The Minister for Transport, Hon. Joseph Bukari Nikpe, has launched the Passenger Complaints Portal (PCP) to provide passengers with a convenient and accessible channel to report, track, and resolve complaints related to air transport services. The launch took place during the commemoration of World Consumer Rights Day 2026 at the Ghana Civil Aviation Authority under the theme “Safe Skies, Confident Passengers.”
The platform is designed to address common passenger challenges, including delayed or denied flights, cancellations, and missing luggage. It is accessible via the Authority’s website and QR codes available at airport terminals nationwide. Passengers are required to submit details including their name, contact information, ticket or luggage numbers, and the nature of the complaint. Upon submission, users receive immediate acknowledgement via email and SMS.
Speaking at the event, the Minister noted that as the government works to position Ghana as West Africa’s preferred aviation hub under the leadership of John Dramani Mahama, collaboration among regulators, airlines, and service providers remains essential to ensuring safe skies, passenger confidence, and improved service delivery.
He further stated that the aviation sector extends beyond infrastructure to include trust and confidence, noting that improved passenger protection can stimulate travel demand, tourism, investment, and job creation. The portal was also positioned as part of broader efforts to leverage digital innovation to improve accountability and support the government’s 24-hour economy agenda.
The Minister commended the Ghana Civil Aviation Authority for the initiative and encouraged passengers to utilise the platform to report concerns and seek redress. He also called on stakeholders, including regulators, airlines, airport operators, and consumer groups, to work collaboratively to maintain safety and competitiveness in Ghana’s aviation sector.
The Director-General of the Ghana Civil Aviation Authority, Rev. Stephen Wilfred Arthur, stated that the portal reflects evolving priorities in aviation governance, where transparency, passenger confidence, and effective complaint resolution systems are critical. He added that the platform enables passengers globally to lodge complaints while supporting data-driven improvements in service delivery and regulatory oversight.
The launch marks a step forward in strengthening consumer protection and enhancing the passenger experience, reinforcing the government’s commitment to a modern, competitive, and passenger-focused aviation sector.
The event was attended by the Deputy Minister for Transport, Hon. Dorcas Affo-Toffey, the Chief Director of the Ministry, Mr. William Kartey, representatives of airlines, officials from Ghana Airports Company Limited, security agencies, and other stakeholders.
