NCAA introduces consumer protection portals, promising improved experiences for passengers.

The present management team at the Nigeria Civil Aviation Authority (NCAA), led by Acting Director General Captain Chris Najomo, promises better days for the Nigerian traveling public.

Many Nigerian travelers have faced hardships due to controversial logistics caused by airlines, such as flight delays, cancellations, and late departures and arrivals.

Amid these complaints, passengers lacked adequate protection until the government signed the Passengers Bill of Rights into law, allowing aggrieved passengers to demand compensation from errant airlines.

To demonstrate commitment to both passengers and airlines amid emerging crises, the NCAA created the Directorate of Consumer Protection to address these issues, providing some relief to aggrieved passengers.

The ongoing back-and-forth relationship between passengers and airlines, which has drawn attention to the NCAA, may soon diminish or at least reduce significantly with the recent launch of the NCAA Consumer Protection Portal.

At the portal’s launch, Minister of Aviation and Aerospace Development Festus Keyamo highlighted how Captain Chris Najomo, upon assuming office, took action in line with the minister’s five-point agenda and the government’s goals. He signed performance bonds with the directors at the NCAA, which specifically tasked the Director of Consumer Protection and Public Affairs with two key deliverables: ensuring service mandates for passengers and activating the consumer protection portal by the end of 2024.

Najomo stated, “Upon my assumption of office as Acting Director General, I received two clear mandates from the NCAA, reflecting the Minister’s five-point agenda and Mr. President’s Renewed Hope Agenda. Mr. President pledged to strengthen the NCAA to uphold standards in the industry.

The Minister expanded on this by emphasizing that the second point of his five-point agenda supports the growth and sustainability of local airline businesses while holding them to the highest international standards in aviation.

These regulatory standards cover Safety, Security, Economic factors, and Consumer Protection. As the head of the NCAA, I incorporated this into my NCAA Project 2024, focusing on Intensified Consumer Protection.

When I signed performance bonds with NCAA directors, I made it a priority for the Director of Consumer Protection & Public Affairs to activate the consumer protection portal before the end of 2024. Coincidentally, this was also the second deliverable I set for the DCP & PA. [I guess number 2 is a special number.]

Our shared goal to complete this task within the timeline stems from our desire to revolutionize Consumer Protection activities in the NCAA while ensuring airlines comply with the regulatory requirements in Part 19 of the Nigeria Civil Aviation Regulations. Therefore, I stand before you today with pride, excitement, and humility 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 nationwide.

In today’s rapidly evolving marketplace, consumers face numerous challenges, from being unaware of their rights to navigating complex regulations and dealing with poor services or unfair practices. Thus, we need a robust system to protect and empower consumers more than ever.

According to the DG, the Consumer Protection Portal serves as the NCAA’s proactive response to lingering challenges, providing consumers with quick access to lodge complaints, compile data on airline flight operations, and monitor airlines’ punctuality and on-time performance in real time.

The portal will offer a wealth of resources, including guidelines on consumer rights, tools for reporting grievances, and a data source for research and development to inform decision-making, improve services, and ultimately support Nigerian aviation consumers and the industry.

The portal is not merely a digital space; it stands as a beacon of transparency and accountability. We aim to create a more equitable marketplace where consumers can confidently engage with businesses.