NCAA Affirms Integrity Amid Passenger Complaints, as Consumer Protection Portal Boosts Transparency
The Nigerian Civil Aviation Authority (NCAA) has highlighted the unwavering dedication and integrity of its Consumer Protection Directorate, asserting that its officials remain among the most incorruptible within Nigeria’s aviation sector.
This affirmation follows the launch of the NCAA’s Consumer Protection Portal on 19 September 2024, an initiative designed to enhance the experience of passengers by streamlining the handling of complaints and improving airline service delivery across the nation’s airports.
Mr. Michael Achimugu, Director of Public Affairs and Consumer Protection at the NCAA, praised the performance of the directorate’s staff.
Speaking on a monitored television programme, Achimugu commended the professionalism of officers who engage directly with passengers.
“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. Some of them have been harassed in the course of carrying out their duties,” he stated.
In what he described as a testament to the integrity of his team, Achimugu confirmed that no reports of extortion or misconduct had been filed against NCAA personnel, especially those involved in consumer protection.
“I make bold and I’m proud to say that the NCAA’s officials at the airport are one of the very few, if not the only agency that have never been accused of extorting travellers at the airport,” he said, expressing pride in the high ethical standards upheld by his team.
The Consumer Protection Portal, which aims to simplify the grievance process for passengers and ensure accountability from airlines, has already had a significant impact.
Achimugu attributed the recent improvements in airline service delivery and response times to the portal, which provides passengers with real-time information and a straightforward avenue to lodge complaints.
Captain Chris Najomo, Acting Director General of Civil Aviation, echoed this sentiment at the portal’s launch, describing it as a vital tool in enhancing consumer rights within the aviation sector.
“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,” Najomo said.
He noted that the portal underscores the NCAA’s commitment to delivering transparency and empowering consumers with better information and efficient complaint resolution mechanisms.
The Minister of Aviation and Aerospace Development, Mr. Festus Keyamo, who officiated at the portal’s unveiling, shared his own experiences as a frequent flyer, acknowledging the frustration passengers often face due to delays, cancellations, or poor service.
“I have seen firsthand the rage of passengers who are either disappointed by delayed flights, cancellations or some ugly experiences on those flights. I have seen the rage, and this is a means by which they can ventilate that rage,” Mr. Keyamo remarked.
He described the portal as a “significant step” toward protecting the rights and interests of aviation consumers, stating, “In today’s rapidly evolving marketplace, consumers face myriads of challenges.
From being unaware of their rights to navigating complex regulations to addressing poor services or unfair practices. Hence, the need for a robust system to protect and empower consumers has never been more critical.”
The NCAA reassured that the Consumer Protection Portal exemplifies the agency’s proactive approach to tackling these challenges, building a transparent and user-friendly system for the benefit of Nigeria’s aviation sector.
