NCAA to digitalize operations, enhance passenger experience
The Nigeria Civil Aviation Authority (NCAA) has announced plans to fully digitalize its operations, aiming to improve the efficiency of its oversight functions and enhance the passenger experience across the country.
Captain Chris Najomo, the Acting Director-General of NCAA, revealed this initiative on Friday while inaugurating a training program for the newly unveiled Consumer Protection Portal. The portal is part of the broader digital transformation strategy designed to streamline various processes, including the issuance and renewal of licenses, certifications, and the resolution of passenger complaints.
According to Najomo, the new digital platform will significantly expedite the resolution of complaints by passengers, allowing for quicker and more convenient processing. Additionally, the portal will serve as a tool to monitor and evaluate the performance of both domestic and international airlines operating in Nigeria.
“The capacity-building program was organized to equip airline personnel and NCAA staff with the skills needed to address the frequent complaints about delayed or canceled flights and other service failures in the aviation sector,” Najomo explained. He added that the NCAA is committed to modernizing its operations by incorporating the latest information technology applications to fulfill its regulatory responsibilities effectively.
“We have made significant progress,” Najomo stated. “We began the MPIC process two years ago, and we’ve conducted several training sessions. The system is now being deployed, and it’s going to revolutionize our processes, from the AOC system to certification, recertification, and licensing.”
Najomo also highlighted the efforts of Nigeria’s Aviation Minister, Festus Keyamo, in facilitating easier aircraft acquisition for local carriers. The Minister has been actively engaging with major aircraft manufacturers such as Boeing and Embraer to secure dry leasing agreements, which will help address the challenges of delays and cancellations caused by insufficient fleet capacity.
“The Minister has been working tirelessly, negotiating with airplane makers to secure dry leases for our local airlines. This will soon yield positive results, enabling airlines like Air Peace and United Nigeria Airlines to acquire the necessary aircraft to meet demand,” Najomo said.
Regarding the upcoming policy that mandates a minimum of six aircraft in the fleet of Nigerian carriers, Najomo noted that the NCAA is refining the regulation to align with the specific operational needs of each airline. The policy, set to take effect in 2025, may allow for flexibility depending on the scale and scope of the carrier’s operations.
“We are fine-tuning the policy to ensure it fits the operations of different airlines. For instance, full-service carriers may be required to have six aircraft, but smaller operators with more localized routes may only need three. Our goal is to encourage more participation in the industry,” he said.
Najomo emphasized the benefits of the training and the Consumer Protection Portal, which will provide real-time monitoring of airline performance and passenger service procedures. The portal will also offer transparency, allowing the public to view and assess the performance of airlines on the NCAA’s official website.
“This portal, which will be officially launched soon, is crucial. We’ve conducted staff training, and now we’re engaging all stakeholders to ensure everyone understands how it works. By the end of this training, I’m confident it will be immensely beneficial for everyone involved,” Najomo concluded.
