The Kenya Tourism Federation (KTF) has called on the government to urgently resolve technical failures in the Electronic Travel Authorisation (ETA) system, citing the ongoing high season for tourism.
In a statement issued on March 29, 2025, KTF welcomed recent upgrades to the ETA platform but raised concerns over persistent system inefficiencies that have led to delays, payment failures, and system blackouts. These challenges, the federation noted, have caused financial losses, reputational damage, and disruptions to the tourism sector.
“There should be a dedicated crisis desk (hotline/email/chat) with direct escalation to Immigration for urgent cases. A number of clients have reported inability to get help, and this needs to be resolved urgently,” the statement, signed by KTF chairman Fred Odek and CEO Susan Ongalo, read.
KTF stressed the economic importance of tourism, which contributes significantly to Kenya’s GDP and employment. The federation urged the government to mobilize all necessary technical resources to stabilize the system.
ETA is a digital travel permit required for entry into Kenya for most foreign visitors, except citizens of East African Community (EAC) member states. It was introduced to streamline the entry process and replace visa requirements for certain nationalities.
In February, Tourism Cabinet Secretary Rebecca Miano announced that improvements to the ETA platform would enable real-time issuance of authorizations upon payment. However, KTF’s latest statement indicates that technical issues continue to disrupt the system.
The federation, which represents eight key tourism trade associations—including the Kenya Association of Tour Operators (KATO) and the Kenya Association of Hotel Keepers and Caterers (KAHC)—called for immediate government intervention.
As Kenya’s tourism sector remains in peak season, the smooth functioning of the ETA system is critical. KTF’s concerns highlight the urgent need for the government to implement remedial measures to ensure a seamless experience for travelers and protect the country’s reputation as a top global tourist destination.
