NCAA Assures Passengers of Improved Service Delivery Amidst Flight Disruptions
The Nigeria Civil Aviation Authority (NCAA) has reaffirmed its commitment to protecting passengers’ rights and addressing their grievances in the face of increasing complaints about flight delays, cancellations, and refund-related issues.
Mr Michael Achimugu, the Director of Public Affairs and Consumer Protection at the NCAA, outlined these measures in a detailed statement shared on his X handle.
Achimugu recounted his recent experience at an airport, where frustrated passengers threatened to resort to violence due to prolonged delays.
Stepping in to manage the situation, he spent 20 minutes explaining the circumstances surrounding the delay, citing bad weather as the reason, which constitutes force majeure and absolves airlines of liability.
“I personally confirmed the weather situation with the Nigerian Meteorological Agency (NiMET) and reassured passengers of NCAA’s commitment to their welfare,” he said.
To alleviate the passengers’ plight, Mr Achimugu took swift measures:
He mandated the airline to provide transportation back to the central area for stranded passengers.
Personally financed accommodation at a nearby hotel for elderly passengers who were visibly distressed after the long wait.
Secured an agreement from the airline to pay 50% compensation to affected passengers and offer refunds to those who requested them, with the option for passengers to receive the compensation in cash.
Additionally, Mr Achimugu facilitated the use of NCAA’s complaint QR code, enabling passengers to directly file complaints. “I assured them of resolution by morning and offered my direct contact for follow-up,” he noted.
Highlighting the NCAA’s recent actions, Mr Achimugu revealed that enforcement measures had been initiated against five airlines – the first such action by the Consumer Protection Department in over a decade.
He also directed NiMET to provide his office with daily weather reports to verify airlines’ claims about weather-related disruptions promptly.
Furthermore, the Director-General of the NCAA, Capt. Chris Najomo, is convening an urgent meeting with CEOs of domestic airlines to address operational challenges. “This underscores the Authority’s commitment to resolving industry-wide issues,” Mr Achimugu said.
Mr Achimugu shared personal efforts to support passengers, including using his salary to assist indigent passengers awaiting refunds from financially constrained airlines. “While this is unsustainable, it reflects the humane nature of NCAA under Capt. Najomo’s leadership,” he remarked.
He emphasised that many disruptions stem from systemic issues beyond airlines’ control, citing incidents like the Allied aircraft crash landing, which caused extensive delays.
According to him, the Minister of Aviation and Aerospace Development, Festus Keyamo, has prioritised addressing these issues by enhancing airport capacity, installing instrument landing systems, and calibrating sunset airports to facilitate night-time Minister has shown sterling leadership, steering the industry away from its long-standing challenges.
While perfection may take time, significant progress is evident,” Mr Achimugu said.
Mr Achimugu concluded by reaffirming NCAA’s commitment to improving passengers’ travel experiences.
“Our passengers deserve better, and we are dedicated to ensuring they get what they deserve,” he stated, urging continued patience and cooperation from the public.
