State unveils major reforms to enhance passenger experience at JKIA
Customer service is also set to improve, with all airport personnel undergoing enhanced training to ensure travellers experience the highest levels of professionalism and courtesy.
The government has announced major plans to enhance passenger experience at Jomo Kenyatta International Airport (JKIA), in a bid to establish the facility as a world-class international gateway.
Through a coordinated, multi-agency approach, the government aims to ensure a seamless, efficient, and welcoming environment for travellers arriving in and departing from Kenya.
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In a joint statement released on Monday, the State outlined the reforms, which address key issues raised by passengers, including customs procedures, wait times, and customer service quality.
"Our goal is to reduce waiting times and improve the traveller experience, ensuring that JKIA reflects Kenya's reputation as a warm and welcoming destination," reads the statement in part.
The statement was signed by Cabinet Secretaries John Mbadi ( Treasury), Davis Chirchir ( Transport), Rebecca Miano (Tourism) and Principal Secretary for Interior Raymond Omollo.
The passengers have raised concerns, especially about long queues that have sometimes caused them to miss flights, particularly at Terminal 1A.
Some passengers have also reported that airport staff have asked for bribes to help them skip these queues.
One of the primary areas of focus at JKIA will be the modernisation of customs and immigration processes.
The government also plans to adopt advanced technology to automate and digitise these services, minimising paperwork and expediting entry and exit procedures for passengers.
"This initiative reaffirms our commitment to efficiency and professionalism at JKIA while upholding robust border controls," noted the CSs.
In addition to streamlining entry protocols, the government will implement stricter measures to manage secure areas within the airport, including VIP lounges.
Only authorised personnel will have access to restricted zones, a move aimed at upholding JKIA's security and integrity.
Customer service is also set to improve, with all airport personnel undergoing enhanced training to ensure travellers experience the highest levels of professionalism and courtesy.
This emphasis on service excellence aligns with the government's broader vision of positioning Kenya as a premier regional aviation hub and a top tourist destination.
"Through these reforms, we are committed to providing a world-class experience that strengthens Kenya's position as a leading gateway to Africa," reads the statement further.
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