The government has launched a digital complaints platform for airline passengers as part of efforts to strengthen consumer protection and improve accountability in the country’s aviation sector.
The Passenger Complaints Portal (PCP), introduced by the Ghana Civil Aviation Authority (GCAA) during the 2026 World Consumer Rights Day celebration, is designed to provide passengers with a formal channel to report grievances such as delayed flights, lost baggage and service issues.
Transport Minister, Joseph Bukari Nikpe said the initiative forms part of government efforts to position Ghana as a competitive aviation hub in West Africa while strengthening passenger confidence in air travel.
The minister said the aviation industry plays a critical role in supporting tourism, trade and investment, adding that passenger protection is central to the sector’s growth.
“When passengers feel protected, respected and fairly treated, they travel more. When they travel more, tourism grows, trade expands, investment flows and jobs are created,” Mr. Nikpe said at the event.
He said the digital platform reflects government’s broader push to use technology to improve public service delivery and enhance transparency in key sectors of the economy.
According to the Minister, the portal will allow passengers to submit complaints and feedback directly to the regulator, enabling authorities to monitor service delivery standards across airlines and airport operators.
The system also aims to address gaps in the traditional complaint-handling process, which often relied on manual reporting and slower response times.
Director-General of the GCAA, Rev. Stephen Wilfred Arthur, said the portal is designed to facilitate timely reporting and resolution of passenger complaints during travel.
“This portal is all about the passenger,” Rev. Arthur said. “It is a digital interface to ensure very timely reporting and also resolution of any complaints or suggestions that a passenger may have in the course of their travel journey.”
Passengers are expected to first attempt to resolve issues directly with the airline or service provider. If the issue remains unresolved, they can escalate the complaint through the portal to the aviation regulator.
Rev. Arthur said the system is integrated across multiple digital channels, including the authority’s website, QR codes displayed at airport terminals and other online platforms to improve accessibility.
The portal will also operate within the framework of the country’s aviation consumer protection directives, which outline the rights of passengers and the timelines for resolving various types of complaints.
According to the GCAA, the response period may differ depending on the nature of the complaint, with cases involving delayed flights, baggage handling and other service issues handled under different timelines specified in the directives.
Authorities say the platform forms part of a broader strategy to improve customer satisfaction and strengthen Ghana’s reputation as a preferred aviation destination.
The regulator also plans to undertake an awareness campaign to educate passengers on how to use the system and better understand their rights when travelling through Ghana’s airports.
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