By John Kariuki
In a decisive move to bolster Kenya's tourism sector, Tourism Cabinet Secretary Rebecca Miano led a pivotal event at Jomo Kenyatta International Airport (JKIA), where a comprehensive Service Charter was signed to enhance passenger experiences. Joined by Transport CS Onesimus Kipchumba Murkomen and Energy CS Davis Chirchir, the ceremony underscored the government's commitment to elevating service delivery at the nation's primary gateway.
The Service Charter brings together critical stakeholders, including the Kenya Airports Authority (KAA), Kenya Civil Aviation Authority (KCAA), Immigration Department, Kenya Tourism Board, Kenya Airport Police Unit (KAPU), and the Kenya Revenue Authority (KRA). This collaborative effort aims to ensure seamless facilitation for travelers and significantly improve customer experience through a Whole-of-Government Approach.
One of the immediate priorities outlined in the charter is to bolster immigration processing capacity at JKIA. Within 90 days, the number of immigration booths and staff will be doubled to expedite passenger clearance and reduce overcrowding. Additionally, e-gates will be installed to facilitate faster and more efficient immigration processing.
To enhance transparency, all customs officers at the airport will be equipped with body-worn cameras starting July 1, 2025. Furthermore, staff across various agencies, including KAA, KRA, Immigration, Port Health, and the National Police Service, are required to wear uniforms and name tags within two weeks. Comprehensive customer service training will also be provided to all staff operating at the airport.
The charter outlines the implementation of advanced passenger information systems to improve risk case profiling. To uphold traveler dignity and privacy, only bags flagged by security scanners will be opened in a dedicated screening room, enhancing security while ensuring a respectful and seamless travel experience.
Reflecting on the progress since the last assessment on January 31, 2025, CS Miano highlighted remarkable improvements in customer focus and service delivery at JKIA. These enhancements are pivotal as Kenya aims to boost tourist arrivals and solidify its position as a premier travel destination.
The signing of the Service Charter marks a significant milestone in Kenya's commitment to elevating its aviation and tourism sectors, ensuring that both domestic and international travelers enjoy a world-class experience at JKIA.
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