KWS adds express lanes for prepaid tickets at Nairobi Park after public outcry over long queues
KWS said that through the lanes, over 60 per cent of visitors to Nairobi National Park that morning had prepaid for their tickets, describing it as an encouraging step toward improving the park experience.
The Kenya Wildlife Service (KWS) has introduced two express lanes exclusively for prepaid ticket holders at Nairobi National Park in response to public uproar over lengthy queues at the park’s main gate.
In a statement on Sunday, KWS said that through the lanes, over 60 per cent of visitors to Nairobi National Park that morning had prepaid for their tickets, describing it as an encouraging step toward improving the park experience.
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“To further enhance convenience and reduce entry wait times, we have introduced two express lanes exclusively for prepaid ticket holders at Nairobi National Park,” the agency said.
The move follows a video shared by an international journalist that exposed what he described as a chaotic entry system on Saturday.
The video showed tourists stranded for hours while waiting to access the park. The journalist claimed that some visitors were forced to queue while others were allegedly allowed to skip the line 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 its response, KWS 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,” the agency said.
KWS encouraged visitors to continue pre-purchasing their tickets via the eCitizen platform to ensure smoother and faster entry.
“To help you begin your adventure with ease, we encourage you to prepay your park entry via eCitizen for faster, Express Park Access,” the agency said.
The agency 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,” KWS 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.
“We deeply appreciate your continued support and remain committed to providing a seamless, enjoyable, and memorable experience across all Kenya Wildlife Service parks,” KWS said.
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