The government has announced a string of reforms aimed at bettering the Jomo Kenyatta International Airport to elevate passenger's experience.
Treasury Cabinet Secretary John Mbadi, Transport Cabinet Secretary David Chirchir, Tourism Cabinet Secretary Rebecca Miano, and Principal Secretary for Internal Security and National Administration Raymond Omollo issued a joint statement on Monday, November 11, announcing a "whole-of-government" approach to modernising services and improving customer care to ensure that JKIA reaches world-class standards.
Among the reforms include the creation of a seamless and efficient travel experience to address the common issues such as long wait times which is a common complaint among users of the airport.
Also, authorities are working on the adjustment of operational protocols to speed up customs and immigration processes. This is in line with the long-term goal of goal of simplifying arrivals which in turn elevates Kenya's reputation as having a user-friendly international airport.
"The reforms reflect the government's commitment to improve the facility to world-class standards, creating a welcoming environment aligned with the highest benchmarks of international airport management," the statement read.
The government also intends to apply advanced technology to modernise customs and immigration. By automating processes, the government hopes to reduce paperwork and speed up entry and departure times.
Further, security for travelers will also be treated with priority, as well as improved oversight of restricted areas such as VIP lounges in a bid to improve the airport's integrity.
As far as customer care is concerned, officials at all airport touchpoints are set to receive rigorous customer service training to keep up high levels of professionalism from staff.
The latest reforms from the government come amid a string of complaints from regular users of JKIA, who have highlighted several key concerns, including slow processing, delays, and long queues which at times cost them crucial flights.
Terminal 1A has particularly been flagged on numerous occasions in the past for subjecting passengers to delays.
Staff integrity has also come into question at times, with past claims of staff at the airport soliciting money from passengers who are in a hurry in order to assist them skip the long queues.
The reforms, according to Mbadi, are in line with the government's vision of living up to the "Magical Kenya" tag, which has been used to promote the country's tourism sector.
