Interior Cabinet Secretary Kipchumba Murkomen has announced the government’s plan to improve customer experience in Kenyan airports including the Jomo Kenyatta International Airport (JKIA).
The improvement will include adopting a service charter by coming up with a seamless coordination mechanism to enhance security, customs, immigration and customer care services at the airports.
Murkomen who spoke on Tuesday during a stakeholder meeting stated that the rollout would be done by a technical team made of officials from the ministries of transport, tourism, interior and coordination, and treasury.
According to the CS, the technical team had already begun working on a long-term strategy to enhance customer experience starting with the country’s main airport.The new charter is also expected to streamline airport operations and ensure smooth passenger movement without interfering with security protocol at the airports.
Further, Murkomen revealed that all airport workers will be required to have a name tag for ease of identification and the introduction of biometrics.
To reduce the long queues at the airports, the Interior CS announced plans to introduce more checking points and the use of advanced technology to scan travellers.
“Most of you have gone to various countries, and in many of those countries we do not like queuing, why do you want people here in Kenya to queue for a long time,” the Interior CS commented.
Murkomen emphasised that the new transformation followed an assessment conducted by officials from the Ministry of Transport on how other airports across the world operated.
“One of the biggest contributions of this meeting is to finally adopt the airport charter. There is nothing outside in terms of security that stops us from having coordination in airports,” Murkomen stated.
“The Ministry of Transport has done a lot of work by benchmarking and researching what happens around the world, so we are not an exception as a country.”
The meeting was also attended by the Deputy Inspector General of Police Eliud Langat who revealed that a new police unit would be established at the airports to enhance security.
According to the police boss, the officers would also undergo customer training a training he said would mainly focus on the culture, attitude, and general outlook of the officers including how they dress.
Source: Kenyans.co.ke
