Gov't unveils reforms to improve JKIA passenger experience

In a joint statement issued by Treasury Cabinet Secretary John Mbadi, Roads and Transport Cabinet Secretary David Chirchir, Tourism, Wildlife, and Heritage Cabinet Secretary Rebecca Miano, and Principal Secretary for Internal Security and National Administration Raymond Omollo, the government emphasised its "whole-of-government" approach to modernise services, improve customer care, and align JKIA with world-class standards.

The reforms include the creation of a seamless and efficient travel experience, which addresses common issues such as long wait times and entry bottlenecks.

Authorities are adjusting operational protocols to speed up customs and immigration processes, with the goal of simplifying arrivals and reaffirming Kenya's reputation as a welcoming and efficient travel hub.

In the statement issued on Monday, November 11, the government also emphasised its plans to modernise customs and immigration using advanced technology, automating processes to reduce paperwork and speed up entry and departure for travellers.

According to cabinet members, a high level of security and comfort will be prioritised, as well as improved oversight of restricted areas such as VIP lounges, in order to improve JKIA's safety and integrity.

Another critical element that the government is seeking to improve is customer service.

According to the statement, officials at all airport touchpoints will receive ongoing customer service training to ensure high levels of professionalism and courtesy.

This, they say, aligns with the government’s broader vision of reinforcing Kenya's "Magical Kenya" brand and positioning JKIA as a gateway to memorable travel experiences.

These changes come in response to growing concerns from passengers, particularly complaints about long queues that have sometimes caused travelers to miss flights, particularly at Terminal 1A. 

Some have also raised allegations of bribery attempts, claiming airport staff have solicited payments to help bypass long lines. 

One such incident was reported by Diana Sherif, an entrepreneur who claims she was charged USD 800 for carrying books, T-shirts, and MIT caps into Kenya. 

Ms. Sherif alleged that she was delayed for five hours, during which officials were rude, withheld her passport, and held onto her luggage.