DOWNLOAD OUR SERVICE CHARTER:
Service Delivery Charter English
Service Delivery Charter Kiswahili
This charter communicates our commitment to provide consistent and professional services to our customers. It is a demonstration and a reflection of the Authority’s dedication to meeting and exceeding our stakeholders’ expectations.
a) International Airports: Jomo Kenyatta, Moi and Eldoret
b) Domestic Airports: Wilson, Kisumu, Malindi, Lokichoggio and Wajir.
c) Airstrips: Ukunda, Manda, Garissa, Kitale, Eldoret and Kakamega.
Established in 1991 under KAA Act, Cap 395 of the Laws of Kenya with the mandate to:
Administer, control and manage aerodromes in the country.
The Authority is committed in attaining the highest standards in service delivery to all stakeholders.
To be the airport System Hub of Choice
To facilitate seamless connectivity through provision of efficient and effective airports facilities and services in an environmentally sustainable manner to exceed stakeholder expectations
• Customer focus
• Integrity and professionalism
• Creativity and innovation
• Good corporate governance
• Environmental sustainability
• Corporate social responsibility
Airports Operational Hours
1. International Airports
Jomo Kenyatta 24hrs
Eldoret 0630 to 1930hrs
Kisumu 0630 to 1930hrs
2. Domestic Airports
Wilson 0630hrs to 2030hrs
Malindi 0630hrs to 2030hrs
Lokichogio 0630hrs to 1930hrs
Wajir 0630hrs to 1930hrs
Ukunda ,Manda, Kitale, Kakamega, Lodwar-Sunrise to Sunset
Administration Office hours: Monday to Friday: 0800hrs to 1300hrs and 1400hrs to 1700hrs except when such days fall on gazetted holidays
To the Aviation Industry
1. Manage Aerodromes-Continuous
2. Provide Airport Facilities-Continuous
To the Stakeholders and the Government.
1. Fulfillment of our mandate-Continuous
2. Compliance with the statutory obligations-Continuous
3. Payments for goods & services As per the contractual obligations
4. Responding to Correspondence Within 5 working days
Customer Complaints Resolution
1. Complaint acknowledgement Within 48 hours
2. Resolution Within 10 working days
N/B: A Customer can launch a complaint tracking form which may be downloaded from our website, filled and submitted to the officer on
duty or emailed to us.
The Authority operates under highly regulated international requirement on Safety and Security of airport users and customers are
advised to comply. Customers are also requested to exercise respect to the service providers.
Review of Service Charter
In acknowledgement of the stakeholders’ changing needs and expectations, the charter is subject to regular reviews as and when deemed necessary.
our website www.kaa.go.ke.
A complaint can also be reported to the officer on duty at the respective station.
Kenya Airports Authority, Airport North Road, P.O. Box
19001-00501 Nairobi, Fax: 254(020) 822078; Tel: 254(020)
In case the customer feels that the Authority’s response is not satisfactory, they can seek redress from the office of Ombudsman using the following contacts:
The Commission Secretary/ CEO Commission on Administrative Justice
Office of the Deputy President,
6th floor Harambee Avenue,
P.O. Box 20414- 00200 Nairobi
TEL: +254020 2270000