other payments online, in a secure and convenient manner using your Simba Points.

How does the Simba BillPay service help?

Simba BillPay essentially works to simplify the hassles of your bill payments. You can organize and pay all your bills online using your Simba Points. The Simba BillPay service is available to you 24x7, 365 days a year. It ensures you have the safest, the most secure and convenient online experience.

How does Simba BillPay get my biller information?

When you choose to make a bill payment through Simba BillPay, you need to provide us with the necessary information. On successful/unsuccessful bill payment you will receive an e-mail notification.

What are the payment terms on Simba BillPay?

Payments on Simba BillPay are made through redemption of Simba Points that can be accumulated through accruals or purchase.
Please ensure that the payment is made at least 72 hours prior to the bill payment due date. Simba BillPay will not be responsible for any late payment charges if payments are made in less than 72 hours of the bill payment due date. Also, for certain billers, the payment processing time could vary from 24 – 48 hours.

Are my transactions safe?

The security and confidentiality of your personal and financial information is of utmost importance to us and so we give you best-in-class security standards with the Simba BillPay service. To prevent unauthorized access and to ensure the appropriate use of information, appropriate procedures have been implemented to safeguard all personal information, to ensure your transactions at Simba BillPay are safe.

What happens if I have a dispute with the biller or a specific charge on a bill?

If you have an issue with a biller or a specific charge on a bill, you will need to contact your biller directly.

What if I need help using the Simba BillPay service?

Please contact the Bank’s Call Centre on +254 711 087000 or +254 732 187000 or write in to us at contactcentre@kcb.co.ke