Kenya’s eVisa Stumbles: Navigating the New Terrain for Seamless Travel
A shift in Kenya’s electronic visa (eVisa) system has created ripples across the African travel landscape, impacting how travel professionals navigate entry requirements for their clients. The sudden transition from the Travizory platform to a new system under the e-Citizen framework has presented challenges, prompting a closer look at its effects on regional tourism and the broader implications for digital governance in the sector.
Initially, the Travizory system, launched in January 2024, garnered praise for its efficiency. Processing times were significantly reduced, with most applications cleared within 72 hours, a stark contrast to the previous 14-day period. The system’s reliability, boasting a 99.97% uptime, and its capacity to handle over 1.8 million applications in its first year, set a high bar for digital travel management. Furthermore, it incorporated advanced security measures, including real-time traveler screening and digital credentials, enhancing both convenience and security.
However, the unanticipated switch to the e-Citizen platform in March 2025, executed without prior notice or clear explanation, has introduced a new set of complexities. Travel professionals are now grappling with system glitches, delayed approvals, and a less user-friendly interface. These technical issues have tangible consequences, with reports of tourists missing flights due to processing delays, eroding the trust built by the previous system’s smooth operation.
The resulting disruption has sparked concern among industry stakeholders. The Kenya Tourism Federation has voiced its concerns about the rise in cancellations and the dip in bookings, directly attributed to the new system’s teething problems. This situation poses a threat to the positive growth trajectory witnessed in Kenya’s tourism sector, which had enjoyed a significant increase in visitor numbers following the introduction of the Travizory ETA system and the visa-free entry policy for several countries.
Adding to the complexity, Travizory Border Security is pursuing legal action against the Kenyan government, alleging intellectual property theft and breach of contract. This legal battle raises broader questions about digital governance and investor confidence in the region. Legal experts suggest that the outcome of this case could set a precedent for future government engagements with international technology partners, impacting how such collaborations are structured and managed.
For travel professionals operating in Africa, this situation underscores the importance of staying informed and adapting to evolving circumstances. While the Kenyan government works to address the technical issues and stabilize the new e-Citizen platform, agents must remain vigilant in monitoring updates and adjusting travel arrangements accordingly. Clear communication with clients about potential delays and exploring alternative travel options where necessary are crucial for maintaining service quality and managing expectations.
The eVisa system transition in Kenya serves as a valuable case study for the African travel industry. It highlights the need for robust contingency planning, transparent communication from government bodies, and the importance of considering the wider ecosystem when implementing digital solutions. As technology continues to shape the travel landscape, navigating these complexities effectively will be key to ensuring seamless travel experiences and fostering sustainable growth in the African tourism sector.
The charts below illustrate the stark difference in processing times and system reliability between the previous systems and the new e-Citizen platform. The first chart compares visa processing times, showing a significant increase with the new system. The second chart highlights the drop in system reliability, impacting the efficiency of travel arrangements.
