• The government has significantly improved the airport's infrastructure, raising its standards above those of other African airports. The introduction of the charter is perfectly timed, ensuring that the services provided align with the impressive atmosphere created by the new facilities.

Africa holds one of the best Airports, with South Africa leading in the best Airport experience in terms of security, customer service and passenger experience. The Airports have held this position for years, meaning their service charter was established a while back.

Jomo Kenyatta International Airport (JKIA) in Kenya, however, has fallen short in these aspects, as demonstrated by a recent confrontation between an airport staff member and a traveller. Such events cast a highly negative light on our airports.

On March 17, 2025 top government officials unveiled the new service charter for JKIA. David Chirchir, the Cabinet Secretary (CS) for Roads and Transport said "the Service charter will enable prompt and coordinated response to customer needs, while fostering an environment that prioritizes excellence in service delivery."

The government has significantly improved the airport's infrastructure, raising its standards above those of other African airports. The introduction of the charter is perfectly timed, ensuring that the services provided align with the impressive atmosphere created by the new facilities.

Rebecca Miano, the Cabinet Secretary for Tourism and Wildlife, reiterated the need for an Airport customer experience that will help Kenya welcome international visitors who visit annually.

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The New Service Charter introduces several significant changes aimed at enhancing the overall experience for travelers. Firstly, the duty-free limit has been raised to KES 250,000, allowing passengers to bring in more goods without incurring additional charges.

To combat corruption at the airport, KRA officers will begin wearing body cameras starting July 1. Additionally, the charter promises faster clearance for travelers by doubling the number of immigration booths within the next 90 days and implementing electronic self-clearance gates.

Security measures are also set to improve with the introduction of an advanced passenger information system and the establishment of private screening rooms for flagged luggage, ensuring a safer and more efficient airport environment.

This charter commits to improving efficiency, security, and passenger experience. This will be done through the introduction of faster immigration, stricter security screening, and better agency coordination.