With the present management team at the Nigeria Civil Aviation Authority (NCAA), being led by the Acting Director General, Captain Chris Najomo, better days obviously await the Nigerian travelling public.
Prior to now, many Nigerian travelers have suffered some hardships through some controversial logistics often encountered in the hands of the airlines such as flight delays, cancellations, late departures and arrivals and many others.
Amidst the complaints, the passengers seemed not to be adequately protected until the Passengers Bill of Right was signed into law which enables aggrieved passengers to demand for compensation from any erring airline.
To show commitment to both passengers and the airlines in the face of emerging crisis, the directorate of consumer protection was created to tackle the menace which obviously have been giving some aggrieved passengers respite.
The back and forth relationship between passengers and airlines which has continued to draw attention to the NCAA may soon become history or reduce to the barest minimum following the recent launch of the NCAA Consumer Protection Portal.
Speaking at the launch of the portal by the minister of aviation and aerospace development, Festus Keyamo, the acting director general of the NCAA, Captain Chris Najomo, cited how on assumption of office and in line with the five point agenda of the the minister and the government at the center he went into action by signing the
performance bonds with the directors in NCAA, which particularly tasked the one key deliverable for the Director of Consumer Protection and Public Affairs not only ensuring deliverable of mandates as regards passengers service but to also activate the consumer protection portal before the end of 2024.
His words: “Upon my assumption of office as Acting Director General, I had two clear mandates to fulfil from the NCAA point of view the Minister’s 5-point agenda and ultimately, Mr. President’s Renewed Hope Agenda. Broadly written, Mr. President pledged to strengthen the NCAA to maintain standards in the industry.
“The Minister took this forward by ensuring that Number 2 of his 5-point agenda stated as follows: Support for the growth and sustenance of local airline businesses whilst holding them to the highest international standards in the aviation industry.
These Standards from a regulatory standpoint cover Safety, Security, Economic and Consumer Protection. As the head of the CAA, I incorporated this into my NCAA Project 2024 as a sub-goal aptly titled Intensified Consumer Protection.
Thus, when I signed performance bonds with the directors in NCAA, one key deliverable for the Director of Consumer Protection & Public Affairs was to activate the consumer protection portal before the end of 2024.
Coincidentally, this was also number 2 of my deliverables to the DCP & PA. [I guess number 2 is a special number].
“Our collective desire to fulfil this task within this timeline was driven by the need to revolutionise Consumer Protection activities in NCAA, whilst enforcing airlines’ compliance with the regulatory requirements in Part 19 of the Nigeria Civil Aviation Regulations. It is, therefore, with great pride, excitement and humility that I stand before you today to launch the NCAA Consumer Protection Portal. This initiative represents a significant step in our commitment to safeguard 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 rights, 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.”
The Consumer Protection Portal according to the DG is NCAA’s proactive response to the lingering challenges which is designed to provide consumers with quick access for lodging complaints, collation of data on airline flight operations, real time monitoring of airlines’ punctuality and, on-time performances.
The portal will offer a wealth of resources, including guidelines on consumer rights, tools for reporting grievances, a source for data referencing for the purpose of research and development for informed decision-making, improved services and ultimately, support to Nigerian aviation consumers and the industry.
The portal is not merely a digital space; it is a beacon of transparency and accountability. We aim to create a more equitable marketplace where consumers can confidently engage with businesses.
