The tourism industry in Kenya is sounding the alarm over recurring issues with the Electronic Travel Authorisation (ETA) system, with stakeholders warning that these technical disruptions could severely damage the country’s economy and reputation as a leading travel destination. The ETA system, which was launched last year as a replacement for the traditional visa process, was intended to streamline entry requirements for visitors, offering a more efficient, secure, and user-friendly method of travel authorisation. However, a series of persistent technical glitches and system outages have thrown a wrench into the government’s plans, with far-reaching consequences for the tourism sector.
The Kenya Tourism Federation (KTF), which represents a variety of businesses in the industry, expressed its concern over the ongoing instability of the ETA system, which has been experiencing frequent crashes and delays since its recent upgrade. These failures have left many travellers stranded, facing long wait times and disrupted travel plans. According to the KTF, the technical breakdowns have caused significant inconvenience to tourists and business visitors, many of whom have been forced to cancel their trips or make last-minute changes to their itineraries. In some cases, travellers have been unable to even apply for authorisation or make payments due to system outages, resulting in financial losses for tour operators and other businesses reliant on the influx of international tourists.
The KTF has urged the government to take immediate action to resolve the issues, warning that continued disruptions could lead to long-term damage to Kenya’s tourism industry. “While we understand that the government’s goal was to modernise the system, the prolonged inefficiencies are having a severe impact,” said a spokesperson for the federation. “Tourism operators are already reporting cancellations, lost bookings, and a growing lack of confidence from travellers. This is undermining Kenya’s status as a top destination for international tourism.”
One of the key concerns raised by the KTF is the lack of adequate customer support for travellers who are facing difficulties with the ETA application process. The federation highlighted the absence of a dedicated emergency response channel for urgent cases, which has left many travellers without recourse when they encounter technical issues. Although immigration officials have been assisting on a case-by-case basis, the sheer volume of affected travellers means that the situation is becoming increasingly unmanageable. This lack of real-time assistance has compounded the frustrations of tourists and business visitors, further tarnishing Kenya’s reputation as a welcoming destination.
The ongoing problems with the ETA system have also had an adverse effect on Kenya’s position in global rankings of visa openness. In the latest report, Kenya dropped to 46th place out of 56 African countries, a significant decline from 29th place in 2023. This slip in the rankings is a reflection of the growing difficulties faced by international visitors in obtaining the necessary travel authorisation to enter Kenya.
Despite the government’s initial optimism that the ETA system would boost tourism numbers and improve efficiency, the current technical setbacks appear to be having the opposite effect. In 2024, Kenya’s tourism revenue reached Sh 452 billion, a notable increase from the previous year, but the potential for further growth is now threatened by the ongoing issues with the system. The KTF is calling for a comprehensive overhaul of the platform to ensure that it operates smoothly and reliably, so that the tourism industry can continue to thrive and contribute to Kenya’s economy.
The federation has urged the government to allocate more resources to stabilising the ETA system, emphasising the need for clear timelines for resolution and a crisis management desk to handle urgent cases. Only by addressing these challenges swiftly can Kenya hope to restore its reputation and ensure that the tourism sector remains a vital contributor to the national economy.
