Dear Esteemed Customer,
Greetings!
In light of the ongoing COVID-19 Pandemic, the Palbina Team would like to assure you that we are doing everything realistically possible to maintain the safety of our dear clients and employees.
Following the Government`s directives on social distancing, and the subsequent temporary freeze of outbound/inbound international flights at our hub, Nairobi (JKIA) and in line with the World Health Organization best practice in safeguarding our stakeholders against the spread of the virus, we have implemented the following steps to ensure you get efficient service delivery during this difficult time:
Our availability.
- With extensive technological infrastructure, our key personnel shall work from home therefore you are guaranteed of our availability.
- Our emergency line +254719125577 shall be open 24/7; we however encourage correspondence via emails or contact your account managers on their direct lines.
- Necessary processes have been put in place to ensure you are responded to on time. In case of any delays, kindly reach out on palbina@palbinatravel.com
- Our main office shall be open on need basis as we assess the situation in line with the Government directives
Payment options.
- We encourage you to use our cashless payment system thus through our secure online credit card payment platform, MPESA or wire transfers
- We kindly request for your permission to allow us deliver financial documents (invoices, statements) in soft as we observe social distancing
Refunds/Open tickets:
- Any unused/exchanged ticket is due for payment as per credit terms in place.
- Some airlines are holding on refunds therefore we may not be able to process the refunds and issue credit notes for now
Thank you for your continued support and stay safe!
The Palbina Team
