JKIA signs service charter to boost passenger experience

The charter brings together key government agencies and service providers operating at the airport. Cabinet Secretaries Davis Chirchir (Transport), Kipchumba Murkomen (Interior), John Mbadi (Treasury), and Rebecca Miano (Tourism) attended the event.

Transport Cabinet Secretary Davis Chirchir said the charter seeks to improve service coordination and set performance standards across agencies at the airport.

“This marks a step forward in our efforts to improve airport operations and offer passengers a better experience,” he said.

The charter introduces measures to speed up passenger processing, including more immigration booths and the use of electronic self-clearance gates.

It also outlines new security protocols such as advanced passenger screening systems and risk-based profiling. Agencies have committed to adopting a more customer-friendly approach, with all staff now required to wear uniforms and name tags for easier identification.

Infrastructure improvements are also underway, with plans to enhance signage, drainage systems, air-conditioning, and parking facilities. The charter establishes a governance structure led by KAA to oversee implementation, with regular reviews by operational and oversight committees.

The initiative follows a government directive for better coordination among agencies working at JKIA. The charter is also informed by customer feedback and global benchmarks from the Airport Service Quality (ASQ) survey.

The officials say the new framework aims to make JKIA more efficient and responsive to passenger needs, positioning the airport to compete with regional and international hubs.