Our Service Delivery Charter, A Crucial Blueprint and Commitment To Serve Our Customers!

Kenya Airports Authority under its Act, Caps 395 of the Laws of Kenya is mandated to provide efficient and effective airport facilities and services in a sustainable environment. We look forward to offering the best of airport services and facilities in all our airports as prescribed in our Service Delivery Charter.

Our Service Delivery Charter is a crucial blueprint that informs our commitment to operate and offer globally competitive facilities and services at maximum efficiency. We hereby undertake to inform you, our esteemed customer, on the existence of a complaint handling system set to facilitate proper service delivery at all our airports.

To help us improve on our services, you can lodge a complaint or give us a compliment through the following ways:

1. Reporting to the officer on duty in our airports by word of mouth or recording the complaint in the ‘Complaints Form’ issued by our officers.
2. Writing to us an email on talk2us@kaa.go.ke
3. Downloading and filling in a Complaints Form from our website www.kaa.go.ke
4. Making a telephone call on +254 0206 611 000

After a complaint is lodged through any of the above channels, KAA undertakes an investigation session and gives feedback within 5 working days, to which a resolution and decision is met. If satisfaction is still not met, the complainant is referred to the Ombudsman Office.

KAA values and appreciates every support rendered by our esteemed customers.

For a more detailed look at our Service Charter, follow this link.

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