GCAA launches Passenger Complaints Portal Amidst Praise from Transport Minister

GCAA launches Passenger Complaints Portal Amidst Praise from Transport Minister

The Ghana Civil Aviation Authority (GCAA), on Monday, March 16, 2026, launched its Passenger Complaints Portal (PCP) at the Authority’s headquarters, Accra International Airport, to mark World Consumer Rights Day, which fell on Sunday, 15 March 2026.

The portal is an online platform that enables air passengers with grievances to lodge complaints with the GCAA for redress.

Launching the portal, the Minister of Transport, Mr Joseph Bukari Nikpe, praised the collaboration between his ministry, the GCAA and the Ghana Airports Company Limited in ensuring the effective functioning of the aviation sector.

He noted that as a central hub in the West African sub-region, Ghana’s aviation sector must ensure strong connectivity and quality service delivery, and be constantly cognisant of the fact that “the customer is always king,” and must always be treated as such.

Mr Nikpe said the aviation sector’s customised theme for this year’s World Consumer Rights Day, “Safe Skies, Confident Passengers,” reflects the commitment of aviation stakeholders to maintaining a strong and efficient sector that continues to contribute to the country’s economy.

According to him, the theme also reflects the government’s vision for Ghana’s aviation sector — one that is safe, efficient, competitive and centred on the passenger.

He stressed that the aviation sector is not only about aircraft and equipment; but also about people, trust and confidence.

Mr Nikpe, who is the MP for Saboba in the Northern Region, added that when passengers feel protected, respected and fairly treated, they travel more frequently.

“When passengers travel more, tourism grows, the economy expands, investments increase and jobs are created. In other words, confident passengers strengthen the national economy,” he said.

Mr Nikpe further stated that the government is committed to positioning Ghana as an aviation hub and destination in West Africa and globally.

He noted that under the leadership of President John Dramani Mahama, the government’s reset agenda seeks to transform every sector of the economy through efficiency, transparency and innovation, with the aviation sector playing a key role.

The Minister said the Passenger Complaints Portal demonstrates how government institutions are leveraging digital innovation to empower passengers and improve accountability, while supporting the 24-hour economy.

Mr Nikpe commended the GCAA for strengthening consumer protection and urged passengers to make use of the portal to raise issues and seek redress where necessary.

He also encouraged stakeholders, including government institutions, regulators, airlines, airport operators and consumer organisations, to work together to ensure Ghana’s skies remain safe and services competitive.

“This will ensure that every passenger travels with confidence and satisfaction, making Ghana a preferred destination for travellers,” he added.

For his part, the Director-General of the GCAA, Rev. Stephen Wilfred Arthur, said the theme reflects the evolving priorities of modern aviation governance.

He explained that while safety remains the foundation of the aviation industry, passenger confidence, transparency and effective redress mechanisms are increasingly essential for the sustainability and credibility of the global air transport system.

Rev. Arthur noted that the International Civil Aviation Organization (ICAO) declared last year the Year of Facilitation, emphasising the importance of passenger-focused services in aviation.

He said that since the introduction of the GCAA Economic Directives Part 2 under the Consumer Protection Directives in 2019, Ghana has significantly strengthened its passenger rights framework.

Providing statistics, he revealed that between 2021 and 2025, Ghana’s aviation sector recorded approximately 14.2 million passengers, including over 10 million international passengers and about 4.1 million domestic travellers.

Rev. Arthur mentioned that within the same period, the GCAA directly engaged over 60,000 passengers through education on passenger rights and onsite complaint resolution at various airport terminals.

He noted that these engagements represent approximately 0.4 per cent of the total passenger traffic and reflect the general satisfaction of the travelling public, while also highlighting the need to expand accessible complaint mechanisms.

Rev. Arthur explained that passenger complaints have traditionally reached the Authority through various channels such as terminal consumer protection desks, emails, phone calls, website submissions and walk-in engagements at the Authority’s headquarters.

He said during his more than three decades of experience in the aviation industry, especially while he served as Director of the Economic Regulations and Business Development (ERBD), passengers with grievances often reached out to him across different parts of the world seeking assistance with travel concerns.

These experiences, Rev Arthur noted, made it clear that passengers needed a more accessible, well-structured and technology-driven platform for their concerns to be heard.

He explained that this realisation led to the development of the Passenger Complaints Portal, a self-service digital interface that allows passengers anywhere in the world to lodge complaints through a guided and user-friendly system.

According to Rev. Arthur, the portal will also provide the Authority with valuable regulatory data to monitor service quality, identify systemic issues and strengthen evidence-based regulatory oversight.

Rev. Arthur emphasised that consumer protection is meant to complement the work of airlines rather than hinder it, noting that it is aimed at ensuring that the passenger’s travel journey is pleasant and that when challenges arise, stakeholders can work together to resolve them and restore the passenger’s confidence.

The Acting Director of the GCAA’s Economic Regulations and Business Development Department, Mrs Patience Bonsu, said this year’s celebration of World Consumer Rights Day serves as a reminder that when passengers feel respected and protected, they travel with greater confidence.

She called for stronger collaboration among regulators, airlines, airports, service providers and consumer advocates to ensure the continued growth of Ghana’s aviation sector in safety, professionalism and passenger confidence.

Accompanying the Minister to the event were Deputy Minister of Transport, Dorcas Affo-Toffey, who is also the MP for Jomoro in the Western Region and the Chief Director of the Ministry. Representatives of airline operators, security agencies and other aviation stakeholders were also present.