NCAA gears up to handle real-time feedback of air travellers

The Nigeria Civil Aviation Authority (NCAA) has commenced a two-day training program for its Consumer Protection Officers (CPOs) and airline staff representatives in preparation for the launch of a new consumer protection portal. The portal is set to revolutionize the handling of real-time passenger complaints against airlines in Nigeria.

The training, which began on Wednesday at the NCAA corporate headquarters in Abuja, was inaugurated by Captain Chris Najomo, the Acting Director General of the NCAA.

Represented by Mr. Michael Achimugu, Director of Public Affairs and Consumer Protection, Captain Najomo, in his address, emphasized that the portal is designed to enhance the resolution of passenger complaints, promising faster and more seamless processes.

“This portal is historic; it’s the first of its kind in the NCAA,” said Captain Najomo, highlighting the dedication and effort that has gone into developing the platform. He noted that the portal’s creation began under his leadership as Director of Public Affairs and Consumer Protection and is a key part of his 2024 action plan, aimed at improving the ease of doing business in the aviation sector.

According to the NCAA, the portal is not only expected to streamline the complaint resolution process but also to monitor the on-time performance of all airlines operating in Nigeria. It will provide transparency by allowing passengers to see the number of complaints lodged against each airline and track their resolution progress.

“The portal will ensure transparency as we are onboarding all the airlines where people get to see all the number of complaints that have been sent to each airline.

“You can track the resolution process. We don’t need to name and shame because it is a self-reporting system. You are already naming and shaming yourself if you don’t perform well,” said Captain Najomo.

In her remarks, Mrs. Ifueko Abdulmalik, Assistant General Manager of Consumer Protection, emphasized that the portal aligns with NCAA’s broader initiative to automate its processes in line with international standards. She assured that the automation will lead to more efficient and effective consumer complaint resolutions.

“We are onboarding the staff of the airlines so that they are also seeing the complaints in real-time. This makes the processes smoother, faster, and ultimately leads to happier consumers,” she said.

Abdulmalik added that the portal would also allow the NCAA to monitor regulatory compliance, including tracking flight delays.

In concluding, the NCAA asserted it has prioritized proper training for its officers and airline staff to ensure the effective utilization of the portal, which is expected to be launched before the end of the year.