By Dorothy Musyoka
Jomo Kenyatta International Airport (JKIA), the region’s premier aviation hub, has taken a significant step towards improving customer service, security, and operational efficiency with the launch of the JKIA Service Delivery Charter 2025.
The charter outlines key service standards and coordination mechanisms aimed at streamlining passenger experiences and reinforcing the airport’s role as a critical driver of trade, investment, and tourism.
The signing ceremony and progress report presentation took place at JKIA, bringing together top government officials, stakeholders, and service providers.
The multi-agency team that developed the charter includes key players from aviation, security, customs, and tourism sectors, all working under the leadership of the Kenya Airports Authority (KAA) to ensure world-class service delivery.
Speaking at the event, Interior Cabinet Secretary Kipchumba Murkomen, emphasized the government’s commitment to enhancing customer satisfaction, security, and international best practices across all Kenyan airports.
“To that end, the government put together a multi-agency team comprising key stakeholders and service providers to develop a service delivery charter that binds the airport to the quality standards a customer should expect while traveling through JKIA,” noted CS Murkomen.
“The highlight of the new charter is a seamless coordination structure bringing all the agencies together under the leadership of the Kenya Airports Authority (KAA). Some of the performance standards in the charter have already been implemented and customers are reporting better experience,” stated CS Murkomen.
The event was graced by Cabinet Secretaries Davis Chirchir (Transport) and Rebecca Miano (Tourism), Inspector General Douglas Kanja, Deputy Inspector General Eliud Lagat, Principal Secretaries Mohamed Daghar (Transport), John Ololtuaa (Tourism), and Nicholas Bodo (Acting MD, KAA), among other senior government officials.
As part of the whole-of-government approach, the Ministry pledged continued collaboration with relevant agencies to support efficiency, security, and economic development in the aviation sector.
With the JKIA Service Delivery Charter 2025 now in effect, travellers can look forward to a more efficient, secure, and customer-friendly experience, reaffirming Kenya’s position as a global aviation leader.