Government officials during launch of JKIA Service Charter and Improvement Plan, January 25, 2018. [Photo|James Macharia]The Tourism Ministry has identified Big Four Action Plan priority areas of focus, after the Jomo Kenyatta International Airport (JKIA) Service Charter and Improvement Plan was launched. The Ministry said it would use the Action Plans to hold the management of the airport accountable, to deliver on the commitments it makes with the Charter. The plans are:1. Immigration Services - critical point of first contact with visitors and where complaints have always arisen.2. Customs - key contact point and a sensitive one.3. Baggage Management - delays, damages, misplacement or loss of travelers baggage can lead to a painful start or a total ruin of a tourist’s stay.4. Security of tourists and all travellers from harassment - any ill treatment instills fear, insecurity and irreparably ruins the reputation of the destination. "On our obligations, this Ministry is ready with the curriculum for training, examination and certification of all customer care personnel at this facility," Tourism Ministry said in a statement on Thursday.The Ministry indicated the Managing Director of Kenya Airports Authority (KAA) will be held responsible, on behalf of all the agencies working within the airport, for the efficient delivery of world-class services as committed in the charter.The launch was presided over by Tourism Cabinet Secretary Najib Balala and his colleagues, James Macharia (Transport, Infrastructure, Housing and Urban Development), Dr. Fred Matiang'i (Interior and National Coordination) and Dr. Cleopa Mailu (Health).Inspector General of Police Joseph Boinnet was also present.

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