Interior Cabinet Secretary Kipchumba Murkomen has announced that a multi-agency technical team formed to address customer experience challenges at Kenyan airports will begin implementing a new airports charter.
Taking to his X account on Monday, January 27, 2025, Murkomen stated that the team, comprising representatives from the Ministries of Transport, Interior, Tourism, and the National Treasury, as well as the Kenya Association of Air Operators, is working to find permanent solutions to enhance passenger experiences at Kenya’s airports.
The CS noted that the new charter is part of the measures developed by the team, aiming to establish a clearer coordination framework to ensure the faster flow of passengers through airports without compromising security.
“The multi-agency team, which brings together the Ministries of Transport, Interior, Tourism, the National Treasury, as well as the Kenya Association of Air Operators and other users of our facilities, will come up with immediate, short-term, and long-term measures to improve service delivery to Kenyans and our visitors,” Murkomen said.
“The team will also adopt a new airport charter which, among other measures, establishes a clearer coordination framework and ensures the faster flow of passengers through the airport without compromising security.”
Murkomen further assured the team that the strategies being implemented will significantly improve customer experience for both local and international travelers. He emphasized the integration of advanced technology and enhanced professionalism among immigration officers as key components of the reforms.
“During our meeting this morning with the multi-agency technical team working on the customer experience report and its implementation, I gave our ministry’s assurance that we shall improve the professionalism of our police officers while using technology more to boost efficiency at our immigration desks,” he explained.
The meeting was attended by senior government officials, including Roads and Transport CS Davis Chirchir, and Principal Secretaries Dr. Ray Omollo (Internal Security and National Administration), Prof. Julius Bitok (Immigration and Citizen Services), and Mohamed Daghar (Transport).
