New government-led improvements aim to enhance passenger experience, reduce delays, and ensure a world-class gateway at JKIA.
The government has launched new reforms to improve Jomo Kenyatta International Airport (JKIA) in response to rising passenger complaints. Key officials, including Treasury Cabinet Secretary John Mbadi, Transport Cabinet Secretary David Chirchir, Tourism Cabinet Secretary Rebecca Miano, and Principal Secretary for Internal Security Raymond Omollo, announced a whole-of-government approach to ensure seamless travel through Kenya’s largest airport.
Under these reforms, travelers at JKIA can expect streamlined procedures to ease entry and departure processes. The government’s goal is to reduce waiting times, eliminate unnecessary delays, and strengthen Kenya’s image as a welcoming destination. Officials aim to provide travelers with transparent information on customs procedures, promoting a fair and smooth experience between passengers and government officials.
The government’s approach prioritizes improved service for both domestic and international passengers.
Advanced Technology to Improve Customs and Immigration at JKIA
A core focus of these reforms is the integration of advanced technology to modernize customs and immigration services at JKIA. Through automation, officials plan to reduce the need for paperwork and enable faster processing for incoming and outgoing passengers. These digital advancements will help cut down wait times and deliver smoother travel experiences for all passengers.
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To maintain high security while enhancing convenience, restricted airport areas, including VIP lounges, will operate under stringent access guidelines. Only authorized personnel will access these zones, ensuring security and an uninterrupted flow within these critical areas.
Boosting Customer Service and Addressing Passenger Concerns
The government has also pledged to raise customer service standards across all service points at JKIA. Officials will receive regular customer service training to ensure they reflect the professionalism and courtesy expected at an international airport. These improvements aim to strengthen Kenya’s reputation as a tourist-friendly destination, aligning with the country’s “Magical Kenya” tourism brand.
Responding to passengers’ recent feedback, officials have acknowledged concerns about customs interactions and long queues, especially at Terminal 1A. In recent months, complaints have centered on extensive wait times and slow processing, leading to missed flights and frustrations.
Improving Transparency and Curbing Misconduct at JKIA
The government reforms also address transparency concerns regarding customs charges at JKIA. For instance, Dina Sherif, an Egyptian entrepreneur, faced inconsistent charges while bringing books, T-shirts, and caps into Kenya from the U.S. Sherif reported that she was quoted varying customs fees without clear explanations from officials.
“I was first asked to pay 1200 USD. Then it went down to 950. Then to 800. All the while nobody would explain to me how they were reaching these calculations.” Sherif said in a LinkedIn post. “Over and above, they were disrespectful. They treated myself and my colleague with disrespect. They called us idiots. They yelled at us. They confiscated my colleague’s passport and would not give it back until we agreed to pay,” she added.
Such instances have left customers crying for better transparency, with the reforms set to provide clear, fair customs charges to all travelers.
Allegations of misconduct, such as bribery and extortion, have surfaced from passengers in JKIA’s international terminals. The government has committed to taking strict measures against such behavior, ensuring that staff maintain the integrity required at an international facility.
