Ghana’s CAA to launch electronic portal for complaints | By Gifty Ruth Odamtten | The Ghana Civil Aviation Authority (GCAA), the aviation sector regulator, is to roll out a new electronic passenger complaint portal by July 2025, which will provide passengers with a more convenient way to report issues such as flight delays, baggage problems, or denied boarding.
This platform, expected to be christened “Customer Happiness Portal”, will replace the outdated paper-based complaint system.
The Ag. Director-General of the GCAA, Rev. Stephen W. Arthur, who made this known at the 39th anniversary celebration event of the authority held at its new head office within the Kotoka International Airport enclave, said the new approach reflects the authority’s commitment to ensuring passenger satisfaction and enhancing the overall travel experience.
Established as the regulatory body for air transportation in Ghana, the GCAA has been pivotal in delivering essential air navigation services within the Accra Flight Information Region, which spans the nation’s airspace and the extensive Atlantic Ocean area in the Gulf of Guinea.
Over the past 39 years, the GCAA has maintained high standards of excellence, dedication, and professionalism, earning its position as a leading aviation authority in Africa.
A highlight of the anniversary event was the near completion of a state-of-the-art multi-agency command and control center, currently about 95% finished, located within the new headquarters. This advanced facility is set to enhance efficiency by streamlining passenger information processing, allowing airlines to electronically submit manifests to a single coordinating entity. This initiative is expected to bolster real-time information sharing among key government agencies, including National Security, Interpol, the National Intelligence Bureau, and Customs, thereby strengthening national security measures.
The 39th anniversary celebration was also an opportunity to recognise the hard work and dedication of current and retired GCAA staff, with long-service awards presented to commend their unwavering commitment.
Rev Arthur noted that as the authority looks ahead to its milestone 40th anniversary, it remains dedicated to enhancing aviation safety and security, contributing to the growth and prosperity of Ghana’s aviation industry and the nation as a whole.
Mr. John Kunyan Wumborti, acting commissioner of the Aircraft Accident and Incident Investigation and Prevention Bureau (AIB), congratulated the GCAA for its decades of dedication, resilience, and progress. He lauded the Authority for its collaboration and commitment to aviation safety since its inception.
In her remarks, Mrs. Yvonne Nana Afriyie Opare, Managing Director of the Ghana Airports Company Limited (GACL), emphasized the importance of continued collaboration between the GCAA and GACL to propel Ghana’s aviation industry to even greater heights.
Ghana’s CAA to launch electronic portal for complaints | AviationGhana
