The Kenya Tourism Federation (KTF) has raised alarm over what it terms as “unacceptable changes” to the Kenya Wildlife Service (KWS) park ticketing portal, warning that the move is causing significant financial strain on tourism operators across the country.
In a strongly worded statement, KTF expressed “deep concern” over the upgraded KWS payment system for park fees, saying the changes were implemented without consultation with key industry stakeholders and in violation of an existing court order.
The federation noted that the system upgrade rolled out despite a court order issued on October 1, 2025, halting implementation of new park fee rates, contravenes the rule of law. KTF argued that while KWS had sufficient time to modernize its system, it should have simultaneously complied with the court directive by reverting to the old rates.
Among the key grievances raised by the federation is the limited range of payment options on the new portal, which currently accepts only M-PESA and Visa cards. KTF said this poses a major operational challenge, as most tour operators transact large sums daily, and card payments have restrictive transaction limits.
“The industry cannot be forced to use restrictive payment methods that compromise operations,” KTF stated.
The federation further condemned the introduction of a hidden 5 per cent“gateway fee”, which it said is revealed only at the point of payment. According to KTF, the fee is not only discriminatory but also unfairly penalizes operators who transact higher volumes, contrary to industry practice where bulk transactions attract discounts.
Citing data from the Ministry of Tourism and Wildlife’s Regulatory Impact Statement published in April 2025, KTF warned that the new charges could cost the tourism sector over KES 370 million in additional, unbudgeted expenses, based on KWS’s projected revenue growth from KES 7.4 billion in 2024 to KES 16.58 billion by 2028.
In response to the mounting concerns, KTF is calling on the government, through the Ministry of Tourism and the Kenya Wildlife Service, to take immediate corrective action, including:
Restoring the previous KWS payment platform on eCitizen, which allowed for multiple payment methods and charged a flat USD $1 fee for foreign currency transactions.
Suspending the 5 per cent gateway fee pending consultations and a permanent resolution to the issue.
Upholding the court order and ensuring KWS complies with judicial directives.
“A court order is not a suggestion that one can choose to ignore,” KTF emphasized. “KWS, as a government agency, must lead by example in upholding the rule of law.”
The federation reiterated its commitment to fostering a supportive environment for tourism operations and urged the government to act swiftly to resolve the crisis, warning that continued inaction could undermine confidence in Kenya’s tourism sector — one of the country’s key foreign exchange earners.