GCAA to launch consumer protection guidelines

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.