KAA Clarifies Passenger Phone Recovery Process After Viral JKIA Video

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 left onboard an aircraft at Jomo Kenyatta International Airport (JKIA).

In a statement issued on Tuesday, KAA said the personnel shown in the video were employees of the airline involved, not KAA staff. The authority acknowledged the passenger’s frustration but said airlines are responsible for handling belongings left onboard their aircraft.

The video shows a woman in a tense exchange with an airport worker over the release of her phone. The worker told her that identification and documentation were required before the phone could be handed over, while the passenger questioned the process.

KAA said such verification procedures are standard and are intended to protect passengers’ property and ensure that items are returned to their rightful owners.

Passengers seeking to recover belongings left onboard an aircraft may be required to provide valid identification and complete the necessary documentation. KAA said the measures are intended to maintain accountability and prevent items from being released to the wrong person.

“For security and accountability, passengers collecting items left onboard aircraft may be required to provide identification and complete the relevant documentation before an item can be released,” the authority said.

KAA also said it was working with the airline involved and other aviation stakeholders to improve awareness of the procedures for recovering misplaced belongings. The authority noted that passengers often view their journey through the airport as a single experience, even though different services are handled by separate organisations. It said it was therefore engaging the relevant stakeholders to improve coordination and the overall customer experience.

The passenger later confirmed that she recovered her phone after spending nearly two hours seeking assistance. KAA urged passengers to cooperate with verification procedures and seek assistance from airline or airport customer service teams when they require clarification. The authority said it remained committed to maintaining a safe, secure and customer-focused environment at Kenya’s airports.