By N, KNA
The Kenya Tourism Fund (KTF) has called on the government to urgently review recent changes to the Kenya Wildlife Service (KWS) park ticketing portal, warning that the new payment system is imposing hidden costs, violating court orders, and undermining the competitiveness of Kenya’s tourism industry.
Speaking during a press briefing in Nairobi, KTF Chairman Fred Odek maintained that the system was introduced without consultation and in defiance of a court order issued on October 1, 2025 halting the implementation of revised park fees.
Odek pointed out that the upgrade had introduced a five percent gateway fee on all park transactions while restricting payment to M-Pesa and Visa cards only, making it difficult for tour operators and agents who handle large transactions daily.
“Someone has effectively found a way to skim about Sh370 million from the industry through hidden charges that were never gazetted nor discussed. We are not opposed to digitalization, but these changes must be transparent, lawful, and fair,” said Odek.
Further, the Chairman noted that the new system had replaced the previous eCitizen-based platform that was working efficiently, adding that the older system allowed multiple payment options and charged a flat one-dollar foreign transaction fee acceptable to the industry.
“We demand an immediate reversion to the former eCitizen platform and the removal of the hidden five percent levy,” he asserted.
The KTF chair also urged KWS to uphold the rule of law, stressing that a court order is not a suggestion but a binding directive.
He claimed that KWS, being a government agency, must lead by example in respecting judicial decisions and engaging industry stakeholders before making policy changes that affect their operations.
“Tourism is driven by the private sector, not the government. The government’s role is to create an enabling environment, not barriers. We remain committed to cooperation, but these issues must be resolved immediately,” Odek reiterated.
According to Odek, tourism players have warned that the payment restrictions and additional charges are threatening to reverse the gains made in the sector’s post-pandemic recovery and could lead to a loss of investor confidence.
Shazmin Manji, Chief Executive Officer (CEO) of Twiga Tours, said that the new system had already caused financial strain on tour companies.
“For one incentive group visiting Amboseli and Nairobi National parks, we incurred an additional 7,000 dollars in transaction and card fees,” revealed Manji, saying that Kenya already struggles with a perception of being an expensive destination, and these abrupt changes make it worse.
However, she explained that the industry operates on long-term pricing, often booking tours up to two years in advance and therefore sudden cost changes such as this affect pre-agreed contracts and force operators to absorb losses.
Cate Murimi, Managing Director of Classic Safaris, said the new rates were imposed without notice, with park entry fees for Nairobi National Park rising from 43 to 80 dollars within two days.
“Such abrupt increases disrupt business planning. To make it worse, we can’t pay through bank transfers anymore. For large group bookings, M-Pesa limits and card charges make transactions nearly impossible,” she lamented.
Murimi, in addition, also questioned the procurement process behind the new payment gateway.
“We are not against reform, but this is exploitation. Who approved a five percent charge when others offered similar services at one percent?” she posed.
Alex Avedi, CEO of Safarilink Aviation also underscored the fact that the move would have ripple effects across the tourism value chain.
“Tourism relies on predictability. Airlines and tour operators make investment decisions based on stability. These sudden changes portray Kenya as unpredictable and unsafe for investment,” he remarked.
Avedi warned that additional park charges and hidden fees were likely to drive tourists to shift to neighboring destinations.
“Tourists and agents need certainty. When rules keep changing, they look elsewhere and that’s how destinations lose their edge,” stated the Safarilink CEO.
He claimed that what KTF insists as support for modernization is actually financial sabotage disguised as reform.
“We accepted the President’s directive to move to eCitizen. Our objection is not the system but the hidden levies and lack of transparency behind it,” clarified Avedi.
The CEO further questioned the destination of the five percent collection, claiming there was no gazette notice or receipt to explain who receives the funds.
“If this is legitimate, let KWS publish the name of the payment service provider and the contract terms,” he added.
Mohanjeet Brar, Board Member of the Kenya Association of Tour Operators (KATO) assured that the entire tourism sector was united in its opposition to the changes.
“We are not a confrontational industry, but this level of unpredictability is untenable. Stability and trust are the backbone of tourism, and they are now being eroded,” explained Brar.
He added that without a stable and transparent policy environment, the industry risks losing ground to regional competitors.
“Government must engage stakeholders before enforcing new systems. Consultation and the rule of law are essential,” he advised.
The Federation urged the Ministry of Tourism and the Kenya Wildlife Service to hold urgent consultations with stakeholders to restore confidence and ensure a transparent and inclusive revenue collection framework.
