The Kenyan government has announced a comprehensive reform initiative aimed at transforming passenger experience at Nairobi’s Jomo Kenyatta International Airport (JKIA).
The reforms, outlined in a statement released on Monday, November 11, introduce a “whole-of-government” approach to streamline processes and enhance service delivery for both domestic and international travelers.
The new strategy will be implemented by the ministries of National Treasury, Roads and Transport, Tourism and Wildlife and Interior.
“The goal is to reduce waiting time, minimise any potential inconveniences and strengthen Kenya’s reputation as a welcoming destination, while maintaining effective border controls,” the statement read in part.
It was signed by PS Omollo, CSs John Mbadi (Treasury); Rebecca Miano (Tourism) and Davis Chirchir of Roads and Transport.
As part of the overhaul, the government plans to introduce advanced technological solutions to automate and digitize customs and immigration processes, reducing paperwork and expediting processing times. The measures, according to the statement, “will prioritize advanced technological solutions to streamline customs and immigration processes, enhancing travel experiences.”
Security upgrades and access management at JKIA are also central to the reform plan. Restricted airport zones, including VIP lounges, will be secured with stricter access protocols, ensuring that only authorized personnel operate within these areas. The government noted that this measure is crucial for maintaining the integrity and security of JKIA’s restricted areas.
The reforms extend to customer service enhancements, with all airport officials expected to undergo continuous customer service training. The goal, according to the statement, is to ensure “professionalism and courtesy” at all touchpoints, reinforcing Kenya’s reputation as a hospitable travel destination.
The new development comes as the government battles court cases filed to stop intended takeover of the JKIA by Indian firm Adani Airport holdings.
The matter, which was to come before a judge on Monday morning was pushed to November 27 and another petition filed by the Law Society of Kenya (LSK) moved to November 17.
The parties were informed that the presiding judge was away but the orders that were issued stopping the execution a Public-Private Partnership between the government and Adani remain in force.
Among the grounds fronted by the petitioners is that the deal was rushed and procedures overlooked in the intended 30-year lease of the JKIA to the Indian conglomerate for the upgrade of the airport and its facilities.
