We Know You Are Angry But Hear Us Out – KAA To An Angry Lady

The Kenya Airports Authority (KAA) has issued a public statement addressing a video that recently went viral on social media, showing a passenger’s frustrating attempt to recover a mobile phone left behind on an aircraft after landing at Jomo Kenyatta International Airport (JKIA).

In a statement from its Corporate Communications and Public Affairs office, KAA acknowledged the incident and expressed sympathy for the passenger’s ordeal, recognizing how distressing it can be to lose personal belongings while traveling.

However, the authority quickly clarified an important detail: the individuals seen interacting with the passenger in the video were airline staff, not KAA employees.

Despite this distinction, KAA emphasized that it does not see the matter as someone else’s problem to solve alone. The authority noted that travelers experience the airport as a single, continuous journey, regardless of which entity is responsible for a particular touchpoint. As such, KAA said it is working alongside its aviation partners to make sure passenger interactions, no matter who is handling them, are managed professionally and with empathy.

The statement also shed light on why recovering lost items isn’t always instant. Passengers seeking to reclaim belongings left on aircraft may be asked to present identification and complete documentation before the item is released.

KAA explained that these steps exist to protect passengers themselves, ensuring that recovered property reaches its rightful owner and isn’t handed over to the wrong person.

KAA said it has already engaged the airline involved in the incident and is collaborating with other aviation stakeholders to boost public awareness of the correct procedures for reporting and retrieving items lost onboard aircraft or elsewhere within the airport.

The authority also urged travelers to remain patient and cooperative with verification processes, and to reach out to airline or airport customer service desks whenever they need clarification. KAA reaffirmed its broader commitment to delivering a safe, secure, and passenger-centered experience across its facilities.

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