January 9, 2013: The Kenya Airport Authority 11th session of the Customer Courtesy Awards took place at the Simba Restaurant on the 9th of December 2012 at the Jomo Kenyatta International Airport. The event which was attended by the KAA MD, Eng. Stephen Gichuki, brought together airport management and staff to acknowledge and reward excellence in customer service.
In his welcoming remarks the Airport Manager JKIA Mr Edward Kobuthi thanked KAA JKIA Staff under security for taking going an extra mile in serving passengers going through the airport. he added that the courtesy awards have greatly impacted on the Airports Council International (ACI) survey which as seen major improvement in areas like cleanliness, PABX and general ambiance. “This is just the beginning, JKIA is improving in leaps and bounds” he commented. He also invited all members of staff who have ideas on how to improve JKIA to feel free to see him as he has an open door policy.
In the month of December the security officers who were awarded and commended scored between nine and ten, with ten being the highest score to be achieved. Those who scored a perfect score of 10 were Jacinta Njeri, Jonathan Kazungu, Frida Kimaru and Earnest Mwangombe.
In his keynote address, Eng. Stephen Gichuki observed that he had witnessed tangible changes in the quality of service at the airport. “I have observed a lot of changes within the airport in terms of customer service delivery; however, we should take it to the next level, make JKIA be the airport of choice, let passengers see it as a five star airport” He said. Eng. Gichuki also challenged the organizers of the event .0
The Customer Courtesy programme was launched in January 2012. Since its inception the quality of service has steadily improved within the Airport. The quality of service by the staff is judged by mystery shoppers who evaluate their performance. Their evaluation report is then forwarded to the management for reward and recognition of the staff.