JKIA and Moi International Airport Earn Global Recognition for Customer Service

The Airport Council International (ACI) has feted Kenya’s Jomo Kenyatta International Airport (JKIA) and Moi International Airport (MIA).

The two largest airports in the country were recognized for their role in enhancing customer satisfaction.

JKIA and MIA were among 10 African airports included in the ACI’s Voice of the Customer initiative, which recognizes airports that have demonstrated significant efforts to gather passenger feedback during the pandemic.

ACI World Director General Luis Felipe de Oliveira says the collection of new customer data shows the airports are committed to understanding the evolving expectations of travelers in challenging times.

“The pandemic has caused substantial changes in human behavior and provoked a whole new set of expectations affecting how products and services should be experienced,” he said.

Other African airports feted alongside JKIA and MIA included Agostinho Neto Airport in DRC and the Murtala Mohammed International Airport in Nigeria.

JKIA and MIA recorded 602,434 arrivals in 11 months to November 2021, representing a 55.4 percent jump compared to 387,719 arrivals in 2020.

ACI is a global trade representative of the world's airport authorities that sets standards and operational guidelines globally.