KWS Rolls Out Radical Changes To Nairobi National Park After Tourists' Complaints

The agency said the move is intended to cut down wait times and enhance the overall experience at one of Kenya’s most visited parks.

Viral Tea Ke Writer Viral Tea Ke Writer
May 18, 2025 - 21:27 Updated: May 18, 2025 - 21:28
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KWS Rolls Out Radical Changes To Nairobi National Park After Tourists' Complaints
Entrance to the Nairobi National Park. /KENYA WILDLIFE SERVICE

On Sunday, May 18, the Kenya Wildlife Service (KWS) unveiled major changes to how tourists access Nairobi National Park, just a day after complaints surfaced about long entry lines.

In a statement, KWS announced the introduction of two new express lanes exclusively for visitors with prepaid tickets.

The agency said the move is intended to cut down wait times and enhance the overall experience at one of Kenya’s most visited parks.

"To further enhance convenience and reduce entry wait times, we have introduced two express lanes exclusively for prepaid ticket holders at Nairobi National Park," the KWS announced.

Tourists queuing outside the Nairobi National Park on May 17, 2025. /ADRIAN BLOMFIELD

KWS pre-paid tickets are digital entry passes that tourists can buy in advance when planning a visit to Nairobi National Park. To use the system, visitors must create an account on the e-Citizen platform.

The need for express lanes became clear after prepaid ticket holders faced delays on Saturday, May 17, despite having bought their tickets early. Technical issues with the portal caused significant slowdowns, sparking frustration and backlash from tourists on social media.

As a result of the glitch, those with prepaid tickets had to queue alongside visitors still trying to purchase theirs at the gate via e-Citizen.

In response, KWS encouraged tourists to keep using the prepayment option, highlighting that the new express lanes would allow for quicker and more efficient entry.

KWS also noted a major achievement: 60 per cent of visitors to Nairobi National Park are now using the prepaid ticketing system.

An upgraded ticketing system was launched by KWS on February 5, 2025. It was rolled out alongside enhancements to the eCitizen Payment System to boost revenue collection and make visitor entry more efficient, thus reducing the challenges reported by Kenyans in paying for the park services.

Earlier this year, a malfunction hit the eCitizen platform, leaving scores of Kenyans relying on it stranded. They took to social media to share their frustrations following the unavailability of the critical system.

Tourists, including those visiting Nairobi National Park, were left stranded after facing significant challenges due to the malfunction of the eCitizen platform. 

A lioness at Nairobi National Park. /KENYA HOLIDAYS

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