More airlines eye Accra-UK, US routes

Africa World Airlines (AWA) has initiated processes to ply the Accra-London route in the not-too-distant future, Aviation Minister, Joseph Kofi Adda, has told Parliament

AWA is among other international carriers who have expressed their desire to ply the Ghana-Europe/America routes and are currently undergoing the necessary regulatory processes to enable them to start.

“As a result, the Ministry has received requests from airlines to ply the Ghana-Europe/America routes and the requests are being accorded the necessary attention and support. This will make available to travelers, a range of choices for passengers and also to encourage  operators  to  improve  upon  their  service  delivery  and customer satisfaction. Our own Ghana-based African World Airlines (AWA) has initiated processes to ply the Accra-London route among others.

It is our expectation that given these new entrants and coupled with the growing choice of operators to the travelling public, AWA will help also strive to improve service delivery and enhance customer satisfaction.”

Appearing before Parliament to answer a question posed by Samuel Okudzeto Ablakwa, the Member of Parliament for North Tongu on the 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, he 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).

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“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.

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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, as well as intensifying engagements with the Board of Airlines to address all concerns relating to effective service delivery and customer satisfaction.

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