The Kenya Wildlife Service (KWS) swiftly moved to clear the air on Saturday after a video showed tourists stranded in long queues at the Nairobi National Park entrance.
An international journalist’s early morning video revealed a snarl-up at the park entrance, leaving tourists stranded for hours as they struggled to gain access.
According to the video, tourists endured hours of waiting in line while park staff reportedly allowed acquaintances to skip ahead, disregarding fairness and order.
''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 revealed.
He further condemned the system, warning that while tourism is vital for the country's economic growth, the flawed ticketing process is actively undermining the sector’s progress.
“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 continued.
In response, KWS issued a statement acknowledging the situation and apologising for the inconvenience caused to 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,” KWS stated.
While offering alternatives to customers, KWS advised tourists to prepay their park entry via eCitizen for faster, Express Park Access.
KWS also reminded the public that, in addition to the Main Gate, the park has other fully operational entry points at East Gate (off Mombasa Road) and Mbagathi Gate (Magadi Road, opposite Multimedia University) that can help ease congestion.
“By planning and exploring all available options, you help us protect your time, your experience, and your park,” KWS added.
The queuing system at Nairobi National Park was introduced as part of an enhanced ticketing system rolled out by KWS on February 5, 2025.
This system was implemented alongside upgrades to the eCitizen Payment System, aiming to improve revenue collection and streamline visitor access.
