The government has launched the Jomo Kenyatta International Airport (JKIA) Service Delivery Charter 2025, an initiative aimed at improving customer experience, operational efficiency, and security at Kenya’s busiest airport.
Speaking at the signing ceremony, Interior and National Administration Cabinet Secretary Kipchumba Murkomen emphasized JKIA’s significance as a major transit hub for East and Central Africa, a leading cargo airport, and a key driver of Kenya’s trade, investment, and tourism sectors.
“To keep pace with aviation standards, customer experience and operational efficiency must continually be tweaked,” Murkomen said. “This new service charter sets clear quality standards that customers should expect while traveling through JKIA.”
The new charter introduces a seamless coordination structure that brings together all airport agencies under the leadership of the Kenya Airports Authority (KAA). The multi-agency team behind the charter includes key stakeholders and service providers committed to upholding international aviation standards.
Some of the charter’s performance standards have already been implemented, with passengers reporting improved service delivery and reduced processing times at key touchpoints within the airport.
Murkomen reiterated the government’s commitment to a whole-of-government approach in managing airport security and service delivery. “We are working collaboratively with other agencies to protect our country from criminals and bad actors while ensuring that we adhere to international best practices,” he said.
The signing ceremony was attended by several senior government officials, including Transport CS Davis Chirchir, Tourism CS Rebecca Miano, Inspector General of Police Douglas Kanja, Deputy Inspector General of Kenya Police Service Eliud Lagat, Transport PS Mohamed Daghar, Tourism PS John Ololtuaa, and KAA Acting Managing Director Nicholas Bodo.
With the new charter in place, passengers can expect improved services, including enhanced security screening, efficient baggage handling, and faster immigration processes. The initiative is also expected to boost Kenya’s reputation as a leading regional aviation hub, attracting more airlines and investment opportunities.
The JKIA Service Delivery Charter 2025 marks a major step in modernizing Kenya’s airports, ensuring they remain competitive and customer-centric while supporting the country’s broader economic and security objectives.
