By Mohamed Attia
Minister of Civil Aviation Sameh El-Hefny reaffirmed the ministry’s commitment to prioritising passenger satisfaction and meeting travellers’ needs as core aspects of its mission. During a recent meeting with airport directors at the ministry’s headquarters, he highlighted the critical role of delivering high-quality service to compete globally and called for proactive and innovative approaches to boost the financial and investment returns of Egypt’s airports.
El-Hefny underscored the importance of continuous safety assessments, pointing out that achieving excellence relies on the quality of interactions with passengers. He also emphasised the need for airport managers to be proactive in dealing with operational challenges and emergencies, especially during peak travel periods.
The minister called on directors to develop a comprehensive approach to optimise the passenger experience, focusing on key areas such as check-in counters, passport control, visa services, baggage claim, and other essential service zones. He noted that airport managers are best positioned to understand passenger needs, stressing that effective, quick decision-making is crucial for ensuring smooth airport operations.
El-Hefny also directed the managers to formulate contingency plans for anticipated operational pressures, highlighting the importance of ongoing training for airport coordinators to guide passengers efficiently. He advocated for regular safety and quality management training for airport staff to enhance their crisis management capabilities, fostering a collaborative environment with other agencies to improve service fluidity.
The meeting, which included Deputy Minister Montaser Manna and the head of Egyptian Airports Company, Capt. Ahmed Mansour, reviewed the operational plans at various regional and tourism airports, particularly in preparation for the holiday season. El-Hefny urged for regular meetings between airport managers to assess performance and turn observations into actionable improvements, ensuring a passenger-centric approach.
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