'Not our staff': KAA speaks after passenger alleges harassment while retrieving phone at JKIA

The Kenya Airports Authority (KAA) has broken its silence after a video emerged on social media showing a passenger alleging that she was harassed while trying to retrieve a mobile phone she had left on a plane at the Jomo Kenyatta International Airport (JKIA).

In the viral video, the woman accuses a KAA security officer of demanding a bribe before handing over her phone. She claims she spent about two hours pleading for the device before eventually retrieving it with the help of taxi drivers.

KAA now, however, says the interaction captured in the video involved airline personnel and not its staff.

“We wish to clarify that the interaction captured in the video involved airline personnel and not KAA staff,” the authority said in a statement issued on Tuesday.

The State agency said it sympathised with the passenger, acknowledging the frustration and inconvenience that can arise when travellers misplace personal belongings.

“KAA recognises that passengers experience the airport as one journey and, together with our aviation partners, we remain committed to ensuring that such interactions are handled professionally and with due consideration to the customer experience,” read the statement.

The authority clarified that passengers seeking to collect items left onboard aircraft may be required to present identification and complete relevant documentation before the property is released.

“For security and accountability, passengers collecting items left onboard aircraft may be required to provide identification and complete the relevant documentation before an item can be released,” KAA said.

“These procedures are intended to ensure that recovered property is handed over to its rightful owner.”

The authority said it has since engaged the airline involved and is working with other aviation stakeholders to strengthen passenger awareness on procedures for recovering belongings left onboard aircraft or within the airport.

KAA also urged passengers to cooperate with verification procedures and seek assistance from airline or airport customer service teams when they require clarification.