Appearing before Parliament to answer questions on steps the Ministry is taking to improve service delivery and customer satisfaction for passengers flying commercial international airlines on the Ghana-Europe and Ghana-America routes, Aviation Minister, Joseph Kofi Adda, has indicated that the Ghana Civil Aviation Authority (GCAA) is to launch its consumer protection guidelines this month to address issues of passenger rights and service provider obligations (airline & airport operators).
“These directives generally seek to address issues concerning passenger rights, service provider obligations (Airline & Airport Operators) and where there are violations of the directives by service providers and the appropriate sanctions to be applied. These directives will be launched in April, 2019,” the Minister stated.
Mr. Adda explained that the Ministry, together with its agencies, have instituted regular meetings with the Board of Airline Representatives (BARGH) to discuss topical issues in the sector.
This initiative has culminated into periodic Breakfast Meetings. These meetings have been very fruitful and have also made significant impact in addressing issues relating to the sector and the need to offer services that meet the needs of the air travelling public.
Additionally, the Ghana Airports Company Limited (GACL) has developed Airport Behavioural Standards that seek to articulate requirements of airport line staff and in line with the expectations of passengers to enhance customer satisfaction.
This process forms part of a broader initiative to make travelling by air more appealing to passengers and to also make the Kotoka International Airport (KIA) more attractive. The initiative is also being enhanced by the Joint Aviation-Tourism Ministerial Committee which seeks to integrate the survey finds into an integrated dedicated policy document to guide all stakeholders at the operational level at the airport to meet certain customer requirement.
The Ministry of Aviation will intensify its monitoring activities regarding the need to improve performance of the operators in line with efforts to position Ghana as the preferred destination of choice for travelers.
He also added that the Ministry will continue to implement programmes aimed at ensuring overall service delivery and customer satisfaction through the introduction of a Total Quality Management (TQM) initiative that would maintain high quality standards at KIA.