Kenya Revenue Authority (KRA) Chairman Anthony Mwaura has responded to allegations of harassment and extortion made against customs officials at Nairobi’s Jomo Kenyatta International Airport (JKIA). Mwaura acknowledged the complaints from both Kenyans and visitors but described these incidents as isolated cases. He emphasized that the KRA is committed to improving customer service and handling visitors with more respect and professionalism.
The controversy followed a recent social media post by Egyptian national Dina Sherif, who shared her experience of alleged mistreatment by KRA customs officers upon her arrival at JKIA. Sherif claimed that she was subjected to unnecessary delays and extortionary demands by the officers. According to Sherif, when she arrived in Nairobi, she had personal items such as books, T-shirts, and some MIT caps. However, she was reportedly asked to pay an excessive fee for these belongings, which she said was initially set at USD 1,200 (approximately KSh 154,722). After negotiations, the amount was reduced to USD 950, and eventually, the fee was further lowered to USD 800 (around KSh 103,772). Sherif expressed frustration over the lack of clarity regarding how these charges were calculated.
In his remarks, Mwaura addressed the issue directly, stating that while there have been complaints, such occurrences are rare and should not be used to paint a broad picture of the entire KRA. “Although I do not want to be defensive, we need to do a little bit better. We need to handle our people better,” Mwaura said. His statement came after an increasing number of tourists and travelers had expressed similar grievances about the treatment they received at the airport, prompting the KRA to take action.
Mwaura’s visit to JKIA was part of the authority’s efforts to monitor and address such claims and to ensure that any misconduct by customs officers is swiftly dealt with. He further pointed out that the authority recognizes the importance of treating people fairly and with dignity, especially at such key entry points as JKIA, where foreigners and Kenyans alike expect to be treated with respect.
Sherif’s post on social media quickly gained attention, especially among travelers who frequently pass through JKIA. Her story resonated with many who had experienced similar issues but had not spoken out. The allegation of extortion, coupled with the lack of transparency in the charges, caused concern among the public, with many calling for stricter measures to be put in place to prevent such incidents. Sherif’s case was not the first of its kind; other visitors have similarly complained of being overcharged or harassed by airport staff, particularly in relation to the declaration of personal belongings.
The KRA’s chairman assured the public that the authority takes these complaints seriously and would investigate the matter further. He said that there would be more training for customs officials to improve their communication with travelers and ensure that they adhere to professional standards. “We need to improve on customer service. It is a key part of making Kenya a welcoming destination for international visitors,” Mwaura explained.
As part of ongoing efforts to enhance transparency and accountability within the customs department, Mwaura stated that KRA would be conducting a review of the processes at JKIA to ensure they are in line with international best practices. The authority is also looking at implementing new measures to simplify procedures for travelers and ensure that no one is unfairly charged or treated poorly.
Kenya has long been a popular destination for both business and leisure travelers, with JKIA serving as the main entry point for many people arriving in the country. As Kenya seeks to grow its tourism and business sectors, ensuring a positive experience for international visitors is crucial. The KRA’s commitment to improving service standards is seen as an essential step in making Kenya an even more attractive destination for people from all over the world.
While Mwaura’s statements on the matter may provide some reassurance to the public, it is clear that the KRA has more work to do in addressing these issues fully. The airport is one of the first places visitors encounter when they arrive in Kenya, and ensuring their first impression is a positive one is key to fostering goodwill and encouraging repeat visits.
