AFRAA Airline Passenger Service Commitment

AFRAA AIRLINE PASSENGER SERVICE COMMITMENT

African Airlines members of African Airlines Association (AFRAA) have developed the Airline Passenger Service Commitment following consultation with the African Civil Aviation Commission (AFCAC), the International Council of Airports (ACI-Africa) and the African Union (AU).

The Airline Passenger Service Commitment contains non-legally binding commitments to deliver defined standards of service to air traveler. The code covers 14 areas: before travel, during travel and after travel. It describes the level of service air travelers may expect consistently from signatory airlines. It will enable air traveler to make a more informed choice of airline when planning their travel arrangements.

The airlines that are signatories to this Airline Passenger Service Commitment will continue to compete vigorously to meet the needs of customers by offering different products and different levels of customer service. They will endeavor to achieve the standards set out in this Airline Passenger Service Commitment on a consistent basis.

Signatory airlines will each develop their own individual service plans incorporating the Airline Passenger Service Commitment. Signatory airlines will establish staff training programmes and introduce changes to their business systems if required to implement the Airline Passenger Service Commitment. During this implementation, some elements of the Airline Passenger Service Commitment may not be delivered immediately by every airline.

click here to download the airline passenger service commitment document