The Minister for Transport, Hon. Joseph Bukari Nikpe, has launched the Passenger Complaints Portal (PCP) which is to provide passengers with a convenient and accessible channel to report, track, and resolve complaints related to air transport services during the commemoration of World Consumer Rights Day 2026 at the Ghana Civil Aviation Authority (GCAA) under the theme, “Safe Skies, Confident Passengers.”
The platform is designed to help passengers address challenges such as delayed or denied flights, flight cancellation, missing luggage, etc, during air travel. Passengers can access the portal on the GCAA website and the available Quick Response (QR) codes at terminals across the country. The portal requires a passenger to provide his or her name, an active phone number, email address, the ticket or luggage numbers, and the complaint, which would be used by the institution to address the passenger’s issues. They are expected to receive an email and SMS indicating the acknowledgement of complaints immediately after they fill in the required information on the portal.
Speaking at the event, the Minister for Transport 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 would remain essential to ensuring safe skies, confident passengers, and improved service delivery.
He added that the aviation sector is not only about infrastructure but also people, trust, and confidence, stating that when passengers feel protected and fairly treated, they travel more frequently, which in turn promotes tourism, investment, and job creation. He further indicated that the Passenger Complaints Portal demonstrates how institutions are leveraging on digital innovation to improve accountability and support the 24-hour economy agenda.
Hon. Nikpe commended the GCAA for the initiative and urged passengers to take advantage of the platform to report concerns and seek redress where necessary. He also called on all stakeholders, including regulators, airlines, airport operators, and consumer groups, to work together to ensure Ghana’s skies remain safe and competitive, adding that this would position Ghana as a preferred destination for travellers.
The Director-General of the Ghana Civil Aviation Authority, Rev. Stephen Wilfred Arthur, explained that the portal reflects the evolving priorities of modern aviation governance, where passenger confidence, transparency, and effective complaint resolution systems are critical. He added that the new portal would provide a user-friendly and a technology-driven platform that allows passengers anywhere in the world to lodge complaints while enabling the Authority to gather data to improve service delivery and regulatory oversight.
The launch of the Passenger Complaints Portal marks a significant step in strengthening consumer protection and enhancing passenger experience, while reinforcing the government’s commitment to building a modern, competitive, and passenger-focused aviation sector in Ghana.
The launch was attended by the Deputy Minister for Transport, Hon. Dorcas Affo-Toffey, the Chief Director for the Ministry, Mr. William Kartey, and officials from the Ministry. Also present were Representatives of Airlines, representatives of the Ghana Airport Company Limited, Security Agencies and other stakeholders.
