Passengers in Ghana Gain Powerful New Travel Protection Tool
The Ghana Civil Aviation Authority has reaffirmed its dedication to prioritizing passengers in aviation policy and regulation by launching a new digital Passenger Complaint Portal (PCP) in Accra.
Passengers with unresolved complaints against airlines and other operators, such as denied boarding or lost or damaged luggage, can simply log on to www.gcaa.com.gh/pcp and file a complaint with the aviation sector regulator for prompt redress.
Speaking at the event to mark World Consumer Rights Day 2026, Director-General of GCAA, Rev. Stephen Wilfred Arthur, said modern aviation governance must go beyond safety to prioritise passenger confidence, transparency and effective redress mechanisms.
“This theme reflects the evolving priorities of modern aviation governance whilst maintaining safety as a foundation,” he noted, adding that consumer protection is now essential to the credibility and sustainability of the global air transport system.
Rev. Arthur highlighted Ghana’s progress in strengthening passenger rights since the introduction of the Consumer Protection Directives in 2019. Between 2021 and 2025, Ghana’s aviation sector recorded approximately 14.2 million passengers, including over 10 million international travellers.
Within the same period, the regulator directly engaged more than 60,000 passengers through education and on-site complaint resolution, demonstrating both growing awareness and the need to expand access to complaint mechanisms.
He explained that the new portal was developed in response to years of direct engagement with passengers, including personal experiences handling complaints across multiple time zones.
“It became clear that passengers needed a more accessible, structured and technology-driven platform,” he said.
The newly launched system allows passengers worldwide to submit complaints through a user-friendly digital interface, improving accessibility and enabling the regulator to gather data to monitor service quality and identify systemic issues.
Rev. Arthur emphasised that consumer protection is not a constraint on airlines but a complementary mechanism that enhances the overall travel experience.
“When passengers trust the system, they travel with confidence. When confidence grows, the entire aviation ecosystem benefits,” he said.
He called for stronger collaboration among airlines, airports and service providers to ensure accountability and maintain high standards across Ghana’s aviation value chain.
How the system works:
A passenger who has issues with a service must first lodge a complaint with the airline, airport operator, or any other service provider. If the issue is unresolved, then the passenger can file a complaint on the GCAA PCP portal.
Do you have a complaint /suggestion? Visit www.gcaa.com.gh/pcp
