From (left to right): Jonathan Curtis - Vice president, American Express, Collins Wanyonyi - Director SME Banking, Equity Bank, Barbara Macejovska - Marketing, American Express, and Misheck Gathiti, Head of Merchant Acquiring, Equity Bank, during the KeTIBA Gala Dinner.
Kenya’s travel industry is experiencing growth in regional tourism, driven by increased cross-border travel and the adoption of digital payment systems.
Agencies, hotels, and tour operators are adapting to meet changing traveller expectations, including faster and more transparent booking and payment processes.
At this year’s Kenya Travel Industry Business Awards (KeTIBA), stakeholders from travel agencies, airlines, hotels, digital platforms, and financial services discussed the sector’s opportunities and operational challenges.
Financial service providers highlighted the importance of reliable payment systems. Collins Wanyonyi, Director of SME Banking at Equity Bank, said, “Airlines, hotels, and agents need payments to move in real time. Our work is to ensure the systems behind those transactions are reliable so businesses can serve travellers without delays.”
Passenger movement within East Africa—between Nairobi, Zanzibar, Mombasa, Kigali, Entebbe, and Arusha—has been rising, supported by improved air links and regional tourism campaigns.
This includes safari tourism, business travel, weekend trips, and conferences, which has increased booking volumes for travel agencies.
Jonathan Curtis, Vice President at American Express, noted that premium travellers remain a key source of revenue for airlines and hotels, with smooth payment processes benefiting the entire tourism value chain.
Nicanor Sabula, Chief Executive of the Kenya Association of Travel Agents (KATA), said many agencies operate on thin margins and rely heavily on credit arrangements.
“Most travel agencies operate in a credit-heavy environment, customers book first and settle later, while airlines demand payment within strict timelines. This gap continues to be one of the sector’s biggest operational hurdles, especially during peak travel periods,” he said.
Sabula added that limited credit card limits have historically constrained agencies during high-demand periods such as school holidays and December travel.
KeTIBA continues to provide a platform for the industry to discuss standards, with awards recognizing agencies that improve digital systems, customer service, and product offerings.
