State strategy to enhance passenger experience at JKIA

The government has adopted a whole-of-government approach to enhance passenger experience at the Jomo Kenyatta International Airport.

The new strategy will be implemented by the ministries of National Treasury, Roads and Transport, Tourism and Wildlife and Interior.

In a joint statement on Monday, Interior PS Raymond Omollo and the Cabinet secretaries in charge of the ministries said a plan designed to deliver seamless, efficient and respectful services to arriving and departing passengers at the airport has been rolled out.

“The goal is to reduce waiting time, minimise any potential inconveniences and strengthen Kenya's reputation as a welcoming destination, while maintaining effective border controls,” the statement read in part.

It was signed by PS Omollo, CSs John Mbadi (Treasury); Rebecca Miano (Tourism) and Davis Chirchir of Roads and Transport.

They said the move is part of reforms to upgrade the JKIA to world-class standards by creating a welcoming environment aligned with the highest benchmarks of international airport management.

The review of operational protocols at the airport to streamline entry procedures followed travelers' feedback regarding customs interactions upon entry, they said.

Last week, an Egyptian passenger claimed she was frustrated at the customs office and asked to pay $800 in taxes for items she had flown in with.

“For 15 books, 20 t-shirts and some MIT caps, 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,” Dinah Sherif said in a statement on her Linkdin account.

“Also, it is worth noting that these items did not even have prices tags on them, so they were assigning whatever value they wanted to these items. Over and above, they were disrespectful. They treated me and my colleague with disrespect,” she added.

She said even after they agreed to pay the amount demanded, there was an apparent system failure which took customs officials an hour to generate a receipt.

“Then when I came to pay by credit card, their system was down. After seven attempts to pay, they finally agreed to give us the passport, but kept our stuff! This whole experience ate up 5 hours of my life after a 22 hour journey. I expected better.”

In response, the Kenya Revenue Authority (KRA) said it “recognises the recent delay in service delivery at JKIA and the concerns surrounding the situation”.

“We sincerely apologise to all who were affected by the inconvenience and appreciate the feedback that helps us enhance our processes. We are committed to learning from these experiences to better serve all passengers coming into our great beloved country of Kenya,” the taxman said.

“Senior teams are looking into this matter to get an amicable solution.”

On Monday, the government issued an update.

In their joint statements, the four ministries said in acknowledgement of travelers' feedback regarding customs interactions upon entry, the government was actively reviewing operational protocols at the JKIA to streamline entry procedures.

“This initiative will provide travelers with clear, reliable information on customs duties and taxes, promoting fairness between the passengers and government officials,” they said.

In order for Kenya to be a par with international best practices, they said the government will prioritise advanced technological solutions to streamline customs and immigration processes.

“Automation and digitalization will reduce paperwork and expedite processing, enabling smoother travel experiences for both domestic and international passengers.”

The new development comes as the government battles court cases filed to stop intended takeover of the JKIA by Indian firm Adani Airport holdings.

The matter, which was to come before a judge on Monday morning was pushed to November 27 and another petition filed by the Law Society of Kenya (LSK) moved to November 17.

The parties were informed that the presiding judge was away but the orders that were issued stopping the execution a Public-Private Partnership between the government and Adani remain in force.

Among the grounds fronted by the petitioners is that the deal was rushed and procedures overlooked in the intended 30-year lease of the JKIA to the Indian conglomerate for the upgrade of the airport and its facilities.

Meanwhile, the government said that part of the measures initiated to enhance passenger experience at the JKIA is improved security and comfort and smooth access to restricted airport areas, including VIP lounges.

The areas will now be managed in strict alignment with airport policies where only authorised personnel will operate within the secure zones to enhance customer service quality across all touch points and restricted areas.

“All officials will continuously undergo customer service training to ensure they embody the highest levels of professionalism and courtesy, reaffirming Kenya’s reputation as a hospitable destination,” the CSs said.

“Through these reforms, we reaffirm our commitment to service excellence, welcoming travelers with efficiency and professionalism, while safeguarding the integrity of our borders,” they assured.