The Kenyan government has announced significant reforms to improve customer experience and streamline operations at Jomo Kenyatta International Airport (JKIA).
This overhaul comes after widespread criticism on social media regarding inefficiencies, long queues, and alleged harassment at the airport.
Controversial phone registration rule scrapped
In a notable reversal, the government has withdrawn a regulation requiring travellers to declare the international mobile equipment identity (IMEI) of their phones upon arrival. The regulation, set to take effect on 1 January, aimed to enhance tax compliance and safeguard the mobile device market.
The directive had faced backlash from stakeholders and travellers, who expressed concerns over increased bureaucracy and complexity for visitors entering Kenya. The move to exempt travellers from this requirement is part of a broader effort to create a seamless and welcoming arrival experience.
Focus on creating a world-class travel hub
A government spokesperson emphasised the commitment to aligning JKIA with international benchmarks, stating, “The reforms reflect the government’s commitment to world-class improvements and creating a welcoming environment aligned with the highest benchmark of international airport management.”
Rebecca Miano, Cabinet Secretary for the Ministry of Tourism and Wildlife, reiterated Kenya’s strategic role as a gateway to East Africa and the importance of ensuring ease of access for visitors.
“Kenya’s strategic location as East Africa’s gateway is key to its role as a regional hub. As such, we must ensure that visitors can access the country with ease,” Miano said, adding that the changes aim to enhance the experience for tourists visiting the country’s renowned attractions under the “Magical Kenya” brand.
Comprehensive reforms at JKIA
The government has unveiled a holistic plan to improve efficiency and customer satisfaction at JKIA, which includes:
- Technological advancements: Streamlining access to restricted areas, such as VIP lounges, while ensuring secure zones remain protected.
- Enhanced customer service: All airport officials will undergo comprehensive customer service training to deliver professionalism and courtesy across all touchpoints.
- Seamless processes: Improved systems to reduce waiting times and ensure smoother entry and exit for travellers.
The reforms are part of a larger initiative to solidify Kenya’s position as a premier regional hub and improve the overall travel experience for international visitors.
