The government has announced several reforms to enhance the passenger experience at Jomo Kenyatta International Airport (JKIA).
In a joint statement by Treasury CS John Mbadi, Roads and Transport CS David Chirchir, Tourism CS Rebecca Miano, and Principal Secretary Raymond Omollo, the government outlined a “whole-of-government” approach to modernizing services and aligning JKIA with global standards.
The reforms aim to create a smoother travel experience by addressing issues such as long wait times and bottlenecks at entry points. The authorities are streamlining customs and immigration processes to simplify arrivals and enhance Kenya’s image as a welcoming, efficient travel hub.
This is in line with the long-term goal of goal of simplifying arrivals which in turn elevates Kenya’s reputation as having a user-friendly international airport.
“The reforms reflect the government’s commitment to improve the facility to world-class standards, creating a welcoming environment aligned with the highest benchmarks of international airport management,” the statement read.
The government also intends to apply advanced technology to modernise customs and immigration. By automating processes, the government hopes to reduce paperwork and speed up entry and departure times.
As far as customer care is concerned, officials at all airport touchpoints are set to receive rigorous customer service training to keep up high levels of professionalism from staff.
The latest reforms from the government come amid a string of complaints from regular users of JKIA, who have highlighted several key concerns, including slow processing, delays, and long queues which at times cost them crucial flights.