NCAA reaffirms integrity, highlights progress in consumer protection efforts

The Nigerian Civil Aviation Authority (NCAA) has reassured the public of its commitment to consumer protection at airports nationwide, emphasizing the integrity of its consumer protection directorate staff.

The agency encourages passengers to engage with its representatives for assistance with grievances related to their travel experience.

Michael Achimugu, Director of Public Affairs and Consumer Protection at the NCAA, highlighted the agency’s recent achievements following the launch of the Consumer Protection Portal on September 19, 2024.

He noted that the platform has significantly improved passenger experiences, streamlined service delivery, and enhanced response times from airlines.

“There hasn’t been a single report of misconduct against any of our consumer protection staff, who have direct interactions with passengers,” said Achimugu.

In a recent television interview, he praised the dedication of NCAA officials, adding that they often work late hours at airports under challenging conditions. “I’m proud to say that NCAA officers are among the few, if not the only, officials at the airport who have never been accused of extortion. Their commitment to serving passengers is unwavering.”

The portal, part of NCAA’s broader consumer protection strategy, provides passengers with tools to submit complaints and monitor real-time airline performance, including punctuality and service standards.

Acting Director General of Civil Aviation, Captain Chris Najomo, described the portal as a pivotal advancement for consumer rights, saying, “This portal offers a comprehensive platform where passengers can lodge complaints and access crucial data on airline operations. It’s a proactive measure designed to protect and empower consumers.”

During the portal’s launch, Minister of Aviation and Aerospace Development, Festus Keyamo, shared his perspective as a frequent flyer who has witnessed the frustrations of passengers over issues like flight delays and cancellations.

“This initiative represents a significant step in our commitment to safeguarding the rights and interests of aviation consumers across our nation,” he remarked. “In today’s fast-paced market, consumers face a range of challenges, from unfamiliarity with their rights to navigating complex regulations. A robust system to protect consumers has never been more critical.”

The NCAA’s Consumer Protection Portal is positioned as a proactive response to these challenges, ensuring that aviation consumers in Nigeria are well-informed and supported in addressing grievances related to their travel experiences.