Interior Cabinet Secretary Kipchumba Murkomen has announced the government’s plans to enhance the customer experience at Kenyan airports, including the Jomo Kenyatta International Airport (JKIA). The improvements will focus on creating a more seamless travel experience through better coordination between various airport services, such as security, customs, immigration, and customer care.
The initiative, according to Murkomen, will involve the creation of a service charter and a new coordination mechanism aimed at streamlining airport operations. The rollout of these changes will be overseen by a technical team comprising officials from the Ministries of Transport, Tourism, Interior, Coordination, and Treasury. This team has already started working on a long-term strategy to improve the passenger experience, beginning with JKIA, the country’s busiest airport.
The new service charter will introduce a more streamlined process for airport operations, ensuring that passengers can move smoothly through the airport without compromising security. One of the key changes will be the requirement for all airport workers to wear name tags, making it easier for passengers to identify staff when they need assistance. Additionally, the use of biometric technology will be introduced to further enhance security and speed up passenger processing.
Murkomen also highlighted plans to reduce the long queues that often plague airports, particularly at check-in and security points. To address this, the government will introduce more check-in counters and security checkpoints, along with the implementation of advanced technology to facilitate faster scanning of travelers. The aim is to reduce waiting times, providing a more efficient and comfortable experience for passengers.
Murkomen emphasized that the improvements were inspired by global best practices. He noted that the Ministry of Transport had conducted a thorough assessment of how airports operate in other countries, ensuring that Kenya is not left behind in terms of modern airport management. “We do not want people to wait in long queues when traveling in Kenya,” Murkomen remarked, pointing out that many international airports have already adopted systems that minimize waiting times.
The Interior CS also mentioned that the new transformation would not interfere with existing security protocols. The goal is to ensure that the enhanced customer experience does not come at the expense of passenger safety. He emphasized that the security measures will remain stringent, with the added benefit of improved efficiency.
Another key aspect of the new plan is the establishment of a new police unit at airports to bolster security. This unit will be tasked with maintaining a safe environment for travelers while also providing a more customer-friendly approach. The officers in this new unit will undergo specialized training, focusing on customer service skills, including how to interact with passengers in a courteous and professional manner. This training will cover aspects such as attitude, cultural sensitivity, and the general appearance of officers, including uniform standards.
The announcement of these plans follows a series of consultations with various stakeholders, including airport officials, law enforcement, and other relevant government agencies. The aim is to create a more cohesive approach to airport management, one that prioritizes both security and the convenience of passengers. Murkomen’s remarks indicate that the government is committed to improving the overall travel experience in Kenya, with a focus on efficiency, safety, and customer service.
The technical team overseeing these changes will continue to work on the implementation of the service charter and other improvements, with the goal of rolling out the new measures in the near future. The government’s focus on enhancing the customer experience at airports reflects a broader push to modernize Kenya’s infrastructure and position the country as a competitive destination for both business and leisure travelers.
