Air Transport: Passenger Service Quality Under Scrutiny in Douala

The proceedings of the 13th edition of the Service Quality Forum were officially opened on Tuesday, October 27, 2026, at the Cameroon Civil Aviation Authority (CCAA) Training Centre in Douala. The opening ceremony was presided over by Mr. Ritzentelar Chinanga Akkum, Head of the Air Transport Division, representing Ms. Paule AVOMO ASSOUMOU KOKI, Director General of the CCAA. All stakeholders in the air transport sector are taking part in this four-day meeting, which aims to achieve a new level of excellence in passenger comfort, safety, and satisfaction.

The proceedings of this 13th edition, running until October 30, opened with a solemn minute of silence in tribute to members of the aviation community who passed away in recent months. The event is being held at the CCAA Training Centre in Douala, a centre of excellence. The presence of key industry stakeholders—including representatives of the Ministry of Transport, Airports of Cameroon (ADC), ASECNA, airlines, and partner administrations such as Border Police, Customs, Health Services, and the Gendarmerie—demonstrates the maturity and sustainability of this unique consultation framework.

In his opening address, the representative of the CCAA Director General emphasized that this edition should deliver tangible outcomes in several key areas: improving the passenger journey, enhancing assistance for persons with reduced mobility (PRMs), clarifying assistance obligations in the event of flight delays or cancellations, and increasing transparency in the handling of complaints. Above all, the forum is expected to contribute to the ongoing modernization of Cameroon’s aviation sector.

It is worth noting that this consultation framework has already achieved major strategic milestones, including the successful organization of the 12th CAPSCA meeting on public health emergencies, the national consultation on the Advance Passenger Information/Passenger Name Record (API/PNR) system, the approval of flight schedules for the 2026–2027 winter season, and the effective implementation of the National Air Transport Facilitation Programme (PNFTA).

Over the course of four days of intensive discussions, experts and airport stakeholders are expected to demonstrate rigor, openness, and a spirit of innovation during the workshops. In practice, service quality is measured directly by flight punctuality, shorter waiting times at checkpoints, proper baggage handling, and the courtesy of the services provided to passengers.

Through this initiative, the CCAA reaffirms its commitment to making every national airport a showcase of excellence, where the quality of services provided becomes a defining hallmark of Cameroon’s aviation secto.