In a bold move to enhance the customer experience at Kenyan airports, Interior Cabinet Secretary Kipchumba Murkomen has unveiled a comprehensive plan aimed at improving services at Jomo Kenyatta International Airport (JKIA) and other key terminals across the country. During a high-profile stakeholder meeting on Tuesday, Murkomen announced that the government would implement a new service charter designed to streamline airport operations and elevate the passenger experience.
The plan focuses on improving coordination between security, customs, immigration, and customer care. A dedicated technical team from ministries including Transport, Tourism, Interior, and Treasury is already hard at work on a long-term strategy, with JKIA being the focal point of this transformation.
One key element of the improvement initiative is the introduction of advanced technology for quicker and more efficient passenger processing. Murkomen revealed plans to increase the number of security checkpoints to reduce long queues, a common pain point for travelers. “In many countries, passengers don’t face long waits, so why should we accept it here?” Murkomen asked.
The new service charter is also expected to introduce biometric technology and ensure all airport workers wear name tags for easier identification. In a bid to boost security and customer care, Murkomen also emphasized that officers would receive customer service training, particularly in areas such as cultural sensitivity, attitude, and uniform presentation.
As part of this overhaul, a new police unit will be established at airports to further enhance security, with officers being trained to adopt a more customer-friendly approach.
With these changes, the government hopes to set a new standard for airport operations in Kenya, making the country’s airports more efficient, secure, and welcoming to both local and international travelers.
