BY OLAPEJU OLUBI
The Nigeria Civil Aviation Authority (NCAA) has expressed deep appreciation for Nigerian airlines, recognising their resilience and commitment to passengers’ best interest despite an exceptionally challenging business climate.
Addressing the presentation of a new blockchain-based solution from Breezetech Technologies,, NCAA’s Director of Public Affairs and Consumer Protection, Mr. Michael Achimugu lauded the airlines for prioritising consumer satisfaction through refunds and compensations, even in circumstances beyond their control.
Achimugu’s praise was inspired by global encounters, sharing an encounter with a former Director-General of Civil Aviation from Argentina who was astonished to hear that Nigerian airlines voluntarily offer refunds, a rarity in many countries.
“Our airlines are truly deserving of recognition. Despite the industry’s unique hurdles, Nigerian carriers continually uphold high standards in passenger care”, he stated.
The NCAA, he said, was actively pursuing strategies to enhance passenger protections, aligning with the Aviation Minister’s vision for a strengthened domestic airline sector.
Recent regulatory advancements, including the Cape Town Convention Practice Direction, reflect this commitment, fostering a supportive environment for both operators and travelers.
The proposed Breezetech blockchain portal, selected by NCAA after a rigorous review process, promises real-time assistance for stranded or dissatisfied passengers while balancing airline interests.
Describing it as a “four-way partnership” between technology, insurance, operators, and the regulator, Achimugu noted that this pioneering system has the potential to transform Nigeria’s aviation consumer protection landscape.
He said at the heart of these efforts is Captain Chris Najomo, the Director General of the Nigerian Civil Aviation Authority (NCAA), who has taken this mission to heart.
His words; “With his background as a former Director for Consumer Protection, Captain Najomo understands the urgency of consumer grievances and has championed a series of immediate, practical steps.
Under the leadership of Captain Chris Najomo, NCAA’s Consumer Protection Department has focused on collaboration with airlines, transforming what was once a strained relationship into a constructive alliance. “We are building an industry that values partnership over policing,”
Achimugu explained, noting how increased visibility of Consumer Protection Officers and the automation of complaints processes have improved complaint resolution rates to a record-breaking 65%.
While NCAA has achieved notable progress, Achimugu acknowledged that further efforts are required to reach its aspirational goals in consumer protection.
The blockchain initiative, presented by Breezetech’s Francis Ekeng and airline executive Roland Iyayi, offers a promising path forward.
With the input and endorsement of all stakeholders, NCAA aims to tailor this innovation to Nigeria’s unique needs, blending global standards with local context for a future-ready aviation sector.
Achimugu further stressed that Upon assumption of office, the Minister of Aviation and Aerospace Development, Mr Festus Keyamo, was unambiguous when he said he would aggressively address the widespread issue of flight disruptions, which have marred travel experiences for countless Nigerian passengers, many of whom pay high airfares even for short-haul flights.
Powered by the zeal to transform the landscape within the shortest possible time, Achimugu noted that the Minister has prioritised proactive measures, such as enforcing refunds, providing rebates and ensuring a customer-first approach within the aviation sector
“These include facilitating regular engagements between NCAA’s Consumer Protection Department and airline operators to foster a collaborative, rather than adversarial, relationship.
“This strategy has helped recast the NCAA from an enforcer to a supportive partner, ensuring both parties work harmoniously toward a common goal.
The impact of these reforms according to him has been significant, adding that Consumer Protection Officers now maintain a stronger presence across Nigerian airports, while the NCAA has steadily automated its complaint handling processes.
“These upgrades are already paying off; complaint resolution has soared to 65%, marking the highest success rate in the NCAA’s history.
“The milestone reflects Captain Najomo’s commitment to ease-of-doing-business principles and a more efficient service for passengers.
“The NCAA also recognises the perseverance of Nigerian airlines that, despite operational and economic challenges, have continued to honor refunds and compensations,” Achimugu explained.
Captain Najomo, drawing from global experiences, proudly highlights this achievement, noting that Nigerian airlines stand out for their commitment to customer care.
“Given the unique challenges they face, our airlines deserve commendation for their efforts,” he said.
Looking toward sustained reform, he noted that the NCAA has partnered with several insurance firms to explore additional layers of passenger protection.
Achimugu noted that, the advanced portal integrates technology, insurance, and regulatory oversight, delivering swift relief to passengers directly at airport terminals.
“This solution, based on models already in use across Europe and the Americas, will be carefully adapted for Nigeria’s aviation environment.
“We are excited to introduce this technology, which, on paper, appears to be the most practical solution for all parties involved,” said Michael Achimugu, Director of Public Affairs and Consumer Protection at NCAA”, he said.
He continued: “Our aim is to tailor this model to address the specific challenges within our industry and provide a seamless experience for both passengers and airlines.”
The NCAA encourages active participation and input from stakeholders, as the solution represents a forward-thinking, collaborative approach to addressing long-standing issues in Nigerian aviation.
With these reforms and technological advancements, the NCAA remains committed to enhancing consumer protection and building a resilient, passenger-focused aviation sector for Nigeria.
