Kenya embarked on a bold digital transformation aimed at revolutionizing the travel experience for visitors. Partnering with Swiss tech firm Travizory Border Security, the government launched the Electronic Travel Authorization (ETA) system—a secure, efficient platform designed to streamline entry, bolster national security, and position Kenya as a tech-driven destination.
The move marked a stark departure from the outdated e-Visa system, which had long been plagued by inefficiencies. Operated by a local firm under the e-Citizen platform, the legacy system frustrated travelers with its tedious requirements: separate applications for each family member, processing times of 3–5 days, unexplained fees (including overcharges exceeding $10), and frequent technical outages. Many applicants faced double payments, missing receipts, and vague instructions, often resorting to follow-ups to resolve issues.
“Our clients were constantly frustrated,” said Irene Odhiambo, a Diani-based tour operator. “We’d waste hours fixing problems that should’ve been addressed by the system itself.”
More alarmingly, the old platform allegedly left millions of travelers’ sensitive records—including passport copies of diplomats and high-ranking officials—publicly exposed online for years, with no encryption or basic safeguards.
A Game-Changing Shift
The January 2024 rollout of Travizory’s ETA system transformed this broken process overnight. Families could now apply together in just 10–15 minutes, with full fee transparency and direct remittance to the National Treasury. Processing times plummeted from 14 days to 72 hours—or under 36 hours for most applicants—while the system achieved 99.97% uptime, handling over 1.8 million applications in its first year with just 13 minutes of downtime.
“Travizory’s system revolutionized our immigration desks,” remarked a senior JKIA official speaking anonymously. “Visitors arrived pre-cleared, allowing us to process arrivals faster and more securely.”
The impact was undeniable: Kenya saw a 40% surge in foreign visitors within three months, alongside the return of Brussels Airlines, which cited the visa-free regime as a key factor. The ETA also introduced cutting-edge features like group applications, biometric scanning, Digital Travel Credentials (DTCs), and real-time watchlist screening—earning a 97% satisfaction rating and a 4.6-star app store rating.
Sudden Reversal Raises Questions
Yet on March 8, 2025, this progress came to an abrupt halt. Without warning, the government replaced Travizory’s system with a new platform under e-Citizen, developed by an undisclosed vendor. Though it mimicked Travizory’s design—sparking accusations of IP theft—the new system lacked critical security and support features. Travelers now report delayed approvals, glitches, and opaque rejections, while tour operators face a wave of cancellations.
“The difference is night and day,” said Nairobi tour operator Boniface Mwangi. “Clients are missing flights due to unresolved approvals.”
The backlash grew so severe that the Kenyan Tourism Federation issued an urgent plea for intervention, citing losses from cancellations and declining bookings.
Legal Storm on the Horizon
Behind the scenes, Kenya now faces a multi-million-dollar lawsuit from Travizory, which alleges its proprietary software and algorithms were unlawfully replicated by local firms—some allegedly tied to government insiders. Legal experts warn the case could tarnish Kenya’s reputation among tech investors, noting Travizory’s backing by major European VC firms and sovereign funds.
“This lawsuit signals that Kenya may not be a safe jurisdiction for digital innovation,” cautioned an international arbitration expert.
A Crossroads for Kenya’s Digital Ambitions
Kenya’s ETA saga is more than a technical dispute—it’s a test of the nation’s commitment to progress, transparency, and the rule of law. After a groundbreaking leap forward, the sudden reversal has left travelers, businesses, and investors questioning the government’s priorities.
