KAA Explains Lost Property Rules After Viral JKIA Phone Video

The Kenya Airports Authority (KAA) has issued a public advisory detailing standard protocols for retrieving items left aboard aircraft or within airport terminals, responding directly to a viral video showing a heated exchange over a misplaced mobile phone at Jomo Kenyatta International Airport (JKIA).

The advisory follows widespread circulating social media footage capturing a tense confrontation between a passenger seeking to recover her lost phone and an airport worker. In the clip, the employee insists that the passenger present an original identification document and complete formal sign-off procedures before handing over the device, prompting complaints from the traveler regarding the stringency of the process.

Clarifying its position in a statement issued Tuesday, September 15, KAA confirmed that mandatory verification protocols remain essential for safeguarding passengers’ personal property.

“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. These procedures are intended to ensure that recovered property is handed over to its rightful owner,” KAA stated.

“Involved Airline Personnel, Not KAA Staff”

Addressing reports surrounding the incident, KAA distanced itself from direct involvement, confirming that the worker featured in the video was employed by an airline rather than the authority.

“We wish to clarify that the interaction captured in the video involved airline personnel and not KAA staff. However, KAA recognizes that passengers experience the airport as one journey, and, together with our aviatio**n partners, we remain committed to ensuring that such interactions are handled professionally and with due consideration to the customer experience,” the authority added.

The management further noted that it has initiated discussions with the specific airline and broader aviation stakeholders to bolster passenger awareness regarding property recovery guidelines. KAA urged travelers facing lost property issues to cooperate with established verification steps and seek guidance directly from airline or airport customer service teams.

“We encourage passengers to cooperate with the applicable verification procedures and to seek assistance from airline or airport customer service teams whenever clarification is required,” KAA concluded.

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