The Kenyan Government announced in November 2024, transformative reforms aimed at improving the passenger experience at Jomo Kenyatta International Airport (JKIA). The initiative, which adopts a whole-of-government approach, seeks to deliver seamless, efficient, and respectful services for travellers arriving and departing through the facility.
These reforms demonstrate the Government’s dedication to elevating JKIA to world-class standards, aligning with the highest benchmarks in international airport management to create a welcoming and enhanced environment.
In response to feedback from travellers about customs procedures upon entry, the Government is revising operational protocols at JKIA. The goal is to reduce waiting times, minimise inconveniences, and enhance Kenya’s reputation as a hospitable destination while ensuring robust border controls.
As part of the initiative, travellers will benefit from clear and reliable information about customs duties and taxes, fostering transparency and fairness between passengers and officials.
To align with global best practices, the Government is prioritising the use of advanced technological solutions to streamline customs and immigration processes. The introduction of automation and digitalisation will minimise paperwork and expedite passenger processing, creating a smoother travel experience for both domestic and international travellers.
Additionally, efforts will focus on enhancing security and passenger comfort, including improved access to restricted areas such as VIP lounges. These areas will now be managed under stricter adherence to airport policies, with only authorised personnel granted access to secure zones to uphold JKIA’s integrity.
A key element of the reforms is improving customer service across all touchpoints at JKIA. Airport officials will undergo continuous training in customer service to uphold professionalism and courtesy, reinforcing Kenya’s image as a warm and welcoming destination.
These changes underline the Government’s ambition to position JKIA as a world-class gateway to Kenya and a leading aviation hub in the region. By enhancing the travel experience, Kenya aims to strengthen its appeal as a premier tourism destination, further promoting the “Magical Kenya” brand.
Through these reforms, the Government reaffirms its commitment to service excellence, ensuring that travellers are greeted with efficiency and professionalism while maintaining the integrity of its borders.
