…..Empowering Passengers, Improving Air Travel
The Nigeria Civil Aviation Authority (NCAA) has reiterated its dedication to ensuring the safety and satisfaction of air travelers, emphasizing the importance of its consumer protection directorate in addressing passenger complaints.
According to Mr. Michael Achimugu, Director of Public Affairs and Consumer Protection Directorate, the agency’s consumer protection staff have been instrumental in improving passenger experience, service delivery, and responses from airlines since the launch of the consumer protection portal on September 19th, 2024.
Achimugu highlighted the commendable efforts of the consumer protection officers, who often work long hours under challenging conditions, sometimes without adequate security.
Despite these challenges, the staff have not been accused of misconduct or extortion, making them one of the few, if not the only, agencies that have never been accused of such practices.
“Thanks to the efforts of our consumer protection officers… We have most of them spending their nights at the airports under unfavourable conditions, sometimes with lack of security.”
The NCAA’s consumer protection portal, launched last September, provides a comprehensive platform for passengers to lodge complaints, access real-time data on airline performance, and monitor punctuality and on-time operations of airlines.
The portal is a proactive response to the needs of air travelers, providing a robust system to protect and empower consumers.
According to the Acting Director General, NCAA, Captain Chris Najomo, “This portal offers a comprehensive platform where passengers can lodge complaints, access real-time data on airline performance, and monitor punctuality and on-time operations of airlines”.
The Minister of Aviation and Aerospace Development, Mr. Festus Keyamo, also commended the initiative, stating that it represents a significant step in the agency’s commitment to safeguarding the rights and interests of aviation consumers.
Keyamo, a frequent flyer himself, has witnessed firsthand the frustration and rage of passengers due to delayed flights, cancellations, or poor service.
He emphasized the need for a robust system to protect and empower consumers, particularly in today’s rapidly evolving marketplace.
“This initiative represents a significant step in our commitment to safeguarding the rights and interests of aviation consumers across our nation.”
The NCAA is urging passengers to approach its consumer protection directorate staff whenever they have concerns or complaints.
With the consumer protection portal in place, passengers can now easily lodge complaints, access information, and monitor airline performance, ensuring a safer and more satisfying travel experience.
