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Help Center 24X7 Support

Bringing convenience to our Customers fingertips
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Buying a ticket
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Information about my trip
enquiries
Enquiries/Alerts
Qn: How do I book a ticket?

Afrikonekta makes it easier to plan and book your bus ticket via our App or website.

Download our App here:

Qn: How do I buy an online ticket online?

Here is our Step-by-step Guide to Booking Online Bus Tickets:

  • 1. Search for departure and arrival points under the “Travel from” and “Travel to” tabs, enter the date of the journey, and click the “Search” button.
  • 2. Select the most suitable bus from the list of buses available.
  • 3. Select your seat, enter your details, and proceed to pay for your online bus ticket.
  • 4. Your ticket (s) details will be sent to your email, phone (SMS) or you can download your ticket to your phone.
On the bus

If there are free seats, you can buy a ticket from the bus driver or conductor. Please note that discounted tickets, special offers, and group discounts are only available online through the app or website.

Afrikonekta ticket sales point

You can also purchase a ticket at our partner sales points next to you. The following are partner sales points.

Qn: I have lost my ticket. What should I do now?

A copy of the ticket is sent to you by e-mail/sms when you booked your ride. Please produce it at the time of boarding. If you have not received the ticket email or sms, please download your ticket from our App or Website by providing the PNR (from booking confirmation) and your phone number. Alternatively call our command center and our customer delight executives will re-send you a copy by email/sms.

Qn: I didn’t receive my m-Ticket. Can you re-send it?

Contact us over whatsapp/email and our customer executives will assist you.

Qn: I entered the wrong mobile number while booking. Can I get my m-Ticket or e-Ticket on a different number or email?

Sure you can. Please contact our command center and share your booking PNR with our executive. They will send you the on your desired number.

Qn: How can I identify my bus?

AfriKonekta is a technology company, we do not own or operate any buses of our own. We partner with different bus companies that meet our stringent standards for safety and quality hence our buses will have different appearances. Please look for the AfriKonekta logo or signage on the bus exterior or dashboard.

Qn: What amenities services are available on AfriKonekta buses?

AfriKonekta partners with operators who provides modern charter-style buses that have free WiFi, restrooms, reclining seats, charging ports, bus tracking, CCTV security cameras and onboard entertainment.

*Please note that WiFi reliability is subject to cell phone tower signals along the route, so please bear with us if there are dead zones.

Qn: Do I need to buy a separate ticket for my child?

Every child must be accompanied by a parent or guardian. Children under 3 years can ride for free as long as the child is sitting on the adult’s lap. If the child requires a seat, then a separate ticket must be purchased.

Qn: How can I contact customer service?

We have very good options to reach our customer excellence team. You can reach us on WhatsApp, Messenger, via phone or email. Please check our contact options here:

luggage
Luggage
safety
Safety
payments_and_refunds
Payments & refunds
lost_and_found
Lost and found
Qn: How much luggage can I take on the bus?

Our luggage allowances are as follows per each traveller 1 X Large suitcase: 70.5cm x 45.5 cm x 26 cm plus 1 X handbag (42x30x18 cm). (Maximum Weight 25 Kgs)

OR
2 X Medium: 60.5 cm x40 cm x 23.5 cm (Maximum Weight 25 Kgs)
OR
3 X Small suitcases 49cm x 34.5 cm x 23.5 cm (Maximum Weight 25 Kgs)

Any additional luggage is charged.

Luggage space is limited: purchase your additional luggage at the time of booking. (NB: Different operators on our platform might have different luggage policies, please double check in advance.) For safety reasons when travelling with luggage make sure to attach a tag with your name, telephone number and home address.

Qn: What safety measures is Afrikonekta and partner operators taking to prevent the spreading of covid-19?

We ensure the following safety procedures are in place to ensure your safety.

  • AfriKoneka encourages and promotes contact-less boarding. You can use your mobile ticket (email or sms) when boarding our buses. Please download our application here iOS or Android.
  • Wearing of face masks required onboard. Please follow any directions from the bus driver or conductor during your trip.
  • We provide hand sanitizers in restrooms and at the bus entrance points as well as pick up points.
  • Our buses are disinfected and cleaned regularly
  • We strongly participate and assist ithe authorities in contact tracing to notify passengers if someone on the same bus tests positive.
Qn: What can I do in case of an emergency?

If you want to report a concern that is important for the safety and well-being of our passengers, you can always talk to our drivers and staff. For serious concerns we advise you to contact local emergency services: 112 ( Ambulance/Medical Emergency/Fire/Police). You can also contact our Command center via chat or phone.

Emergency and AfriKonekta contacts: [email protected], [email protected] or [email protected]

Qn: How can I pay when booking?

Afrikonekta provides a wide range of payment options in the regions we operate. You can pay with Mpesa, Tigo etc. PayPal, Visa/Mastercard

Our tickets vendors and partners accept all forms of payment.

Fees: Please note that some payment methods involve fees added by third-party providers.

Refunds are processed to the initial payment method/ as AfriKonekta wallet credit.

Qn: What should I do if I lost my luggage?

Oh, that’s very unfortunate! Please contact our customer service through various options available here and provide the details of your case or find out about all the lost and found parcels at our storage facilities.

Please note that per our terms and conditions of use, AfriKonekta and partner operators are not responsible for items lost on our buses.

complaints
Complaints or Complements
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Change or cancel my booking
travel_delays
Travel delays and Problems
Qn: How can I provide feedback or reviews?

We appreciate if you can share your positive or negative feedback with us at: : [email protected], [email protected] or [email protected]. Our customer service team will review your feedback and respond to you within 48 hours. You can also submit reviews through our platforms.

Qn: How can I manage my trip?

Registered users can manage their trips through the Manage my trip by Signing In here. If you are not registered, you can register now! Sign Up . Alternatively, you can manage your trip as a guest through the Manage My Booking page

Qn: How can I cancel my ticket?

We'd hate to see you cancel your bus ride. Should you consider cancelling your tickets for any reasons please use the *cancel ticket* option when you’re logged into your account on our website or app. Alternatively you can contact our customer service. Please check our Cancelation policy before proceeding with your cancelation. After you successfully cancel your ticket, you can either get a refund to the original payment option or the funds will be transferred as stored credit to AfriKonekta Wallet. The credit will reflect in your Wallet immediately and you can use this to book another ticket in the future.

For any further assistance please reach out to our customer service team 24/7 here.
Qn: How do I track my bus?

The best way to stay up to date with your ride is by downloading the AfriKonekta bus booking app which allows you to track your bus in real-time. You can also track your bus on our website by visiting the Bus Tracker page

Please report any problems through our contact us channels.

Parcel Help & FAQs

Delivery Options
Delivery Options
Parcel Payment Options
Parcel Payment Options
Parcel Subscriptions
Parcel Subscriptions
Qn: What are the available delivery options and shipping rates?
  • Same Day (Within same working day - 24hrs)
  • Next Day (The next morning after shipping - Before 11 am)
  • Standard (1-2 working days)
Qn: What payment options does AfriKonekta support?
  • Subscription
  • Mobile Payment
  • Cash on Delivery (COD)
Qn: What are the benefits of subscribing to a monthly plan?
  • 1. With our monthly plan, you'll enjoy discounted rates for each delivery, making it a more budget-friendly option.
  • 2. You'll have the flexibility to schedule and manage your shipments in advance, allowing you to streamline your shipping process and save time.
  • 3. As a subscriber, your shipments will be prioritized, ensuring they are processed and delivered promptly.
Qn: How do I subscribe to a monthly plan?
  • 1. Visit Our Website: Start by visiting our official website and navigating to the "Subscription Plans" section.
  • 2. Choose Your Plan: Browse the available monthly plans and select the one that best suits your shipping needs. Each plan offers different benefits and features, so choose the one that aligns with your preferences.
  • 3. Provide Your Details: Fill out the required information, including your contact details and shipping address. Make sure all the information is accurate to ensure smooth deliveries.
  • Select Preferences: Customize your subscription by choosing preferences such as delivery frequency, package size, and additional services you may require.
  • Payment: Proceed to the payment section to complete your subscription. We offer secure online payment options for your convenience.
  • Confirmation: After payment, you'll receive a confirmation email with all the details of your subscribed plan. This email will include important information such as your plan details, billing cycle, and access to your customer portal.
  • Start Shipping: Once subscribed, you can schedule your shipments immediately. Log in to your customer portal to manage your shipments, track deliveries, and enjoy the benefits of your monthly plan.
Qn: Can I change my subscription plan?

Yes! You can change your subscription plan.

Qn: What happens if I exceed my monthly subscription limit?

Extra charges may apply.

Qn: Are there any hidden fees with the monthly subscription?

No! You are only required to pay the stated fee.

Where We Ship
Where We Ship/Pickup/Drop off points
Parcel discounts and promotions
Parcel discounts and promotions
Track Your Parcel
Track Your Parcel
Changing Delivery Details
Changing Delivery Details
Qn: What are the supported destinations?

AfriKonekta parcel to 300+ destinations.

Qn: Does AfriKonekta give discounts and promotions?

YES. Occasionally, AfriKonekta gives discounts. You can ship your parcel from as little as 1$. T&Cs Apply.

Qn: How can I track my parcel?
  • You can do this either through the website or mobile app Parcel Tracking.
  • Enter your tracking number to get real-time information on the status of your parcel.
  • AfriKonekta also sends you e-mail notifications during the entire parcel journey.
  • AfriKonekta also sends you SMS notifications throughout the customer journey. Below are the listed recipients:
    1. The parcel sender will receive the first SMS upon successfully placing a shipment order.
    2. The parcel receiver will also receive an SMS when the shipment order is confirmed as successful.
    3. The receiver will receive an SMS when the parcel is ready for pick up.
Qn: Am I able to change the delivery details of my parcel?

AfriKonekta does allow some flexibility when the sender needs to change the receiver who is to pick up the shipment. Please note that this will only apply when the shipment destination does not change. Please contact support to get more information.

Restricted & Prohibited Items
Restricted & Prohibited Items
Lost or Damaged Parcels
Lost or Damaged Parcels
Parcel Help Information
Parcel Help Information
Qn: What are some of the Restricted or Prohibited Items that cannot be sent as parcels?
  • Hazardous materials, Illegal substances, prohibited items
  • Please check guidelines for local laws, regulations, and more specific details on restricted items.
Lost or Damaged Parcels during Transit:
  • In this unfortunate event, immediately contact support quoting your tracking number and necessary details to allow for investigations and resolution.
  • The customer shall be required to share an image of the tampered package immediately while still at the pick-up point during collection.
Qn: Am I able to change the delivery details of my parcel?

AfriKonekta does allow some flexibility when the sender needs to change the receiver who is to pick up the shipment. Please note that this will only apply when the shipment destination does not change. Please contact support to get more information.

No Status Update
No Status Update
Parcel Cancellation
Parcel Cancellation
Parcel Content Discrepancies
Parcel Content Discrepancies
Qn: What are some of the Restricted or Prohibited Items that cannot be sent as parcels?
  • Hazardous materials, Illegal substances, prohibited items
  • Please check guidelines for local laws, regulations, and more specific details on restricted items.
Lost or Damaged Parcels during Transit:
  • In this unfortunate event, immediately contact support quoting your tracking number and necessary details to allow for investigations and resolution.
  • The customer shall be required to share an image of the tampered package immediately while still at the pick-up point during collection.
I have issues with how my parcel was handled/the contents of my parcel are missing/swapped.

Please contact us through any of our contact channels parcel help information. T&Cs apply.

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