Online Reporter
Judith Phiri, Zimpapers Business Hub
THE Airports Company of Zimbabwe (ACZ) (Private) Limited has commended the Common Market for Eastern and Southern Africa (COMESA) Competition Commission for the published guidelines to airlines operating in the COMESA region.
Noting the increase in the number of consumer complaints in the airline industry, the COMESA Competition Commission recently issued an informal guidance to airlines with respect to delayed flights, cancelled flights, overbooking, delayed, lost or damaged baggage; right to reimbursement and re-routing.
The guidance letter is to all airlines operating in the 21 countries of the COMESA region, with Zimbabwe an active member since rejoining in 2014.
In an interview, ACZ public relations and communications manager, Mr Tonderai Mangombe said the guidance was a progressive and passenger-focused framework that enhances consumer confidence and promotes greater competitiveness within the aviation sector in Zimbabwe and across the COMESA region.
“This development aligns with ACZ’s vision “to be the regional hub of airport services by 2030” and reinforces the company’s mission “to optimise the customer travel experience through the sustainable development and management of quality airports,” he said.
He said the COMESA Competition Commission’s guidance calls upon all aviation stakeholders to uphold the highest standards of consumer protection through collaboration among airlines, regulators and regional partners.
Mr Mangombe said in line with this, ACZ was committed to ensuring that Zimbabwe’s airports continue to exemplify regional compliance, operational excellence and exceptional customer service.
He added: “ACZ recognises the importance of integrating the COMESA Competition Commission’s directives into its Standard Operating Procedures (SOPs) and will engage with airlines, the Civil Aviation Authority of Zimbabwe (CAAZ) and the Ministry of Transport and Infrastructural Development to develop a national implementation framework aligned with the COMESA guidelines.”
Mr Mangombe said this initiative marks a significant step toward enhancing consumer protection, transparency, and accountability within the regional aviation sector—values that resonate strongly with ACZ’s commitment to sustainable and customer-centric airport operations.
The COMESA Competition Commission said they had observed an increase in the number of complaints handled in the sector from 2021 to 2024.
“The CCC, handled more than 10 complaints involving different airlines and most of them were on a large scale, affecting several passengers within one complaint. The complaints related to frequent flight rescheduling, associated long delays and flight cancellations as well as challenging flight connections, leaving many consumers stranded and inconvenienced.
“Increasing incidences of delayed, damaged or lost luggage; and failure by the airlines to provide necessary support to affected passengers, failure to compensate for the delays or cancellation, failure to provide accommodation or meals in case of prolonged delays or lack of guidance by the Airline to assist or follow up with passenger complaints,” it said.
It called on airlines to take note of this guidance to avoid being found in violation of the COMESA Competition Regulations.
