Revamping the Airport Experience in Morocco
The Moroccan National Airports Office (ONDA) has introduced a striking new uniform for its reception and assistance staff, embodying the vibrant colors of its newly branded initiative, "Airports of Morocco." This move is a part of the broader "Airports 2030" strategy, which aims to enhance passenger experience, streamline airport processes, and modernize the country's airport infrastructures. This initiative not only marks a significant shift in the visual identity of airport personnel but also aligns with Morocco's commitment to improving its aviation sector.
The updated uniforms are designed to make staff easily identifiable within terminal environments, facilitating better assistance for travelers. This change complements a comprehensive overhaul of the reception system, which includes increasing the number of personnel, enhancing supervision protocols, and improving the presence of staff during peak travel times. ONDA has reported a remarkable increase in its workforce dedicated to information, guidance, and flow management, doubling their numbers from 344 agents in 2025 to an impressive 670 in 2026 across various Moroccan airports.
Enhancing Passenger Interaction and Experience
Particularly noticeable improvements have been made at key hubs such as Casablanca's Mohammed V Airport, where the number of reception agents has risen from 161 to 224, and at Marrakech's Menara Airport, where staff numbers surged from 68 to 255. ONDA's primary goal is to facilitate a seamless travel experience, ensuring that passengers receive support from the moment they arrive until they board their flights. To achieve this, staff members have undergone extensive training focused on customer care and the adoption of digital tools.
Furthermore, the new operational framework was tested during the Marhaba 2026 initiative, a summer program organized by the Mohammed V Foundation for Solidarity, which focuses on assisting Moroccan expatriates returning home for holidays. The improvements also include the deployment of various automated and digital tools, such as the mobile boarding pass system Pax Check, which utilizes secure QR codes to streamline security checks and automated gates. Self-service check-in kiosks and automated baggage drop facilities have been introduced as well, significantly reducing bottlenecks and wait times while allowing staff to concentrate on passengers requiring personalized assistance.
The "Airports 2030" strategy itself is built upon three main pillars: infrastructure development, redefining the passenger experience, and internal transformation of ONDA. This strategic vision aims to increase the capacity of Casablanca Mohammed V Airport from 14 million to 35 million passengers by 2029, alongside expansion and modernization projects in other significant airports like Marrakech, Agadir, Tangier, and Fez. By focusing on these objectives, Morocco seeks to meet the rising demands of air traffic, support the country's tourism ambitions, and prepare for major international events, including the upcoming 2030 FIFA World Cup.
As reported by air-journal.fr.
