Poor Road Access Undermining Tourist Experience – Travel Expert

By Solomon Nartey Tetteh

The Managing Partner of See Ghana DMC, Ebenezer Otoo, has raised concerns about the impact of poor road infrastructure on visitor experience across Ghana’s key tourism destinations.

Speaking on Business Breakfast on Zed 1019FM, Mr. Otoo acknowledged ongoing government efforts to improve road networks but said delays continue to affect travel to major attraction sites.

“Yes, we have poor roads leading to most of our major attractions. Nevertheless, government is working and doing its best to improve these roads,” he stated.

He pointed to major routes such as the corridor from Accra through Cape Coast to Takoradi and onward toward Ivory Coast, noting that while construction efforts are ongoing, the slow pace is taking a toll on travellers.

“Even though the work is ongoing, it takes a long time, and this affects guests when they are travelling to these places. It impacts the quality of experience that they enjoy, and we cannot deny that,” he said.

Mr. Otoo stressed that aligning infrastructure development with Ghana’s growing global tourism promotion efforts is essential to maximise the sector’s potential.

“If these projects are sped up to match the level of promotion we are doing internationally, it will go a long way to improve tourism,” he added.

He also called for stronger policies to encourage domestic tourism, urging authorities to create conditions that make local travel more attractive and accessible.

On customer experience, Mr. Otoo clarified that service delivery in the tourism sector largely depends on private operators rather than government.

“The travel sector is about service delivery. Government does not directly deliver these services. The experience you get depends largely on the company you are dealing with,” he explained.

He emphasised the need for industry players to prioritise high-quality service, noting that consistent and professional customer engagement remains key to improving Ghana’s competitiveness as a preferred travel destination.

The Travel Expert also highlighted the pivotal role travel consultants play in improving visitor experiences and service delivery within Ghana’s tourism industry.

Mr. Otoo explained that many travellers seeking to visit popular destinations such as Crown Forest, Aqua Safari Resort and Segakope Beach Resort depend on travel consultants to organise their trips and shape their overall experience.

He noted that travel consultants act as the key link between tourists and destinations, ensuring that clients are well-informed and properly prepared before embarking on their journeys.

According to him, the role of travel consultants goes beyond transportation and bookings, extending to managing expectations and maintaining service quality standards.

Mr. Otoo emphasised that adopting this approach could significantly improve service delivery across the tourism sector, particularly if stakeholders focus on quality management from the planning stage through to the visitor’s experience at the destination.

Mr. Otoo stressed that customer service must be viewed as a strategic tool rather than a routine function, adding that it plays a crucial role in attracting repeat visitors.

“Customer service should not be treated as just one of those things. It must be seen as a strategy and a key tool to bring repeat customers to any attraction,” he said.

He called on operators within the tourism value chain to prioritise service excellence in order to strengthen Ghana’s appeal as a competitive travel destination.