TATO Joins Arusha Airport’s Customer Service Week 2025: Promoting Excellence in Tanzania’s Tourism Experience
The Tanzania Association of Tour Operators (TATO) proudly participated in the Arusha Airport Customer Service Week 2025 Opening Ceremony, held under the inspiring theme, “Mission Possible: Creating a Seamless Travel Experience.”
This annual celebration brought together key players in Tanzania’s aviation and tourism industries to recognize the importance of service excellence in creating memorable experiences for travelers. As the heartbeat of the tourism sector, TATO was deeply honored to stand alongside partners from the Tanzania Airports Authority (TAA), reaffirming the shared vision of delivering world-class service at every stage of the traveler’s journey.
Leadership in Service and Tourism: TATO at the Helm
Representing the Association at the event were TATO Board Chairman, Mr. Wilbard (Willy) Chambulo, and Executive Director, Mr. Elirehema Maturo, Msc. Mr. Chambulo was invited as the Guest of Honor, acknowledging TATO’s pivotal role in driving service excellence and promoting Tanzania’s global tourism reputation.
In his keynote address, Mr. Chambulo commended the Tanzania Airports Authority for its continued dedication to enhancing the traveler experience across all domestic and international airports. He emphasized that exceptional customer service is not just an operational function — it is the foundation of a vibrant and competitive tourism industry.
“Tourism begins the moment a visitor arrives in our country,” he stated. “Every smile, every act of assistance, and every moment of efficiency at our airports shapes the perception of Tanzania as a destination. By striving for service excellence, we are not only supporting tourism growth but also building the nation’s brand on the global stage.”
Arusha Airport Now Handling International Flights: A New Era for Tourism
During the ceremony, it was also announced that Arusha Airport has officially begun handling international flights, marking a historic milestone for Tanzania’s northern tourism circuit. This development positions Arusha as not only the gateway to the Serengeti, Ngorongoro Crater, and Mount Kilimanjaro but also as a direct entry point for international travelers.
The move is expected to boost tourist arrivals, streamline connectivity between safari destinations, and ease travel logistics for visitors who previously had to route through Kilimanjaro International Airport (KIA) or Dar es Salaam.
Mr. Chambulo hailed this milestone as “a bold and transformative step” toward expanding Tanzania’s tourism accessibility and competitiveness. He noted that direct international connectivity through Arusha will significantly reduce travel time, increase regional investment, and open new opportunities for local businesses and communities.
“This advancement brings us closer to realizing Tanzania’s vision of seamless travel. It strengthens our tourism ecosystem, reduces congestion at other airports, and enhances visitor experience — all while reinforcing Arusha’s position as the beating heart of Tanzania’s safari industry,” he said.
TATO reaffirmed its readiness to collaborate with TAA, immigration authorities, and other aviation partners to ensure that international operations at Arusha Airport meet global standards of safety, efficiency, and customer care.
Aligning Customer Service with International Standards
The theme “Mission Possible: Creating a Seamless Travel Experience” resonated deeply with TATO’s mission to elevate Tanzania’s tourism industry through professionalism, collaboration, and service quality.
Mr. Chambulo highlighted that maintaining internationally recognized service standards is critical to attracting and retaining visitors in today’s competitive global travel market. He urged continued training, innovation, and digital transformation in airport services to ensure seamless coordination between airlines, immigration, ground handling, and tour operators.
“Our airports are the gateway to Tanzania’s wonders — from the Serengeti to Kilimanjaro, from Ngorongoro to Zanzibar,” he noted. “It is our collective duty to make sure every traveler’s journey through our airports reflects the warmth, efficiency, and hospitality that Tanzania is known for.”
Strengthening Partnerships in the Tourism Value Chain
TATO’s participation in the Arusha Airport Customer Service Week 2025 is part of its broader commitment to fostering public-private partnerships that strengthen Tanzania’s tourism value chain. The association recognizes that collaboration with institutions like TAA, Tanzania Civil Aviation Authority (TCAA), and the Ministry of Natural Resources and Tourism (MNRT) is key to ensuring a seamless connection between travel logistics and the safari experience.
Through its advocacy and industry engagements, TATO continues to push for integrated systems that simplify travel operations, improve efficiency, and enhance safety for both domestic and international tourists. By aligning tourism operations with the aviation sector, TATO is ensuring that Tanzania remains competitive as a top-tier global destination.
TATO’s Ongoing Commitment to Service Excellence
Beyond airport collaborations, TATO remains actively involved in training and capacity-building programs aimed at improving professionalism and service delivery within the tourism sector. These include the Safari Guiding Code of Conduct and Ethics Training, Data Protection Compliance Workshops, and partnerships with both government and international organizations to promote ethical and sustainable tourism practices.
Through these initiatives, TATO strives to empower its members — from tour operators to driver guides — with the skills and knowledge necessary to meet global hospitality standards.
Mr. Maturo, speaking on behalf of TATO’s Secretariat, reiterated that excellent customer service is the foundation of responsible tourism:
“When travelers feel welcomed, valued, and supported from the moment they arrive, they carry that positive experience back home, becoming ambassadors for Tanzania. That is the true power of service — it builds loyalty, reputation, and growth.”
Final Remarks
The Arusha Airport Customer Service Week 2025 served as a powerful reminder of the integral role that customer service plays in shaping Tanzania’s tourism success story.
TATO commends the Tanzania Airports Authority for its leadership and commitment to operational excellence. As the umbrella body representing licensed tour operators, TATO reaffirms its dedication to collaborating with all partners in the travel and aviation sectors to create a seamless, safe, and enjoyable journey for every visitor.
The launch of international flight operations at Arusha Airport marks a new dawn for the tourism industry — enhancing accessibility, strengthening competitiveness, and symbolizing Tanzania’s forward-looking approach to travel and hospitality.
Together, through professionalism, hospitality, and partnership, we can make Tanzania’s tourism experience not just memorable — but truly world-class.
