KWS apologises over long queues at Nairobi Park after viral video exposes chaotic entry system
KWS also reminded the public of alternative entry points to ease congestion, pointing to the East Gate off Mombasa Road and Mbagathi Gate on Magadi Road, opposite Multimedia University.
The Kenya Wildlife Service (KWS) has apologised to tourists following long queues at the Nairobi National Park’s main gate, after a video shared by an international journalist exposed what he described as a chaotic entry system.
The video showed tourists stranded for hours as they waited to access the park.
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According to the journalist, some visitors were forced to wait in line while others were allegedly allowed to skip the queue by park staff.
“This is the shambolic system that continues to exist at the Nairobi National Park gate months after the new queueing system was introduced. People are still forced to wait in long queues, the management system is chaotic, people who are favoured by KWS staff are allowed to jump the queue, there is no rhyme or reason for it,” the journalist revealed.
He further criticised the system, warning that it risks hurting tourism, one of Kenya’s key economic pillars.
“This is such a shame; tourists have been waiting for over an hour. Government officials cannot get this sorted out and give people a better first impression of this country,” he said.
In response, KWS on Saturday acknowledged the incident and expressed regret, assuring visitors that steps were being taken to prevent similar experiences in the future.
“We sincerely apologise for the long queues experienced this morning at the Nairobi National Park main gate. Your time and experience mean everything to us, and we’re working to make every visit as smooth as possible,” KWS said in a statement.
The agency encouraged visitors to prepay for park entry through the eCitizen platform to gain access via an express lane and avoid delays.
“To help you begin your adventure with ease, we encourage you to prepay your park entry via eCitizen for faster, Express Park Access,” KWS said.
KWS also reminded the public of alternative entry points to ease congestion, pointing to the East Gate off Mombasa Road and Mbagathi Gate on Magadi Road, opposite Multimedia University.
“By planning and exploring all available options, you help us protect your time, your experience, and your park,” the agency noted.
The queuing system at Nairobi National Park was introduced on February 5, 2025, alongside an upgrade of the eCitizen Payment System.
The changes were part of efforts to enhance revenue collection and improve visitor flow at park entry points.
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