ACSA OR Tambo needs some attention.

I recently had the unfortunate experience of passing through ACSA OR Tambo Airport, and I feel compelled to share my concerns about the state of the facility and the overall quality of service. Unfortunately, my experience was marked by several issues that left me disappointed and concerned about the standard of service at what should be one of South Africa’s most prominent airports.

Firstly, the cleanliness and hygiene of the airport were far below expectations. Several areas, especially the bathrooms, were noticeably dirty and poorly maintained. There were visible signs of neglect, such as overflowing trash bins and uncleaned surfaces, which created an unpleasant environment. The lack of attention to these basic maintenance tasks raises concerns about the overall hygiene standards of the airport, especially considering the high volume of international travelers that pass through.

Additionally, the dimmed lighting throughout the airport was another issue that contributed to an unwelcoming atmosphere. Many areas felt dark and poorly lit, which not only made the airport feel less inviting but also posed potential safety concerns. It’s important that the airport maintains a bright, well-lit environment to ensure travelers feel secure and comfortable.

Another area of concern was the lack of security presence in the parking areas. There was minimal visibility of security personnel, which made me feel uneasy about leaving my vehicle in such a poorly monitored area. This lack of attention to security could be alarming for many travelers, especially those arriving or departing late at night. Furthermore, there was a noticeable absence of police officers on the premises, which only heightened concerns about safety and security.

Unfortunately, the poor service extended to the customs officials, both at departures and arrivals. Interactions with these staff members were unfriendly and unwelcoming. They lacked the courteous and professional demeanor one would expect at an international airport. Instead of assisting with a friendly attitude, many of the customs officers seemed disinterested and dismissive, which left a sour impression. This lack of professionalism from personnel who are the first and last faces travelers encounter is not acceptable for an airport of this magnitude.

Given the issues outlined, I believe it’s important for ACSA and the OR Tambo management team to make significant improvements to enhance the airport’s overall experience. Some key recommendations include:

1. Improved Cleanliness and Maintenance: A thorough cleaning and regular maintenance schedule should be implemented throughout the airport, especially in high-traffic areas such as restrooms and seating areas. This will ensure a more hygienic and welcoming environment for all passengers.

2. Better Lighting: The lighting throughout the airport should be brightened to create a more welcoming, safer, and pleasant atmosphere. This would also improve visibility and enhance the airport's overall aesthetic.

3. Increased Security Presence: There should be a visible security presence in the parking areas and throughout the airport. Increased patrols and the presence of police officers would not only improve safety but also provide peace of mind for travelers.

4. Improved Customer Service from Customs Officials: Training and sensitization programs for customs officials should be implemented to ensure they interact with passengers in a more professional, courteous, and welcoming manner. A positive attitude from customs staff would go a long way in improving the airport’s image.

5. More Staff at Critical Areas: Increasing the number of helpful staff at key locations, including customs and security, would ease the flow of passengers and ensure quicker service.

Is this the level of service that South Africans should expect and accept? Absolutely not. As a major international gateway, OR Tambo Airport should be setting the standard for excellence in customer service, cleanliness, and security. The airport has a lot of potential, but these basic issues need to be addressed in order to create an environment that is both safe and welcoming for travelers. I hope that ACSA takes these concerns seriously and works towards making the necessary improvements to restore the airport’s reputation as a world-class facility.