The Kenyan government has scrapped a controversial new regulation requiring travellers to declare the international mobile equipment identity (IMEI) of their phones upon arrival in the country.
It has since unveiled major reforms to transform customer experience and streamline efficiencies at Jomo Kenyatta International Airport (JKIA) following widespread social media uproar alleging harassment, long queues and general inefficiency at the airport.
The uproar intensified earlier this month when the Kenya Revenue Authority (KRA) issued a directive requiring visitors to declare their mobile phones, including IMEI numbers, from January 1 next year, as part of a broader effort to strengthen tax compliance and safeguard the integrity of the mobile device market.
In addition, the regulation required importers and assemblers of mobile phones to submit detailed information about their products – including model, quantities and IMEI numbers – through KRA’s customs portal.
Stakeholders, also required to obtain permits from the Communications Authority of Kenya to comply with the law, voiced concerns about this adding another layer of complexity for travellers and traders when the goal is to improve ease of access.
“The reforms reflect government’s commitment to world-class improvements and creating a welcoming environment aligned with the highest benchmark of international airport management,” said a government spokesperson in a statement.
Cabinet Secretary for the Ministry of Tourism & Wildlife Rebecca Miano said: "Kenya’s strategic location as East Africa's gateway is key to its role as a regional hub. As such, we must ensure that visitors can access the country with ease.”
Miano said her ministry is working closely with other relevant agencies to ensure the process remains efficient and visitor-friendly.
Holistic government approach
To make travellers’ experience of JKIA seamless and efficient, the Kenyan government’s plan is holistic. Acknowledging customers’ feedback about their interactions at the airport, the government will prioritise advanced technological solutions.
Interventions will include enabling easier access to restricted areas, such as VIP lounges, while preventing unauthorised entry into secure zones in strict alignment with airline policies.
Additionally, to enhance customer service quality across touchpoints in JKIA, all officials will undergo customer service training to ensure they embody the highest level of professionalism and courtesy.
