The government has reaffirmed her commitment to continuously transform the country’s aviation sector to position Kenya as a premier aviation hub in the region.
Roads and Transport Cabinet Secretary Davis Chirchir says following formulation of the Jomo Kenyatta International Airport (JKIA)Service Charter, government ministries and agencies have undertaken to improve operational efficiency and customer experience at the country’s busiest airport.
Speaking during the Charter signing ceremony at JKIA on Monday, Chirchir said the document is significant in cementing Kenya’s position as a trail blazer in the aviation industry.
Chirchir disclosed that the charter is expected to streamline governance structures, enhance coordination and create clear escalation mechanisms to address operational challenges at JKIA.
He noted that the initiative was driven by the need for synergy among various agencies operating at the airport.
“The JKIA Service Charter has been developed collaboratively by agencies operating at our airports, guided by the principles of synergy, collaboration, and coordination,” he said.
The CS further stated that under the new framework, airport services will be unified under the Kenya Airports Authority’s administrative management, an approach aimed at eliminating inefficiencies and ensuring a seamless experience for passengers and stakeholders.
Chirchir reiterated the government’s commitment to customer satisfaction stating, “Going forward, customers will experience the one airport, one team, under the administrative management of Kenya Airports Authority.”
Additionally, the CS expressed confidence in the implementation of the JKIA Service Charter, stating that the government expects significant improvements in customer service, operational efficiency and international competitiveness since the initiative aligns with Kenya’s broader vision of establishing itself as a premier destination for business, tourism and investment.
“These measures will ensure that all government ministries and departments operating at our airports work seamlessly together to deliver world-class services to travellers and stakeholders alike,” Chichir said.
Echoing the same sentiments, Tourism and Wildlife CS Rebecca Miano reiterated the government’s intensified efforts to improve the airport customer experience as part of its strategy to attract over 5 million international visitors annually by 2027.
Miano emphasized the importance of a seamless entry experience for travellers, saying, “The airport is the first point of contact for our visitors, and we want to work together with all stakeholders to make Kenya the best destination that we are.”
She added that the Ministry of Tourism, the Ministry of Roads and Transport together with Kenya Airports Authority (KAA) have undertaken to jointly set up a customer service and information centre tailored for tourists specifically.
Miano further said that plans are underway to enhance airport branding to reflect the Magical Kenya identity, ensuring that visitors experience Kenya’s rich tourism appeal from the instant they land in the country.
“The government remains committed to positioning the country as a top global travel destination by improving airport facilities and streamlining operations,” Miano said.
Interior and National Administration Cabinet Secretary, Kipchumba Murkomen amplified the importance of the charter in fostering coordination and improving airport operations.
“This is a historic event considering that the Republic of Kenya has desired to have a functioning structure within the airport that ensures collaboration between all the agencies,” he said.
Murkomen reaffirmed his ministry’s commitment to ensuring airport security, emphasizing its role in detecting contraband goods and unauthorized persons because the charter establishes a governance board chaired by KAA Chief Executive Officer (CEO), with regular operational meetings to track progress adding that various working groups will also be tasked with setting and meeting key performance targets to enhance service delivery.
With the charter’s implementation, CS Murkomen said that the government expects significant improvements in customer experience and operational efficiency at JKIA stating that the initiative is part of Kenya’s broader vision of establishing the airport as a premier aviation hub in the region, ensuring both security and seamless travel for citizens and visitors.
By Clinton Ng’iela
