JKIA set for major overhaul as government unveils service charter
The new Service Charter outlines several measures aimed at addressing longstanding service delivery inefficiencies at JKIA, particularly those affecting passenger clearance and overall experience.
The government has committed to improving the overall customer experience at Jomo Kenyatta International Airport (JKIA), which has experienced multiple disruptions in recent times, making it an eyesore to both local and international travellers.
In a ceremony graced by Interior CS Kipchumba Murkomen, Transport CS Davis Chirchir, and Tourism CS Rebecca Miano on Monday, the state, alongside other government agencies, signed a Service Charter to address the key issues that would have otherwise been handled through the now defunct Adani Group Public-Private Partnership (PPP).
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"The government is dedicated to enhancing JKIA's operational standards through inter-agency collaboration and customer-focused reforms," Chirchir said.
The new Service Charter outlines several measures aimed at addressing longstanding service delivery inefficiencies at JKIA, particularly those affecting passenger clearance and overall experience.
To ensure its effective implementation, the government has approved the formation of three committees that will oversee operations at all airports managed by the Kenya Airports Authority (KAA).
These committees will be tasked with governance, operational oversight, and regular performance evaluation.
"The government put together a multi-agency team comprising key stakeholders and service providers to develop a service delivery charter that binds the airport to the quality standards a customer should expect while travelling through JKIA. The charter will be cascaded to other airports in the country," Murkomen said.
The Jomo Kenyatta International Airport (JKIA) is a major transit hub and gateway to the East and Central African region as well as a leading cargo airport in Africa. It's a key driver of our country's trade, investment, tourism and connectivity. To keep pace with aviation… pic.twitter.com/zY2GcbQ7dk
— KIPCHUMBA MURKOMEN, E.G.H (@kipmurkomen) March 17, 2025
According to Murkomen, some of the changes proposed by the charter have already been implemented and are already yielding positive results.
"The highlight of the new charter is a seamless coordination structure bringing all the agencies together under the leadership of the KAA. Some of the performance standards in the charter have already been implemented, and customers are reporting a better experience," he added.
On her part, CS Miano echoed the sentiment, emphasising the positive impact the Service Charter would have on the tourism industry.
"We've witnessed tremendous improvement in customer focus and experiences since the last visit on January 31, 2025. This charter will guarantee more of the same through a Whole of Government Approach," she said.
Beyond policy implementation, the government has also committed to incorporating advanced technology to enhance security screening and baggage handling at JKIA.
The introduction of automated bag scanning systems will ensure a more humane and efficient security check process.
Additionally, measures such as increased customer feedback mechanisms will be deployed to ensure that passenger concerns are addressed promptly.
"Random checks will be conducted at clearance desks to ensure adherence to service time targets, particularly during peak hours. Furthermore, we will leverage modern technology to optimise passenger flow and reduce delays," added CS Chirichir.
With the adoption of these reforms, the government is confident that JKIA will regain its status as a leading aviation hub in Africa.
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