NCAA’s New Consumer Protection Model: Harnessing Blockchain Technology to Enhance Air Passenger Experience

Nigeria’s aviation sector is poised for remarkable growth, with anticipated increase in air passenger volumes.

Alongside this growth, however, expectations for a seamless, secure, and enjoyable travel experience have never been higher.

In response, the Nigeria Civil Aviation Authority (NCAA) is embracing Blockchain technology – a groundbreaking digital tool – to transform air travel in ways that promise enhanced efficiency, transparency, and convenience.

A key advantage of Blockchain technology for aviation lies in its multi-layered problem-solving capabilities. This decentralised, immutable, and transparent record-keeping system has the potential to revolutionise the industry.

From seamless passenger identity management to real-time luggage tracking, the Blockchain portal offers the NCAA a wealth of solutions to minimise delays, enhance security, and streamline traditionally error-prone processes.

Speaking at a recent sensitisation workshop held at the NCAA Annex, Murtala Muhammed Airport, Lagos, Mr Michael Achimugu, Director of Public Affairs and Consumer Protection at the NCAA, highlighted the commitment of the Minister of Aviation and Aerospace Development, Mr Festus Keyamo, to elevate the Nigerian air travel experience.

According to Achimugu, the Minister’s focus on addressing flight disruptions and high airfares reflects his dedication to finding long-term solutions to issues that have historically strained relations between airlines and consumers.

“First, he identified the challenges and began to seek long-term fixes. He has been vocal about ensuring refunds, rebates, and world-class customer service,” Mr Achimugu emphasised.

Under the leadership of Acting Director-General, Capt. Chris Najomo, the NCAA has already implemented a range of “quick-fix” solutions to support the Minister’s roadmap.

In addition to regular meetings with airlines and travel agents to foster collaboration and address passenger complaints, Mr Achimugu noted that Consumer Protection Officers are now more visible and accessible.

He noted that with automation easing the customer complaint process, the NCAA has achieved a record-high satisfaction rate of 65% – the highest in its history.

“Consumer Protection Officers are now more visible and recognisable, and complainants are seeing improvements in service and faster resolution of cases,” Mr Achimugu added.

He also acknowledged the challenging operating environment facing Nigerian airlines, commending them for their resilience and commitment to customer satisfaction, especially since not all delays are within their control.

He observed that many airlines are now issuing refunds and compensations at encouraging rates.

“In my recent interaction with a former DGCA of Argentina, she expressed disbelief at hearing that airlines pay refunds in Nigeria,” he recalled, quoting her as saying, “Airlines in my country would never do that, regardless of intervention by the CAA.”

While the NCAA is committed to protecting passengers, Mr Achimugu stressed that the agency also seeks to support the growth of domestic airlines – a key priority on the Minister’s five-point agenda.

As part of this commitment, Capt. Najomo recently signed the IDERA (Irrevocable De-registration and Export Request Authorisation), a formal document facilitating aircraft financing and leasing. This aligns with the Minister’s goal of strengthening Nigeria’s domestic aviation sector by enabling more aircraft to operate locally.

The latest initiative introduces additional layers of passenger protection through a collaboration with insurance firms to develop a system tailored to Nigeria’s unique environment.

After extensive evaluation, the NCAA selected Breezetech Technologies’ blockchain-based platform to provide near-instant assistance to stranded passengers, striking a balance between consumer protection and airline interests.

Achimugu described the system as “a four-way partnership between technology, insurance, operators, and the regulator.”

While blockchain-based consumer protection is new to Nigeria, Mr Achimugu explained that similar systems have been deployed in Europe and the Americas.

However, he clarified that the NCAA’s goal is not to replicate these models precisely but to adapt them to Nigeria’s specific aviation needs.

He encouraged industry stakeholders to objectively examine and critique the proposed solution, highlighting the importance of widespread acceptance and input.

Looking ahead, the NCAA intends to expand the blockchain-based system to address other critical areas such as data gathering, passenger identification, and security, aiming to create a comprehensive solution for the sector.

Mr Francis Ekeng, a representative of Breeztech Technologies, described the portal as a “one-stop shop” for improving the passenger experience.

He explained that the platform would allow passengers to determine whether they are entitled to compensation for flight delays or cancellations and track the cause of disruptions.

Mr Roland Iyayi added that the portal’s Domestic Network Alliance (DNA) feature enables passengers to identify available seats on alternative flights.

“The system assesses the reason for delays and informs passengers of their options. Through DNA, passengers can see which flight options are available, including empty seats that can be filled, maximising capacity use across all airlines,” he explained.

Mr Saj Abraham, another Breeztech expert who demonstrated the portal’s features and functions, emphasised that the system cannot be manipulated, as the NCAA would oversee the portal, with the Ministry of Aviation managing data.

“The portal reduces airport congestion. No one can manipulate it. It displays passenger identity and travel information, both past and current. The DNA feature facilitates rebooking on alternative flights and offers a streamlined compensation process,” he stated.

One of the most promising applications of Blockchain technology in aviation is the ability to streamline passenger identity verification. Traditionally, airlines and airports rely on numerous identity checks which, while secure, often lead to long queues and delays.

According to Mr Abraham, Blockchain can facilitate a digital identity platform that securely stores verified identity documents in an encrypted format, accessible only to authorised personnel, thus ensuring data privacy and eliminating repetitive checks.

Upon arrival at the airport, passengers’ digital IDs can be verified instantly, bypassing manual checks while maintaining stringent security standards. This streamlined process enhances passenger satisfaction and aligns with the NCAA’s objective of maintaining security across Nigeria’s airports.

For many travellers, the anxiety of losing luggage or dealing with misplaced bags is a familiar frustration.

The Blockchain solution aims to alleviate this stress by enabling the NCAA to adopt a shared, real-time luggage tracking system accessible to both airlines and passengers.

Once tagged, a passenger’s luggage can be tracked through each stage of the journey – from check-in to final destination. With this transparency, passengers can monitor the exact location of their belongings via a mobile application, reducing the uncertainty of baggage claims.

Furthermore, data sharing among various stakeholders in the aviation industry – airlines, airports, security agencies, and passengers – is often fragmented. This new technology facilitates secure data sharing through a decentralised ledger accessible only to authorised entities.

This provides the NCAA with an opportunity to build a robust, cross-stakeholder data-sharing platform, simplifying information exchange while safeguarding sensitive passenger data.

In embracing Blockchain, the NCAA is not only advancing consumer protection but also setting a new standard in Nigeria’s aviation that aligns with the global aviation industry.