Passengers who leave personal belongings on aircraft or at Jomo Kenyatta International Airport (JKIA) will have to follow verification procedures before retrieving them. The Kenya Airports Authority (KAA) has also clarified that airline staff, rather than its employees, were involved in a recent social media incident over a missing phone.
KAA issued the clarification after a video circulated online showing a passenger seeking to recover a mobile phone reportedly left on an aircraft. The passenger had arrived at JKIA when the incident occurred.
The authority said it understands the frustration that can arise when belongings are misplaced during travel. However, it stressed that the interaction shown in the video did not involve KAA staff.
“We wish to clarify that the interaction captured in the video involved airline personnel and not KAA staff,” the authority said in the statement.
KAA nevertheless said it remains concerned about how passengers are treated during such situations. It added that it is working with aviation partners to ensure that recovery-related interactions are handled professionally. Passengers seeking to collect items left on aircraft may also be required to provide identification. They may further need to complete relevant documentation before the property is released.
The procedures are intended to protect both passengers and recovered property. They also help ensure that belongings are handed back to their rightful owners.
KAA said it has engaged the airline involved in the incident. Together with other aviation stakeholders, the authority is also strengthening passenger awareness of the steps to follow when belongings are left behind.
“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,” the statement read.
The authority has urged travellers to seek assistance from the appropriate customer service teams when they need clarification. This includes contacting airline personnel where an item was left onboard an aircraft.
KAA said the measures are part of its wider commitment to passenger safety and service. The authority added that it will continue working with airport stakeholders to provide a safe, secure and customer-focused travel experience.