In a joint statement on Monday, November 11, 2024, Cabinet Secretaries John Mbadi (Treasury), David Chirchir (Roads and Transport), Rebecca Miano (Tourism) and Principal Secretary for State Department for Internal Security and National Administration Raymond Omollo announced that the new plan is designed to deliver seamless, efficient, and respectful service to travellers arriving and departing from the country through the facility.
“The reforms reflect the government’s commitment to improve the facility to world-class standards, creating an enhanced, welcoming environment aligned with the highest benchmarks of international airport management,” the statement read in part.
“Acknowledging travellers’ feedback regarding customs interactions upon entry, the Government is actively reviewing operational protocols at JKIA to streamline entry procedures. 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.”
According to the government, the initiative will provide travellers with clear, reliable information on customs duties and taxes, promoting fairness between the passengers and government officials.
The government says the plan will entail advanced technological solutions to streamline customs and immigration processes and automation and digitalization to reduce paperwork and expedite processing, enabling smoother travel experiences for both domestic and international passengers.
“Further, the government will enhance security and comfort, smooth access to restricted airport areas, including VIP lounges. The areas will now 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 announced.
In a new measure, the government says all JKIA officials will continuously undergo customer service training to ensure they embody the highest levels of professionalism and courtesy.
“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, Kenya is poised to further enhance visitors’ experiences of the “Magical Kenya” brand,” the statement added.
“Through these reforms, we reaffirm our commitment to service excellence, welcoming travellers with efficiency and professionalism, while safeguarding the integrity of our borders.”
The announcement follows several complaints of visitors being mishandled by staff at JKIA.
