A new passenger complaints portal designed to provide travellers with a faster and more accessible way to report aviation-related concerns and seek redress has been launched in Accra.
The digital platform, introduced by the Ghana Civil Aviation Authority (GCAA), allows passengers anywhere in the world to submit complaints through a guided and user-friendly online interface.
The portal is expected to help ensure timely reporting and resolution of passenger complaints while strengthening consumer protection in the aviation industry.
It will also help regulators to gather data to track service quality and identify systemic issues across airlines and airport service providers.
Improve service delivery
Speaking at the launch to mark World Consumer Rights Day in Accra last Monday, the Minister of Transport, Joseph Bukari Nikpe, said the introduction of the portal formed part of the government’s efforts to strengthen passenger protection and improve service delivery within the aviation industry.
He stated that aviation was not only about aircraft, airports and infrastructure but also about building trust and confidence among passengers who relied on the system for travel and business.
He explained that when passengers felt protected and fairly treated, they were more likely to travel frequently, which in turn would support tourism, trade, investment and job creation in the economy.
“Aviation is about people, trust and confidence. When passengers feel protected, respected and fairly treated, they travel more, and when travel increases, tourism grows, trade expands and investment flows,” he said.
Commendation
Commending the GCAA for spearheading the initiative, Mr Nikpe said the digital platform demonstrated how government institutions were using technology to improve accountability and enhance consumer experience.
He said the initiative also aligned with the government’s broader vision of promoting innovation and efficiency in public service delivery while positioning Ghana as a preferred aviation hub in West Africa.
The Director General of the GCAA, Rev. Stephen Wilfred Arthur, stated that the new portal was designed primarily to place passengers at the centre of aviation service delivery.
He explained that the digital platform would enable travellers to report complaints or suggestions quickly and receive timely responses, especially in cases where attempts to resolve issues with service providers, such as airlines or airport operators, had not been successful.
He added that the authority would also embark on a public education campaign to create awareness about the portal and encourage passengers to make use of it.
Passenger traffic
Rev. Arthur said passenger traffic in Ghana’s aviation sector had grown significantly in recent years, highlighting a need for stronger consumer protection mechanisms.
He said between 2021 and 2025, the country recorded about 14.2 million passengers, comprising more than 10 million international travellers and about 4.1 million domestic passengers.
He stressed that the growing passenger throughput made it necessary to introduce more efficient and accessible systems, such as the digital complaints portal, to protect travellers’ rights and improve service delivery.
Source:
www.graphic.com.gh