Kenyans and international visitors using Jomo Kenyatta International Airport (JKIA) in Nairobi will now enjoy enhanced customer service following the signing of a new customer service charter.
The service charter, signed by Transport and Interior Cabinet Secretaries Davis Chirchir and Kipchumba Murkomen, aims to address key impediments to service delivery, including reducing the time taken for passengers to be cleared by airport agents.
To enhance operations at the airport, the government has approved the formation of three committees to oversee operations at all airports managed by the Kenya Airports Authority (KAA).
The three committees include the Governance Board, which will be chaired by the Managing Director/Chief Executive Officer of KAA. This committee will meet quarterly to review performance reports and approve quarterly updates of the Customer Service Improvement Plan.
There will also be an Operational Committee, chaired by the KAA Airport Manager of JKIA, which will meet monthly and be responsible for the operational implementation of the Customer Service Improvement Plan and the delivery of the JKIA Service Charter.
Additionally, a Weekly Working Group Committee will carry out its roles on a weekly basis and submit updates to the Airport Manager. The working groups will focus on key areas, including facilities, security, customer service, and transportation.
To further enhance the customer experience at the airport, the government will implement advanced technology to assist in the scanning of passengers' bags. According to Chirchir, this will ensure that the process is conducted in a more humane manner.
The government will also introduce more customer feedback points and means to provide information on key service gaps impacting the customer experience at JKIA.
Feedback will also be collected from key government agencies and service providers at JKIA, ensuring that service targets incorporate their input.
According to Transport Cabinet Secretary Chirchir, the government will conduct follow-ups to ensure that each terminal’s clearance desk adheres to the stipulated average time for processing passengers.
Additionally, the government will facilitate a smoother clearance process by investing in modern technology to reduce the time taken.
"When you go up to the control terminals today, where we have eight terminals, all of them are open during peak hours. We are monitoring to ensure that if the time allocated for clearing passengers is 30 seconds, we will conduct random sampling to measure whether we meet those targets," Chirchir stated.
"We will have an airport that delivers services seamlessly, without passengers needing to distinguish whether they are dealing with the police, KEPHIS, or a customs officer," he added.
