Tourist video prompts KWS apology as agency urges eCitizen use
The journalist described the entry system as disorganised and frustrating.
A video by a foreign journalist exposing delays at Nairobi National Park has sparked public outrage, forcing the Kenya Wildlife Service to issue an apology and offer solutions to ease congestion at the park’s main entrance.
In the video, which circulated widely on Friday morning, tourists were seen stuck in long queues, with claims that some visitors were being favoured by staff and allowed to skip ahead.
The journalist described the entry system as disorganised and frustrating.
"This is the shambolic system that continues to exist at the Nairobi National Park gate months after the new queueing system was introduced. People are still forced to wait in long queues, the management system is chaotic, people who are favoured by KWS staff are allowed to jump the queue, there is no rhyme or reason for it," the journalist said.
He added that the slow entry process was harming the country’s image and undermining tourism efforts.
"This is such a shame, tourists have been waiting for over an hour. Government officials cannot get this sorted out and give people a better first impression of this country," he said.
The Kenya Wildlife Service responded by acknowledging the problem and promising improvements to ensure a smoother experience for all visitors.
"We sincerely apologise for the long queues experienced this morning at the Nairobi National Park Main Gate. Your time and experience mean everything to us, and we’re working to make every visit as smooth as possible," read the statement.
KWS encouraged visitors to prepay for entry through the eCitizen platform to benefit from faster access and advised use of alternative gates to avoid the main gate congestion.
"To help you begin your adventure with ease, we encourage you to prepay your park entry via eCitizen for faster, Express Park Access," KWS said.
The agency added: "By planning and exploring all available options, you help us protect your time, your experience, and your park."
Visitors can also enter the park through East Gate (off Mombasa Road) and Mbagathi Gate (Magadi Road, opposite Multimedia University), which are fully operational.
The queuing system in question was introduced on February 5, 2025, as part of an enhanced ticketing system linked to eCitizen, aimed at streamlining park entry and improving revenue collection.
