CS Chirchir Presides over the signing of JKIA’s Service Delivery Charter.

Cabinet Secretary for the Ministry of Roads and Transport Mr. Davis Chirchir together with his counterparts from the Ministries of Tourism, Interior & National Administration presided over the signing of Jomo Kenyatta International Airport’s (JKIA) Service Delivery Charter, marking a significant step toward improving customer experience and operational efficiency at East Africa's busiest international airport. The CS was accompanied by the Principal Secretary, State Department for Transport, Mohamed Daghar.

The Charter establishes a collaborative framework among all airport stakeholders to address key service gaps, including poor coordination, inadequate infrastructure, and inconsistent service standards. With JKIA’s customer satisfaction rating (3.78) currently below the African regional average (3.96), the Charter outlines clear strategies for improvement through enhanced governance, resource allocation, and performance monitoring.

A three-tier governance structure—comprising a Governance Board, Operational Committee, and Weekly Working Groups—has been introduced to ensure a seamless ‘one airport - one team’ approach under Kenya Airport Authority’s leadership to oversee the Charter’s implementation and ensure continuous evaluation and corrective action.

The Charter prioritizes addressing critical service gaps, securing resources for infrastructure upgrades, and attracting strategic investment to modernize JKIA. A consultative meeting with key airport managers on March 20, 2025, will initiate the development of a comprehensive action plan, with progress to be monitored and reported quarterly. The signing of this Charter underscores JKIA's commitment to delivering world-class services and positioning itself as a leading regional aviation hub.