Kenya Airports Authority (KAA) has clarified procedures for passengers seeking to recover personal belongings left onboard aircraft or within the airport.
In a statement dated September 15, 2026, KAA addressed a video circulating on social media involving a passenger seeking to recover a mobile phone reportedly left onboard an aircraft after arriving at Jomo Kenyatta International Airport (JKIA).
“We sympathize with the passenger and appreciate the frustration and inconvenience that can arise when personal belongings are misplaced during travel.”
The authority clarified that the interaction captured in the video involved airline personnel and not KAA staff.
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KAA, however, said passengers experience the airport as one journey and that it remains committed to working with airlines and other aviation partners to ensure such interactions are handled professionally.
Viral JKIA Video Sparks Lost Phone Dispute
From the viral video circulating on social media, a passenger is seen in a confrontation at Jomo Kenyatta International Airport (JKIA) while seeking to recover a misplaced mobile phone.
The passenger’s overlaid narrative claims a Kenya Airports Authority (KAA) officer declined to release the phone without the owner providing an original identification document and signing for it. The passenger alleges that the officer sought a bribe and acted rudely during the interaction.
According to the passenger’s account, the incident lasted about two hours before the phone was forcibly taken back with the assistance of Uber drivers.
KAA Explains Requirements for Recovering Lost Items
For security and accountability, KAA said passengers collecting items left onboard aircraft may be required to provide identification before an item can be released.
Passengers may also be required to complete relevant documentation as part of the recovery process.
“For security and accountability, passengers collecting items left onboard aircraft may be required to provide identification and complete the relevant documentation before an item can be released,” the statement read.
According to the authority, these procedures are intended to ensure that recovered property is handed over to its rightful owner.
KAA said it has engaged the airline concerned following the incident captured in the circulating video.
The authority said it is also working with relevant aviation stakeholders to strengthen passenger awareness of the procedures to follow when belongings are left onboard an aircraft or within the airport.
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Passengers Advised to Seek Assistance
KAA encouraged passengers whose belongings are left onboard aircraft or within the airport to cooperate with applicable verification procedures when seeking to recover them.
Passengers have also been advised to seek assistance from airline or airport customer service teams whenever clarification is required.
The Authority said cooperation with the established procedures is important in ensuring that recovered property is returned to its rightful owner.
It further stated that it remains committed to working with all airport stakeholders to provide a safe, secure, and customer-focused travel experience.
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