The Government has adopted new strategies at Jomo Kenyatta International Airport (JKIA), to improve the passenger experience after uproar from Kenyans.
In a Monday, November 11, statement, Transport Cabinet Secretary Davis Chirchir detailed that the government’s approach is designed to deliver seamless, efficient, and respectful service to passengers.
According to the notice, the changes have been made following feedback regarding customs interactions upon entry.
“The Government has adopted a whole-of-government approach to transform the passenger experience at Jomo Kenyatta International Airport (JKIA).
“This follows the roll-out of a plan designed to deliver seamless, efficient, and respectful service to travellers arriving and departing from the country through the facility.”
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Other Changes at JKIA
Among the highlighted changes include the review and streamlining of entry protocols at JKIA to reduce waiting times and minimize inconveniences without compromising security.
Further, the CS has noted that the improvements are expected to make entry smoother and faster for both local and international passengers.
“The goal is to reduce waiting time, minimize any potential inconveniences, and strengthen Kenya’s reputation as a welcoming destination while maintaining effective border controls.
“This initiative will provide travellers with clear, reliable information on customs duties and taxes, promoting fairness between the passengers and the Government officials,” detailed the report.
Additionally, the government will prioritize 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.”
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Changes in VIP Lounges
At the same time, the transport CS has noted that JKIA security and comfort will be enhanced to ensure smooth access to restricted airport areas, including VIP lounges.
Consequently, the areas will be managed in strict alignment with airport policies.
“Only authorized personnel will operate within the secure zones to uphold the integrity of JKIA’s restricted areas.
‘The Government has also committed to enhancing customer service quality across all touchpoints at JKIA.”
All officials at the airport will also continuously undergo customer service training to ensure they embody the highest levels of professionalism and courtesy,
reaffirming Kenya’s reputation as a hospitable destination.
“These measures highlight the government’s commitment to positioning JKIA as a world-class gateway to Kenya and a leading regional aviation hub. As a premier tourism destination.”
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