NCAA to Launch Consumer Protection Portal for Aviation Sector

In a significant step towards enhancing transparency and accountability in Nigeria’s aviation sector, the Nigerian Civil Aviation Authority (NCAA) has unveiled plans to launch its consumer protection portal this August. This initiative follows mounting efforts by the NCAA to address widespread consumer grievances within the industry.

The forthcoming portal is designed to empower passengers by allowing them to log complaints, track airline on-time performance, and access self-reported data on the resolution of issues. This move aims to make airline performance data publicly accessible, ensuring greater transparency.

“The Consumer Protection Portal of the NCAA will soon be live, enabling people to log their complaints and see the on-time performance of all airlines, the number of cases reported to them, how many have been resolved, and how many are pending,” said Michael Achimugu, Director of Public Affairs and Consumer Protection at the NCAA. He elaborated that the portal would feature a self-reporting system, making it clear to the public how each airline is performing.

Achimugu further explained, “Each airline will be reporting its performance to the general public. If an airline is underperforming, it will be open and transparent for everyone to see.”

The NCAA aims to launch this automated system by the end of August, integrating it with other upcoming initiatives. “It is ready; we are just finalizing a few other components that we plan to launch simultaneously,” Achimugu added.

This development aligns with earlier statements from Minister of Aviation Festus Keyamo, who announced that aviation regulators would start compelling airlines to compensate passengers for delayed or cancelled flights by January 2024. Keyamo also assured that a list of airlines responsible for delays or cancellations would be published weekly as part of the compensation scheme.

The NCAA reported a substantial success rate in enforcing airline refunds, achieving a 65 to 70 percent success rate in resolving related issues. “We have recorded a 65 to 70 percent success rate with enforcing refunds,” Achimugu stated, acknowledging the ongoing challenges in the aviation industry where delays and cancellations often lead to conflicts between airlines and passengers.

Highlighting the complexity of these issues, Achimugu noted, “Some delays are not the fault of the airlines. Even when passengers are at fault, they often blame the airlines.” He recounted a recent incident where a passenger demanded a refund despite arriving at the airport just 30 minutes before departure.

The NCAA has already achieved a 65 to 70 per cent success rate in enforcing airline refunds. Achimugu commented on the challenges faced, noting, “We have recorded significant success in resolving refund-related issues.”

However, he also stressed the importance of fairness, acknowledging that not all delays are attributable to airlines. “The honourable minister reminded us that some delays are beyond the airlines’.