The Kenya Airports Authority (KAA) has clarified procedures for passengers seeking to recover personal belongings left onboard aircraft or within airport premises following a video circulating on social media involving a passenger who reported losing a mobile phone at Jomo Kenyatta International Airport (JKIA).
In a statement issued on Tuesday, September 15, 2026, KAA said it sympathised with the passenger and acknowledged the frustration and inconvenience caused when belongings are misplaced during travel.
The authority clarified that the interaction captured in the video involved airline personnel and not KAA staff. However, it said passengers experience the airport as a single journey and that KAA, together with aviation partners, is committed to ensuring professional handling of such cases.
KAA explained that passengers collecting items left onboard aircraft may be required to provide identification and complete relevant documentation before the property is released.
The authority said the verification procedures are designed to ensure recovered items are returned to their rightful owners while maintaining security and accountability.
KAA has engaged the airline involved and other aviation stakeholders to strengthen passenger awareness on procedures for recovering belongings left onboard aircraft or within the airport.
Passengers have been urged to cooperate with verification requirements and seek assistance from airline or airport customer service teams whenever they require clarification.
KAA reaffirmed its commitment to a safe, secure and customer-focused travel experience.
