Consumer Protection NCAA wins Best Customer Complaints Management services award

L-R Director CPD NCAA, Mallam. Adamu Abduallahi and the General Manager CPD NCAA, Mrs. Megwa with the NIGAV award

……award dedicated to staff……Adamu

…….DG gets special leadership recognition award

The reward for excellence and hard-work is always a cause for joy to the one to whom it is given.

There is no doubt that the effective handling of passengers complaints have helped in restoring their confidence in the industry and has also assisted airlines both domestic and international to tighten their belts in ensuring passengers get value for money/satisfaction.

No wonder then that at the recently held Nigeria Aviation, NIGAV Awards 2018, the Consumer Protection Directorate, Nigeria Civil Aviation Authority, NCAA was adjudged the Best in Aviation Customers Complaints Management Services.

This the 4th time, passengers and other stakeholders will be nominating/voting the directorate in this keenly contested award.

The award according to the Chairman organizing committee of NIGAV Mr. Fortune Idu is for outstanding and workable passenger complaints management system that has,” helped the aviation industry and has made positive changes for improving the general air transport patronage”.

He added,” the system must be innovative and process-based with both complaint collection, feedback and assessment process showing how to measure customers’ satisfaction”.

Idu noted that nomination of the CPD was a testimony that they were doing what was expected of them by the passengers and stakeholders.

According to statistic of complaints received by the Consumer Protection Directorate, CPD NCAA between July-September 2018, 29 complaints were received from domestic passengers and 23 were resolved and from international passengers 21 was received, 5 resolved and the remaining still being worked on.

In October 2018, 4 complaints were received from passengers on international and all resolved while domestic 2 was received.
These complaints range from missing/ delayed baggage, discourtesy/pilferage, overbooking etc.

The CPD in the month of October recorded on the international route of Outbound passengers of 153,316, Inbound passengers 150,461 while domestic route Outbound passengers of 467,452 and Inbound passengers 466,452.

Reacting to the award, the Director CPD, Mallam Adamu Abdullahi said, it was encouraging that somebody, somewhere appreciated what the directorate was doing to ensure that passengers are happy in the area of service delivery and ensuring airlines were doing the needful in this regard.

Adamu said,”as we heard from the organizer, it is not as if it is the FCI that sat to just give this award, it is really the outcome of contributions from the public that nominate you that you are the one who is suppose to get this award”.

“So if the public says we are doing well as consumer complaint authority that we are doing well, so we thank God that we are there and we have to appreciate all the members of staff that through rain, through shine that are always in the terminals, find their way to the terminals with the traffic gridlocks we have nowadays, they are always at their duty post, so we dedicate this award to the staff of the Consumer Protection Directorate, CPD, he added.

DG NCAA NIGAV 2018 award

It was also a double celebration for the NCAA at the event as the Director General, Captain Muktar Shaibu Usman was given a Special Aviation Leadership Recognition Award for his leadership role in ensuring compliance to air safety regulations in the Nigeria aviation industry.


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