Tourism stakeholders in Kenya have urged government to urgently address ongoing inefficiencies in the country’s electronic travel authorisation (eTA) system, which is a major barrier for travellers to the country.

Tour operators, hoteliers and travel associations have raised concerns about technical glitches, delayed approvals and lack of clear communication.

“The main issue raised by agents and travellers is that the system frequently hangs, fails to complete applications and often prevents travellers and agents from making payments,” said Fred Odek, Chairman of the Kenya Tourism Federation.

There is no clear recourse for prospective travellers to make alternative arrangements if their eTA applications fail, he added.

“As Kenya does not offer a visa-on-arrival option, clients are unable to process their travel arrangements for Kenya. This situation has caused disruptions for travellers and tourism stakeholders. An urgent resolution is required.”

The eTA was introduced in January 2024 with the intention of streamlining visa processes and enhancing security. After initial teething problems, a system “upgrade” exacerbated the issues, according to industry members.

“While we fully appreciate that government’s intention was to modernise the eTA platform, protracted system inefficiencies have led to significant financial losses, reputational harm and operational paralysis across the tourism sector. Numerous travellers, including tourists and business visitors, have faced eTA application delays, payment failures or system blackouts with no clear resolution pathway,” said Odek.

Nicanor Sabula, CEO of the Kenya Association of Travel Agents (KATA), said KATA has received numerous complaints from agencies unable to access eTA services.

“As a result, they are losing business and dealing with frustrated travellers who are eager to visit Kenya. Despite raising our concerns with the immigration department, we continue to receive unsatisfactory assurances that the issue is being addressed,” said Sabula.

Overhaul needed

Joseph Kithitu, MD of Hemingways Travel, called for a complete overhaul of the system.

“I urge government to completely overhaul the system’s efficiencies to ensure quick and seamless access to visas for all visitors, enabling them to enter the country in the shortest time possible.”

Sabula suggested the re-introduction of visas on arrival while the issues are addressed.

“We are urging government to take immediate action, including instituting alternative measures such as issuing temporary visas on arrival while the system is being fixed,” he said.

Odek called for government to “mobilise all technical resources” to stabilise the platform and publicly confirm timelines for resolution of the system’s inefficiencies.

“In addition, there should be a dedicated crisis desk with direct escalation to the immigration department for urgent cases,” he said.