From right Davis Chirchir CS for Transport and Roads, Rebecca Miano CS for Tourism and Kipchumba Murkomen CS for Interior and National Administration at JKIA during the launching of Tranformative Customer Experience on Friday 31, January 2025
The government has launched an ambitious JKIA Customer Experience Implementation Plan aimed at revolutionizing service delivery at Jomo Kenyatta International Airport (JKIA). This initiative, announced by three key Cabinet Secretaries, seeks to streamline operations, enhance security, and position Kenya as Africa’s premier aviation hub.
The high-profile event was led by Transport CS Davis Chirchir, who detailed a multi-phased approach to improving JKIA’s efficiency, infrastructure, and passenger experience. He was joined by Interior CS Kipchumba Murkomen and Tourism CS Rebecca Miano, who emphasized the airport’s role in boosting tourism and investment.
Among the swift changes, only flagged luggage will undergo manual checks in private screening rooms, ending unnecessary passenger inconveniences. Kenya Revenue Authority (KRA) customs officers will wear body cameras starting July 1 to enhance transparency.
To speed up clearance, immigration booths will double from 8 to 16 within 90 days, and electronic self-clearance e-gates will be introduced. In line with Kenya’s open-door policy, citizens from all African nations are now exempt from Electronic Travel Authorization (ETA) requirements, further facilitating travel and business.
Additionally the reforms to improve service delivery at JKIA, including raising duty-free shopping limits from Ksh 50,000 to Ksh 250,000, mandatory name tags for all staff within two weeks, and customer service training for airport personnel.
Over the next year, passengers will benefit from 3D security scanners, a Tourist Information Center, better signage, upgraded air conditioning, and improved access roads. Transport CS Davis Chirchir also hinted at plans for a new airport terminal to accommodate increasing passenger.
Tourism CS Rebecca Miano emphasized that these changes are crucial in achieving Kenya’s goal of attracting 5 million tourists annually by 2027.
“We recognize that JKIA is the gateway to Kenya’s magical tourism experiences. These measures ensure visitors feel welcomed from the moment they land,” she stated.
Interior CS Kipchumba Murkomen vowed to end inefficiencies caused by agency rivalry, declaring,”Never again shall agencies at JKIA operate in silos. Collaboration is key.”
With these transformative measurme as JKIA is set to redefine Kenya’s aviation and tourism landscape, boosting the economy while offering travelers a seamless world-class experience.