
By Joseph Dwamena
Apart from ‘Fellow Ghanaians’ which was widely used by former President Nana Addo Dankwa Akufo-Addo during the Covid-19 era, I think another catchphrase of his was ‘Akwaaba, its our welcome word’.
When I worked as a presidential correspondent, I was extremely fixated on the idea that, on any given occasion, especially during international conferences, I could somehow accurately recite at least the opening two lines of the past president’s speech.
President Akufo-Addo would probably greet the august meeting with Akwaaba, and encourage them to take advantage of Ghana’s gracious hospitality.
However, the way some of our brothers and sisters at Kotoka International Airport, our main airport, are presenting themselves to tourists from all over the world has been embarrassing for a while.
Anything for the boys?
We have received praise for our world-renowned hospitality on multiple occasions. This is greatly exemplified by the well-known event “Beyond the Return,” where Ghana has hosted innumerable celebrities throughout the years.
The Kotoka International Airport is the only way for these superstars to enter and leave our nation.
The way and speed at which certain airport employees humiliate our country, rather than conduct themselves professionally, is simply unthinkable. “Sir, anything for the boys, Madam, something small like coins” is now used instead of the well-known Akwaaba to welcome people. This dishonourable practice is also used by immigration officers and other people you might have assumed should know better.
Even with closed-circuit televisions watching them, they disregard caution, and manage to extort some cash from you.
It’s interesting to note that these individuals will always try to get you to pay something during check-in, no matter how hard you try. One airline passenger service agent harassed me for MoMo during my check-in at the Kotoka International Airport. She was waiting for the MoMo at the boarding gate, despite my attempts to swerve her. Odd, huh?
The washrooms and car parks
People follow you to the restroom when you think you’ve had enough of the lobby and can finally relax, providing you with unnecessary amenities like opening doors for you and pointing out the sink. “Anything for your boy chief?” is the next crucial question. To put it mildly, this is really embarrassing.
Another terrible location is the parking lot, where people are either hounded to accept assistance even when they politely refuse it. Either they assist you in getting your car out of the parking lot or they forcibly carry your bags. Then, as is customary, they ask, “Anything for your boy sir, some coins?” try and tell them you have no cedis, they will confidently tell you they take pounds or dollars or even any denomination you have on you.
I have no doubt that many worried Ghanaians have begged the government to address this issue, but it appears that nothing is changing and that it is even becoming worse every day. Seeing people in uniform blatantly asking for money is terrible, and gives the outside world the wrong impression of our dear nation.
First port of call
Every nation’s main first port of call is the airport, and the impression we make there creates a lasting impression on those who utilize it.
Those of us who have had the opportunity to visit other nations, at least, do not witness this type of repulsive behaviour at airports. The government would be wise to crack the whip, and get rid of these individuals. Automating the majority of airport operations is likely one way to address this problem for the Ghana Airports Company or the Ghana Civil Aviation Authority.
Self-service check-in kiosks is one of the first step in automating the passenger journey. Airports are now implementing end-to-end solutions across terminals, expediting the travel flow from check-in to boarding. A lot of smart systems are being adopted including document scanners to recognize and verify travelers at security.
In my opinion, this would lessen the number of persons posing as employees there and spare our nation from this humiliation. We have positioned ourselves as the entry point to West Africa, and we can only maintain this position if we improve the quality of our services.
Kwame Governs Agbodza, the Minister of Roads and Highways, during his vetting last week, expressed worries about the amount of immigration agents at the airport, and I wholeheartedly concur. Personally, I believe they should be severely reduced in number since they are too many.
Over time, airports have undergone changes. In an effort to enhance the traveler experience, customers are being heard and their offerings are being changed. The majority have moved from just providing services to focusing on business and are constantly searching for ways to retain loyal clients.
It is our responsibility to make sure that the internationally acclaimed Akwaaba is preserved before “anything for the boys” takes its place. Airport officials must always look for ways to improve the visitor experience and make the facility cozier and more welcoming, such as integrating local culture and art and creating areas that link travelers to the surrounding area. By doing this, we will improve the convenience, comfort and enjoyment of the airport experience for travelers rather than allowing a few jerks to bother other people.