Kenya Association of Travel Agents (KATA) held a crucial engagement with the leadership of Moi International Airport (MIA) in Mombasa, marking another step in the association’s ongoing efforts to advocate for improved travel facilitation and passenger experience in Kenya’s aviation sector.
The meeting, which brought together representatives from KATA, the Kenya Airports Authority (KAA), Immigration, Customs, Port Health, Aviation Security, and other airport stakeholders, was convened following concerns raised by KATA members regarding various aspects of passenger handling at the airport.
During the deliberations, KATA highlighted issues that directly affect both passengers and travel agents. These included the persistent menace of crows around the airport premises, the need for consistent replenishment of consumables in washrooms, and the lack of a clear intervention point for passengers reporting lost or misplaced baggage. The association also expressed concern over delays in confirming Electronic Travel Authorizations (ETAs), which in some cases lacked proper channels for escalation.
Equally pressing were matters relating to special assistance for Persons with Reduced Mobility and travelers with medical needs, where KATA members felt prioritization was insufficient. Concerns were also raised about perceptions of unfair treatment faced by Kenyans during customs clearance compared to international tourists, as well as a lack of clarity on yellow fever vaccination requirements, particularly exemptions for passengers above 60 years. In addition, KATA requested capacity-building sessions to better equip travel agents with knowledge of airport procedures, noting that a similar initiative in the past had proved immensely beneficial. The delegation also proposed the establishment of an additional passenger lounge at Terminal 2 to further enhance comfort.
In response, MIA and KAA representatives provided detailed clarifications. Immigration officials noted that ETA applications are processed within 72 hours and confirmed the existence of a 24-hour approval center to expedite cases. They reassured KATA that passengers requiring medical attention are automatically prioritized, with special provisions made for ambulance transfers. Plans to introduce e-gates, beginning with Kenyan travelers, were also unveiled.
Port Health emphasized that vaccination services remain accessible at Moi Airport, the Old Port, and county facilities, with exemptions for older travelers requiring proper certification from medical institutions. Customs authorities explained that differences in tax obligations between returning residents and tourists sometimes led to the perception of discrimination, while Aviation Security assured participants that MIA has maintained a strong record with no reported baggage pilferage in six years. A functional lost-and-found office, they added, continues to handle misplaced items effectively.
Beyond addressing concerns, KAA’s Marketing and Business Development team outlined several passenger experience initiatives already in place or under development. These included the highly rated Bosphorous Lounge, new restaurants and retail outlets, a reorganized parking system, and upcoming projects such as a dedicated Terminal 2 lounge, a landside restaurant, massage seating and enhanced baggage recovery solutions.
KATA, in its closing remarks, welcomed the clarifications and acknowledged the efforts being made to modernize facilities and streamline processes. The association emphasized, however, that sustained dialogue is vital to ensure that travel agents, who are the first point of contact for travelers, remain well-informed and able to guide passengers effectively. KATA also requested to be considered for representation in the Airport Facilitation Committee (FAL) to ensure the voice of travel agents is heard in national aviation discussions.
The association further appreciated KAA’s willingness to host a training and roundtable session with KATA members in the near future, which will serve to deepen collaboration and enhance mutual understanding of airport protocols.
The meeting concluded on a positive note, with both KATA and MIA reaffirming their shared commitment to making passenger travel smoother, safer, and more enjoyable. As Kenya continues to position itself as a leading regional hub for both business and leisure travelers, such collaborations are expected to play a key role in elevating service delivery and strengthening confidence in the country’s aviation sector.