Kenya has introduced a Service Charter for its main airport, the Jomo Kenyatta International Airport (JKIA) to improve operations and service delivery at the airport.
JKIA airport has earned its position as a key aviation hub for the region and indeed the continent of Africa. Being the main gateway to the country, the improvement of service standards here will aid our success in reclaiming our position as the premier tourist destination on the continent.
Present at the launch were Cabinet Secretary, Najib Balala, and his colleague Cabinet Secrataries, James Macharia (Transport, Infrastructure, Housing and Urban Development), Dr. Fred Matiang’i (Interior and National Coordination) and Dr. Cleopa Mailu (Health).
The development of the Service Charter and its Improvement Plan within such a short time proves that there is commitment from the top levels of Government and all players to ensure provision of top quality services for our tourists and other users of the airport. The Charter is indeed a good start into the transformation journey we have embarked on.
The real test will however, be on how proactively it is implemented to sustain the momentum of change and improvement in customer services.
In that regard, the Kenya Tourism Ministry says it has, identified what it terms as the ‘’ Big 4 Action Plan’’ as priority areas of focus, under which it will hold the management of the airport accountable, to deliver on the commitments we make with this Charter. The areas include:
Immigration Services and Customs .The rest are, Baggage Management and Security of tourists and all travellers from harassment.
As part of its obligations the Tourism Ministry is ready with the curriculum for training, examination and certification of all customer care personnel at the facility.
It is necessary to underscore the important role Kenya Airports Authority has taken up of providing leadership in this transformational journey. The Managing Director of KAA will be held responsible, on behalf of all the agencies working within the airport, for the efficient delivery of world-class services as committed in the charter. All these agencies must commit to perpetually improve quality of services at JKIA.