BY OLAPEJU OLUBI
The Nigeria Civil Aviation Authority (NCAA), aviation industry regulator, has hosted a strategic consumer protection summit designed to passionately address the long-standing passenger-airlines misunderstanding, often arising from poor services and less-than-desired compensation and settlement.
The event, which attracted stakeholders from diverse fields in aviation, provided a platform to address key issues like hidden charges, refund processes, no-show fees and gaps in communication.
The summit aimed to dispel misconceptions and foster mutual understanding among stakeholders, paving the way for a more transparent and accountable aviation sector.
Themed: “Achieving Increased Adoption of Digital Technology in Air Travel Customer Complaint Management: The Regulatory Perspective,” the summit provided a dynamic platform for meaningful dialogue between regulators, airlines and passengers.
First Baba Isa, a renowned thought leader and legal advocate representing passenger interests, delivered a compelling critique of airline practices concerning cancellations and delays.
He underscored the persistent inefficiencies in compensation processes and the lack of transparency, highlighting the frustration passengers face when seeking refunds.
“For many, obtaining a refund feels like an ordeal rather than a right,” Isa noted, calling for urgent reforms to address these systemic challenges.
“Airlines are quick to penalise passengers for no-shows, but when it comes to their own responsibilities, they fall short.
“For instance, passengers are charged no-show fees immediately, but when flights are cancelled, compensation is rarely offered. Airlines and regulators must hold themselves accountable to the same standards they demand from us”, he noted.
He urged airlines to ensure full disclosure of ticket costs upfront, denouncing the pervasive practice of tacking on hidden fees after booking.
Addressing the critical dynamics of airline-passenger-airport interactions, Ibom Air’s Chief Operating Officer, George Uriesi, highlighted notable strides in strengthening customer service frameworks to elevate the travel experience.
He was represented by Amaka Echetabu, Director of Airline Services.
He further lauded the NCAA’s Consumer Protection Directorate (CPD) for its balanced approach in tackling issues between airlines and their customers.
“The NCAA has humanised its processes, ensuring fairness not just for passengers but also for airlines facing operational challenges,” she said.
Uriesi praised Ibom Air’s policies on handling customer complaints, emphasising the airline’s commitment to cementing better airline-passenger-airport relationships.
“All our social media platforms remain open and are actively monitored to address complaints swiftly. Feedback helps us identify areas for improvement and strengthen trust with our passengers,” she explained.
“She also stressed the need to balance technological advancements with adequate human capacity development.
“Technology is vital for growth, but it must be paired with well-trained personnel to achieve lasting success,” she added.
Director of the NCAA’s Consumer Protection Department,Michael Achimugu offered valuable perspectives on the complexities regulators encounter when mediating disputes within the aviation sector.
“The NCAA is often caught in a crossfire, with passengers accusing us of siding with airlines and airlines claiming the opposite,” Achimugu noted.
He expressed confidence that the summit would serve as a catalyst for cultivating candid dialogue and implementing meaningful, actionable outcomes.
“Our priority is to enhance airline-passenger-airport relationships by ensuring that both rights and responsibilities are respected,” Achimugu said.
“Passengers must remember that airlines operate as businesses and need to make commercially viable decisions. However, airlines must also honor their obligations, particularly as outlined in Part 19 of the NCAA Regulations 2023.”
The summit highlighted the critical role of transparency, accountability and collaboration in overcoming the challenges facing the aviation industry.
Airlines were called upon to embrace ethical practices, while passengers were reminded of their responsibilities as integral stakeholders in the aviation ecosystem.
Michael Achimugu reaffirmed the NCAA’s commitment to making tough but necessary decisions, ensuring strict adherence to safety and security standards.
Stakeholders left the summit with a unified resolve to enhance airline-passenger relationships through meaningful dialogue, technological advancements, and ethical practices.
These efforts aim to transform air travel in Nigeria, striking a delicate balance between passenger satisfaction and the sustainable growth of airline operations.
