Tourism industry voices concern as KWS rolls out 'KWSPay' payment system

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Tourism stakeholders have expressed disappointment and growing anxiety following the launch of the Kenya Wildlife Service’s (KWS) new payment platform, KWSPay, which replaces the longtime eCitizen system for park and conservation fees.

What was promoted as a digital advance has stirred fears among operators and guides that the cost of visiting Kenya’s national parks may climb--at the very moment the country is vying for international travellers.

Prominent coastal hotelier Mohammed Hersi did not mince words.

“Firstly, KWS have ignored the court order … then suddenly a new change where banks have been taken out,” he wrote on his social-media page, a comment that quickly spread through tourism-industry groups.

At a time when competitors such as Botswana, South Africa and Tanzania make entry simple and bank-card free, Hersi and others feel Kenya may be shooting itself in the foot.

The rollout was formally announced in a press release published on Saturday by KWS Director-General Prof Erustus Kanga and eCitizen Director-General Amb Isaac Ochieng.

The document said the new system allows multiple payment channels — M-PESA, bank cards, bank transfers and eWallets — and will apply a monthly U.S.-dollar exchange rate aligned with the Central Bank of Kenya to reflect currency fluctuations.

A nominal administrative fee applies under Gazette Notice No. 17422 (22 December 2023).

KWS also introduced a 5 % gateway levy plus card-provider charges up to 3.5 %, depending on payment method.

Though KWS describes the platform as “a more seamless, enhanced and flexible process for booking and making payments for conservation fees and other KWS services,” the reaction has been mixed.

On the organisation’s own Facebook page, comments ranged from cautious praise to outright frustration.

One user posted, “This is too much,” reflecting concern that mobile-money convenience is being undermined by cost and system complexity.

KWS responded in the thread by affirming that “all our services have since been onboarded and greatly improved” and inviting user feedback on issues.

Tourism guides in the Rift Valley and coastal regions are already reporting hesitant bookings.

“When travellers hear of layered fees and exchange-rate uncertainty, they pause. Africa competes now not just on wildlife but on price transparency,” one registered guide told Avdelta News off-record.

KWS and eCitizen counter that the move was prompted by persistent failures in the old eCitizen system — including repeated outages during high-demand periods, payment-gateway glitches and customer grievances.

They emphasise that payments made under the pilot phase will be honoured and that user guides are available on both the KWS website and the eCitizen portal.

As Kenya positions itself as a premier destination for global nature and marine tourism, industry stakeholders say the next few months are pivotal.

If the transition is smooth and fees remain predictable, the upgrade could enhance visitor experience.

But if costs rise or confusion deepens, Kenya risks undermining the very “golden goose” — its wildlife parks — that tourism depends upon.