Kenya Airports Authority Signs JKIA Customer Service Charter to Elevate Passenger Experience

Nairobi, March 17, 2025 – In a significant move to transform Jomo Kenyatta International Airport (JKIA) into a world-class aviation hub, the Kenya Airports Authority (KAA) has signed the JKIA Customer Service Charter. This landmark initiative aims to enhance service delivery, operational efficiency, and passenger experience at JKIA, aligning with the government’s vision to position Kenya as a leading aviation hub in Africa.

The signing ceremony, held at JKIA, was attended by key government officials, including Hon. Davis Chirchir, Cabinet Secretary for Roads and Transport, Hon. Onesimus Kipchumba Murkomen, Cabinet Secretary for Interior and National Administration, and Hon. Rebecca Miano, Cabinet Secretary for Tourism and Wildlife. Also present was Mr. Douglas Kanja, Inspector General of Police.

Speaking at the event, Hon. Davis Chirchir emphasized the government’s dedication to enhancing JKIA’s operational standards through inter-agency collaboration and customer-focused reforms.

“The JKIA Service Charter is a testament to our commitment to enhancing service standards, ensuring seamless coordination among airport agencies, and improving the experience for passengers and airlines alike. Under the leadership of the Kenya Airports Authority, we are setting a new benchmark for efficiency and customer satisfaction in Kenya’s aviation sector,” said Hon. Chirchir.

The charter was signed by KAA alongside other key government agencies operating at JKIA, including Kenya Revenue Authority (KRA), Immigration Department, Port Health Services, Kenya Plant Health Inspectorate Service (KEPHIS), National Police Service, and Ministry of Tourism Representatives. These agencies have committed to working collaboratively under KAA’s leadership to streamline operations and improve service delivery across all touchpoints at JKIA.

The JKIA Customer Service Charter introduces several transformative measures designed to enhance passenger experience and operational efficiency:

1. Faster Immigration Processing: Immigration booths will be doubled within 90 days, complemented by additional staff deployment. Electronic self-clearance gates (e-Gates) will also be installed to expedite processing times.
2. Enhanced Security Screening: Advanced Passenger Information Systems will be implemented immediately to strengthen border controls while ensuring seamless travel experiences. Risk-based profiling will ensure flagged luggage is screened in private rooms to protect passenger privacy.
3. Improved Customs Operations: The duty-free threshold has been raised from KSh50,000 to KSh250,000, simplifying customs procedures for travelers. Starting July 1, customs officers will wear body-worn cameras to enhance transparency in operations.
4. Customer Service Enhancements: All airport staff—including personnel from KAA, KRA, Immigration, Port Health, KEPHIS, and security agencies—will wear uniforms and name tags within two weeks for easy identification. Comprehensive customer service training programs will also be rolled out across all agencies operating at JKIA.
5. Upgraded Infrastructure: Immediate improvements include better signage within terminals, enhanced stormwater drainage systems, upgraded air-conditioning facilities, expanded parking management solutions, and covered walkways—all set to be completed within six months.

Implementation of the JKIA Customer Service Charter will be closely monitored through structured governance frameworks:

• A Governance Board chaired by KAA’s Managing Director will oversee quarterly reviews of performance reports and address gaps in service delivery.
• An Operational Committee led by the Airport Manager will provide monthly updates on progress made in implementing the charter’s objectives.

With these reforms in place, JKIA is poised to deliver a seamless travel experience that meets international standards of excellence while fostering economic growth through improved connectivity and tourism opportunities. The charter reflects Kenya’s ambition to cement its position as a leading aviation hub in Africa.

Kenya Airports Authority remains committed to working collaboratively with all stakeholders to ensure that this vision becomes a reality.