The Kenya Airports Authority (KAA) has moved to clarify a viral passenger complaint at Jomo Kenyatta International Airport (JKIA), saying its employees were not involved in the interaction after a woman spent about two hours trying to recover a phone she had left behind.
KAA said the incident, which was captured on video and widely shared on social media, involved airline personnel and not staff working for the airport authority.
The authority said it sympathised with the passenger over the frustration that can arise when travellers misplace their personal belongings, but stressed that the people seen assisting her in the video were not KAA employees.
“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.
The passenger had raised concerns over how her phone was handled after she accidentally left it at the airport. She said she sought help for about two hours before eventually managing to retrieve the device.
KAA also used the incident to explain the process passengers may have to follow when recovering belongings left onboard an aircraft.
According to the authority, passengers may be required to produce identification and complete the relevant documentation before recovered items can be handed over to them.
KAA said the measures are in place to make sure that property recovered from aircraft or airport facilities is returned to its rightful owner.
The authority said it had since engaged the airline involved in the incident as it works with other aviation stakeholders to improve passengers’ understanding of the procedures for recovering misplaced belongings.
“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.
The authority further urged travellers to cooperate with the required verification procedures when seeking to recover their belongings.
Passengers who need clarification have also been advised to approach airline or airport customer service teams for assistance.
“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.”