The Kenya Airports Authority (KAA) has clarified that its staff were not involved in a viral incident involving a passenger seeking to recover a mobile phone allegedly left onboard an aircraft at Jomo Kenyatta International Airport (JKIA).
In a statement on Tuesday, KAA said it was aware of a video circulating on social media showing the passenger seeking assistance to retrieve the phone.
The authority said it sympathised with the passenger over the frustration and inconvenience that can arise when personal belongings are misplaced during travel.
KAA, however, clarified that the interaction captured in the video involved airline personnel and not KAA staff.
“We wish to clarify that the interaction captured in the video involved airline personnel and not KAA staff. However, KAA recognises that passengers experience the airport as one journey and, together with our aviation partners, we remain committed to ensuring that such interactions are handled professionally and with due consideration to the customer experience,” the authority said.
KAA said it recognises that passengers experience the airport as part of their overall journey and, together with its aviation partners, remains committed to ensuring such interactions are handled professionally and with due consideration to customer experience.
The authority also explained that passengers seeking to collect items left onboard aircraft may be required to provide identification and complete relevant documentation before the items are released.
It said the procedures are meant to ensure recovered property is handed over to its rightful owner.
KAA said it has engaged the airline involved and is working with relevant aviation stakeholders to strengthen passenger awareness of procedures to follow when belongings are left onboard an aircraft or within the airport.
The authority urged passengers to cooperate with applicable verification procedures and seek assistance from airline or airport customer service teams whenever clarification is required.
“KAA has engaged the airline concerned and, together with relevant aviation stakeholders, is strengthening passenger awareness on the procedures to follow when belongings are left onboard an aircraft or within the airport,” KAA said.
“We encourage passengers to cooperate with the applicable verification procedures and to seek assistance from airline or airport customer service teams whenever clarification is required. KAA remains committed to working with all airport stakeholders to provide a safe, secure and customer-focused travel experience.”
This is after a woman raised concerns over the handling of her phone after she accidentally left it at the airport.
She said she spent about two hours seeking help to recover it before eventually retrieving it.
