A new Kenya Wildlife Service (KWS) payment system has sparked outrage across Kenya’s tourism sector, with tour operators and travel agents warning it could disrupt operations and inflate costs for visitors.
The updated platform only accepts debit and credit cards or M-Pesa, eliminating bank transfers and eCitizen payments that businesses relied on for handling large transactions. Industry players say the change came without warning or consultation and is already complicating bookings for both local and international tourists.
According to the Kenya Tourism Federation (KTF), the new rules were introduced abruptly, locking out some payment options and introducing steep transaction costs. The federation says the system now attracts an 8.5 per cent processing fee for card payments, one of the highest rates seen on a government platform.
KTF chairman Fred Odek warned that the move is already causing losses for operators who had priced and signed contracts based on the old structure.
“The rollout of the new KWS park payment system has created unnecessary financial strain and uncertainty for operators who had already priced and contracted tours under the previous arrangements. The additional fees and limited payment options translate to unbudgeted losses and threaten existing contracts with our international partners,” said Odek.
He added that the new exchange rate being used by KWS, set at Ksh 135 per US dollar instead of the Central Bank’s Ksh 129, has further pushed up park entry costs.
The Kenya Association of Tour Operators (KATO) has written to KWS Director General Erastus Kanga demanding a review of the system. KATO chief executive Fred Kaigua said many companies are uncomfortable paying by card, especially for large amounts, due to security and cost concerns.
“Those are some who are able and willing to pay by card, but they are also very concerned that the transaction attracts charges of approximately eight per cent on the amount paid. This is deemed to be extremely high and a request has been made for this charge to be reviewed to not more than 3.5 per cent,” Kaigua said.
He urged KWS to restore bank transfers immediately to allow flexibility.
“KWS remains our very strategic partner, and the current situation with the credit/debit card is causing a lot of concern. We are requesting that KWS restore the bank transfer option as a matter of extreme urgency,” he said.
The federation has also called for broader consultations before any future system rollouts to avoid disrupting an industry that contributes billions to the economy and supports thousands of jobs.
“Collaboration and transparency remain key to maintaining Kenya’s position as a leading global tourism destination. KTF remains committed to working closely with KWS and the Ministry of Tourism and Wildlife to ensure that Kenya’s tourism industry remains sustainable, fair and competitive,” Odek said.
Tourism and Wildlife Cabinet Secretary Rebecca Miano has defended the new system, saying the changes are designed to enhance conservation efforts and improve the visitor experience.
KWS Director General Erastus Kanga assured visitors that those who had already paid through eCitizen before the new fees were announced would not be affected.
Still, tour operators say the payment overhaul risks slowing down bookings at a time when Kenya is trying to attract more international tourists and rebuild confidence in its wildlife destinations.
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