This follows the roll-out of a plan designed to deliver seamless, efficient, and respectful service to travellers arriving and departing from the country through the facility.
The government has introduced reforms aimed at elevating the passenger experience at Jomo Kenyatta International Airport (JKIA) in response to growing concerns from passengers departing and arriving in the country and the capital city of Nairobi through Kenya’s largest airport.
According to a joint statement by Treasury Cabinet Secretary John Mbadi, Transport Cabinet Secretary David Chirchir, Tourism Cabinet Secretary Rebecca Miano, and Principal Secretary for Internal Security and National Administration Raymond Omollo as of Monday, November 11, the government has adopted a whole-of-government approach to transforming passenger experience at the airport.
This follows the roll-out of a plan designed to deliver seamless, efficient, and respectful service to travellers arriving and departing from the country through the facility.
“The reforms reflect the Government’s commitment to improving the facility to world-class standards, creating an enhanced, welcoming environment aligned with the highest benchmarks of international airport management,” the statement read in part.
CSs Davis Chirchir, John Mbadi and Soipan Tuya during President William Ruto’s broad-based cabinet meeting at State House on September 18, 2024. /PCS
Acknowledging travellers’ feedback regarding customs interactions upon entry, the Government is actively reviewing operational protocols at JKIA to streamline entry procedures.
The goal is to reduce waiting time, minimize any potential inconveniences, and strengthen Kenya’s reputation as a welcoming destination while maintaining effective border controls. This initiative, the government says, will provide travellers with clear, reliable information on customs duties and taxes, promoting fairness between the passengers and Government officials.
In line with global best practices, the Government will prioritize advanced technological solutions to streamline customs and immigration processes. This will be achieved through automation and digitalization that will reduce paperwork and expedite processing, enabling smoother travel experiences for both domestic and international passengers.
Further, the Government will enhance security and comfort, and smooth access to restricted airport areas, including VIP lounges. The areas will now be managed in strict alignment with airport policies and only authorized personnel will operate within the secure zones to uphold the integrity of JKIA’s restricted areas.
The Government has also committed to enhancing customer service quality across all touchpoints at JKIA. All officials will continuously undergo customer service training to ensure they embody the highest levels of professionalism and courtesy, reaffirming Kenya’s reputation as a hospitable destination.
“These measures highlight the government’s commitment to positioning JKIA as a world-class gateway to Kenya and a leading regional aviation hub. As a premier tourism destination, Kenya is poised to further enhance visitors’ experiences of the “Magical Kenya” brand,” added the statement.
“Through these reforms, we reaffirm our commitment to service excellence, welcoming travellers with efficiency and professionalism, while safeguarding the integrity of our borders.”
In the complaints, the passengers have decried long queues, especially at Terminal 1A, a terminal which has been flagged on numerous occasions in the past for subjecting passengers to delays which have been caused by slow processing and long queues which at times cost them crucial flights.
Staff integrity has also come under scrutiny, especially at terminals handling international flights, with some passengers raising allegations of bribery attempts, claims evidenced by airport staff soliciting payments from passengers to help skip the long lines.
Other passengers have cited extortion attempts, as was the case when Dina Sherif, a renowned Egyptian entrepreneur and investor based in the United States (US), was charged inconsistently by Kenya Revenue Authority (KRA) customs officials based at JKIA for bringing in books, T-shirts, and caps from the Massachusetts Institute of Technology (MIT) into Kenya.
She revealed that she was given different charges by the officials for items that she was bringing into the country. The officials had initially set the amount to $1,200 (approximately Ksh155,000) for the luggage, which went down to different amounts in an instant, without explanation.
“For 15 books, 20 t-shirts and some MIT caps, I was first asked to pay 1200 USD. Then it went down to 950. Then to 800. All the while nobody would explain to me how they were reaching these calculations,” she narrated on Friday, November 8.
A photo of Terminal 1A entrance at Jomo Kenyatta International Airport. /NAIROBI WIRE