Strengthening Passenger Experience Across Kenyan Airports

In May and June 2026, TH Airport Consulting delivered the “Passenger Experience - A Key Success Factor for Airports” training programme to 33 customer service professionals from five Kenyan airports.

In collaboration with ACI Africa and the Kenya Airports Authority, the interactive training explored practical approaches to enhancing the passenger experience across different airport touchpoints. Through international best practices, case studies, and reflections on their frontline experiences, participants identified challenges and co-created actionable solutions to support seamless and memorable passenger journeys.

The programme highlighted the importance of developing skilled airport professionals alongside infrastructure modernisation, helping to strengthen customer-focused cultures and service excellence across Kenyan airports.

Shaping the Future of the African Airport Experience

From 28 March to 3 April 2026, TH Airport Consulting joined the ACI Africa Conference in Luanda, Angola, where our Managing Director Torsten Hentschel moderated the interactive panel discussion “Enhancing the Passenger Journey and Stakeholder Collaboration.”

The session brought together aviation leaders to explore how airports, airlines, regulators, and other stakeholders can work together to create seamless, accessible, and memorable passenger journeys. Discussions focused on collaboration, customer experience, innovation, and placing the passenger at the centre of the aviation ecosystem.

The session concluded with a shared vision for a unique and outstanding African Airport Experience.

Our panel featured the following distinguished aviation leaders:

• Fabrice Grondin, President ACI Africa, La Reunion
• Jorge Benchimol Duarte, CEO, Cabo Verde Airports, Cape Verde
• Fani Mphaphuli, Acting Group Executive: Operations Management, ACSA, South Africa
• Clóvis Rosa, Chairman of the Board of Directors, TAAG Angola Airlines, Angola
• Pierre Charbonneau, Vice President, Strategy Execution, ACI World, Canada

Our upcoming Training Courses for ACI Africa

TH Airport Consulting is a Trusted Training Partner with ACI Africa. The full training catalogue of which several courses are provided by TH Airport Consulting is available on the ACI Africa website . The training program is part of the African Airports Development Program and is uniquely designed to promote capacity building for African airports. The following virtual training courses will be or already have been delivered by our experts Torsten Hentschel and Mariola Ziolkowski in 2026:

• Passenger Experience - A key success factor for Airports (4 - 8 May, 8 - 12 June and 15 - 19 June 2026)

• Airport Terminal Planning, Facilitation and Capacity Optimization (20 - 24 July 2026)

• Airport Development and Master Planning (tbd)