The Civil Aviation Authority of Madagascar (ACM) is committed to improving service quality at Ivato Airport. Passenger complaints and access to regulated zones are among the issues being examined. The ACM held a meeting on Friday, September 11 at Ivato, bringing together around fifteen sector stakeholders to examine difficulties reported by passengers and identify improvements needed in airport services.
This meeting follows discussions with the Ministry of Transport and Meteorology, during which several complaints concerning air transport and airport services were raised. For the ACM, the goal is to better address traveler concerns and strengthen the quality of their care.
"The purpose of this meeting is to strengthen service quality at the airport," explains ACM Director General Faniry Alban Rakotoarisoa. Several issues were raised, including passenger respect, handling of high-level officials, and support for unaccompanied minors.
Some complaints also concern practices deemed inappropriate. According to reports received by the ACM, some users faced requests for money during their airport passage or in connection with certain procedures. Inappropriate behavior by certain employees, including reporting to work with alcohol on their breath, has also been noted. However, the ACM clarifies that only verified complaints can be considered in its interventions.
The meeting also clarified the responsibilities of different airport actors. Each entity has its own missions and cannot substitute for others, but must act in a complementary manner to ensure better service to travelers. The ACM thus rejects the idea of systematic protection between colleagues when misconduct is reported.
Access to regulated zones was also examined. Training related to circulation badges should be better supervised and access to certain areas limited to authorized personnel only. The objective is to strengthen control of persons authorized to circulate in these zones.
For the ACM, improving services also means better considering user complaints. Clearer procedures and more rigorous handling should strengthen traveler confidence. "We are not shirking our responsibilities, but we will continue to strive to improve things," emphasizes Faniry Alban Rakotoarisoa. The ACM invites travelers to report incidents they experience so complaints can be verified and, if necessary, addressed.