KAA board Chairman Caleb Kositany/HANDOUT
The Kenya Airports Authority (KAA) has announced that all aviation sector players will have to comply with the service standards outlined in its Service Charter.
The directive, by KAA Board Chair Caleb Kositany, aims to enhance safety, efficiency, sustainability, and customer satisfaction across all airport operations.
Speaking during the Aviation Business Excellence Awards (ABEA) 2024, KAA said it is expanding and renovating key facilities across networks to enhance passenger handling capacity and improve customer experience.
“KAA remains committed to implementing an actionable roadmap that prioritizes efficiency, sustainability, and customer satisfaction," Kositany said.
"Our Service Charter serves as a guiding framework to ensure accountability and service excellence across all airport operations."
According to the chair, the charter outlines clear service standards, stakeholder expectations, and customer feedback mechanisms that enable continuous improvement.
The action plan further ensures that all departments align with these commitments, driving measurable improvements in infrastructure, customer experience, and sustainability initiatives.
KAA says it has already undertaken several key initiatives to modernize its operations, including, the strengthening security systems to align with international best practices, ensuring the safety of all passengers.
He was speaking during the fourth edition of the Aviation Business Excellence Awards that brought together over 350 industry stakeholders to celebrate outstanding achievements in the aviation and related sectors.
The event, organised by the Kenya Airports Authority (KAA), recognized key players in the industry for their excellence in service delivery, innovation, and sustainability.
Lufthansa Airlines emerged as the overall winner of the awards, with Hilton Garden Inn Hotel and Kenya Plant Health Inspectorate Service securing the first and second runner-up positions, respectively.
The awards programme, established in 2018, evaluates airport stakeholders based on key performance themes, including customer focus, leadership, marketing, sustainability, and workforce management.
In addition to Lufthansa Airlines, category winners included Hilton Garden Inn Hotel in the hospitality category, Swissport Kenya Ltd for ground handling and transit sheds, and KCB Bank Ltd in the retail outlets (banks and forex) category.
Kenya Airways was honoured in the cargo airline category, while Red Baron Aviation Training Institute won in the general aviation category.
