Written by Faith Mwende
African airlines are increasingly losing out on revenue, customer satisfaction, and operational efficiency due to outdated and underperforming payment systems.
A recent report by Visa in collaboration with the African Airlines Association (AFRAA) has uncovered major shortcomings in how the continent’s carriers manage digital transactions, exposing vulnerabilities that could easily be turned into growth opportunities with the right technology.
The findings, drawn from a wide-ranging assessment known as the Airline Payment Maturity Index, evaluated both AFRAA member and non-member airlines across four critical areas: infrastructure, fraud management, customer experience, and internal systems. While many airlines meet regulatory compliance standards, the report shows that their payment systems are far from optimized, and in many cases, unable to meet modern consumer expectations.
One of the most pressing issues identified is a focus on compliance rather than innovation. Many systems in use are outdated and not built for fast, secure, and flexible digital payments.
Airlines also struggle with poor integration of digital tools into the customer journey, especially during high-stress points like bookings and check-ins, creating friction and dissatisfaction among passengers.
Fraud detection remains another major weakness. With cyber threats on the rise, many African carriers still rely on limited safeguards, leaving them open to financial loss and reputational damage.
Additionally, although airlines are collecting useful data on payment performance, few are analyzing it effectively to guide business decisions or improve operations.
According to Visa’s Head of Southern and East Africa, Michael Berner, there’s a pressing need to shift how airlines view their payment infrastructure from a back-end necessity to a powerful lever for business growth.
Improved systems could mean better cash flow, lower losses due to fraud, and a smoother, more enjoyable customer experience.
AFRAA’s Secretary General Abdérahmane Berthé echoed this sentiment, urging airlines to modernize and invest in secure, real-time payment solutions.
In a competitive and margin-sensitive industry, optimizing digital payment systems could be the competitive edge that African airlines need to thrive in the modern travel landscape.
