GACL introduces hotline and “mystery shopping” to fight airport extortion

The Ghana Airports Company Limited (GACL) is launching a two-pronged strategy to eradicate extortion and begging by airport staff. The initiative follows a high-level stakeholder meeting in Accra, where participants agreed on decisive actions to curb the illicit practices.

A key component is the introduction of a "mystery shopping" system. Under this program, individuals will secretly evaluate the conduct of airport personnel. Those found engaging in extortion will face a "name and shame" campaign, publicly identifying them through media channels. GACL stated that convicted staff will be subject to disciplinary action and barred from working at any airport or its vicinity.

To facilitate passenger reporting, GACL has established a dedicated hotline, 0542175636. Passengers can report incidents via phone call, WhatsApp, or SMS, providing details such as the officer's name, agency, date, time, and location. This hotline covers personnel from various agencies, including immigration, customs, police, and airlines, as well as airport concessionaires.

GACL stressed that passengers have the right to request identification from any airport official and should obtain receipts for all payments. The company is collaborating with stakeholders to enhance airport standards and bolster Ghana's reputation. Public cooperation in reporting misconduct is deemed crucial for building confidence in the country's airports and positioning Ghana as a premier aviation hub in West Africa.

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