KAA Responds After Viral Video of Passenger’s Lost Phone at JKIA

The Kenya Airports Authority (KAA) has clarified a viral social media video involving a passenger who sought to recover a mobile phone reportedly left onboard an aircraft after arriving at Jomo Kenyatta International Airport (JKIA).

KAA said the interaction shown in the video involved airline personnel and not its staff. The authority issued the clarification on Tuesday, September 15, 2026, following the circulation of the video online.

The authority said it understands the frustration passengers may experience when they lose or misplace personal belongings while travelling.

“We sympathise with the passenger and appreciate the frustration and inconvenience that can arise when personal belongings are misplaced during travel,” KAA said.

The authority added that passengers often experience their journey as a single process involving airlines, airport operators and other aviation stakeholders.

“Together with our aviation partners, we remain committed to ensuring that such interactions are handled professionally and with due consideration to the customer experience,” KAA said.

KAA Explains Identification Requirements for Recovered Items

KAA also explained the procedures passengers may have to follow when retrieving items left onboard aircraft.

According to the authority, passengers collecting recovered items may be required to provide identification and complete relevant documentation before the items are released.

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

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The verification process is therefore meant to strengthen security and accountability when handling passengers’ belongings.

Airline Engaged Over Passenger’s Lost Phone

KAA said it has engaged the airline concerned following the incident captured in the viral video. The authority is also working with relevant aviation stakeholders to strengthen passenger awareness on the procedures to follow when belongings are left onboard an aircraft or within the airport.

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KAA encouraged passengers to cooperate with the applicable verification procedures when seeking to recover lost property.

It also advised travellers to seek assistance from airline or airport customer service teams whenever they need clarification.

“KAA remains committed to working with all airport stakeholders to provide a safe, secure and customer focused travel experience,” the authority said.

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Photo of Kenya Airways Plane at JKIA
PHOTO/KAA