BY OLAPEJU OLUBI
The Nigeria Civil Aviation Authority (NCAA) has reported a clean record of staff conduct, especially those in the Consumer Protection Directorate, saying it remains deeply committed to maintaining high standards of professionalism and service at airports.
To this end, the agency is encouraging travelers to leverage its online portal for swift complaint resolution and efficient support, which is consistent with its goal of a transparent and passenger-friendly aviation experience.
The authority also noted that the portal was designed to address all complaints that may come from airport users, not only extortion and harassment being the popular infractions passengers complain about.
The Director, Public Affairs and Consumer Protection Directorate, Mr. Michael Achimugu, who gave the assurance in a statement, explained that following the launch of the consumer protection portal on September 19th 2024, passenger experience, service delivery and responses from airlines have significantly improved.
The NCAA Spokesman, who spoke on a television programme said; “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 harrassed in the course of carrying out their duties.
“I am 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. It makes me very proud of my officers, you know. And then, of course, the work that the flight operations and adjudication unit have been doing”.
During the portal’s formal launch last year, Acting Director General of Civil Aviation, Captain Chris Najomo, highlighted it as a key initiative by the NCAA aimed at strengthening consumer protection and improving passenger support services.
According to him, the portal is playing a strategic role that ensures airline passengers in the country receive better information and an avenue to address their grievances at the airport.
Captain Najomo had said: “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 NCAA Consumer Protection Portal is our proactive response to these issues, providing a robust system to protect and empower consumers,”
On his part, Minister of Aviation and Aerospace Development, Mr. Festus Keyamo, while commenting on the usefulness of the online platform said: “As a frequent flyer myself, I have seen first hand, 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.
“This initiative represents a significant step in our commitment to safeguarding the rights and interests of aviation consumers across our nation.
“In today’s rapidly evolving marketplace, consumers face myriads of challenges. From being unaware of their right 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”, he added.
