By Amin Kef (Ranger)
The Sierra Leone Civil Aviation Authority (SLCAA) has reaffirmed its strong commitment to ensuring that all air travelers enjoy a smooth, secure and transparent flying experience through the proactive operations of its Consumer Protection Division (CPD).
The CPD serves as the first point of contact for passengers encountering travel related issues such as flight cancellations, delayed or missing baggage, denied boarding or refund delays. It also provides vital information on passenger rights and responsibilities, ensuring that travelers receive timely assistance and are treated fairly by airlines and service providers.
To make reporting and resolution easier, the SLCAA has introduced a QR Code Complaint Form that enables passengers to submit complaints directly from their mobile devices. The Authority has also launched a toll-free hotline, 8122 (available across all networks), to provide real-time support to travelers seeking guidance or redress.
According to the SLCAA, those initiatives reflect its continued dedication to promoting consumer confidence, improving service delivery and ensuring accountability within the aviation industry. The Authority emphasized that it remains guided by its core principle—“Putting Passengers First.”
As the festive and peak travel season approaches, the SLCAA is heightening its efforts to protect air travelers and guarantee that their journeys are safe, convenient and free from undue stress.
In a public notice issued recently, the Authority encouraged passengers facing any travel-related difficulty to contact its Consumer Protection Division for assistance. Whether it concerns flight disruptions, baggage mishandling, ticket refunds or information about air travel rights, the CPD is available to support all passengers across Sierra Leone.
To simplify the complaint process, the SLCAA has adopted digital reporting through a scannable QR Code system, which allows travelers to file complaints instantly and follow up on their cases electronically. The 8122 short code remains open to all networks for free communication with the Authority’s consumer protection officers.
“Your comfort and safety matter to us,” the SLCAA stated. “We are here to ensure every passenger receives fair treatment and timely support.”
This proactive approach demonstrates the Authority’s growing commitment to enhancing consumer experience promoting fairness, and strengthening confidence in Sierra Leone’s aviation industry.
Under the dynamic leadership of Madam Musayeroh Barrie, Director General of the Sierra Leone Civil Aviation Authority, the country’s aviation sector has witnessed one of its most transformative periods in history.
Appointed in 2023 by His Excellency President Dr. Julius Maada Bio, Madam Musayeroh Barrie’s tenure represents not only a milestone in achieving the President’s 30% women’s leadership representation goal but also a new chapter of innovation, transparency and progress for Sierra Leone’s aviation industry.
Over the past two years, she has implemented wide-ranging reforms that have strengthened institutional efficiency, expanded air connectivity and elevated Sierra Leone’s aviation governance to international standards.
Her achievements have not gone unnoticed on the global stage. During the 42nd International Civil Aviation Organization (ICAO) Assembly in Montreal, Canada, Madam Musayeroh Barrie was appointed Vice-Chairperson of the Administrative Commission, an international recognition that underscored Sierra Leone’s growing credibility in global aviation affairs.
She also oversaw the signing of a landmark Management Services Agreement between SLCAA and ICAO, which introduced structured training programs, technical cooperation and performance-based management systems aimed at raising the Authority’s operational standards.
Under her guidance, the SLCAA has secured key strategic partnerships, including collaborations with Overland Airways and Ethiopian Airlines, while the revival of Air Sierra Leone is progressing steadily. These developments are positioning the country as an emerging hub for efficient, reliable and consumer-centered air transport services in West Africa.
In just two years, Madam Musayeroh Barrie’s leadership has transformed Sierra Leone’s aviation industry from aspiration to accomplishment anchored on professionalism, inclusivity and international best practices.
With renewed confidence and direction, the SLCAA continues to soar higher under her stewardship, demonstrating that with vision, determination and integrity, the sky is no longer the limit but the beginning of endless possibilities for Sierra Leone.
