The spokesman for the Nigerian Civil Aviation Authority (NCAA), Mr. Michael Achimugu, has reaffirmed the integrity and capability of its consumer protection directorate staff to promptly and adequately address passengers’ complaints at airports across the country.
He made the declaration while speaking as a guest on a television programme.
Achimugu who urged passengers to approach the directorate of consumer protection and public affairs whenever the need arises stated that with the launch of the consumer protection portal on September 19, 2024, passengers experience, service delivery and responses from airlines had significantly improved.
He affirmed that no single report of misconduct has been made against any staff of the agency and especially the Consumer Protection staff who have direct contacts with passengers in the course of their flight.
“Thanks to the efforts of our consumer protection officers, we have most of them spending their nights at the airports under unfavourable conditions, sometimes with lack of security. Some of them have been harassed in the course of carrying out their duties.
“I make bold and I’m proud to say that the NCAA’s officials at the airport are one of the very few, if not the only agency that have never been accused of extorting travellers at the airport.
“It makes me very proud of my officers, you know. And then, of course, the work that the flight operations and adjudication unit have been doing,” he said.
Recall that the acting director general of the NCAA, Capt Chris Najomo had affirmed during launch that the portal was among measures put in place to improve consumer protection.
“The portal is playing a pivotal role that ensures airline passengers in the country receive better information and an avenue to address their grievances at the airport.
“This portal offers a comprehensive platform where passengers can lodge complaints, access real-time data on airline performance, and monitor punctuality and on-time operations of airlines.
“The NCAA Consumer Protection Portal is our proactive response to these issues, providing a robust system to protect and empower consumers,” Najomo said.
For his part, the minister of aviation and aerospace development, Mr Festus Keyamo remarked: “As a frequent flyer myself, I have seen firsthand, the rage of passengers who are either disappointed by delayed flights, cancellations or some ugly experiences on those flights. I have seen the rage, and this is a means by which they can ventilate that rage.
“This initiative represents a significant step in our commitment to safeguarding the rights and interests of aviation consumers across our nation.
“In today’s rapidly evolving marketplace, consumers face myriads of challenges, from being unaware of their rights to navigating complex regulations to addressing poor services or unfair practices. Hence, the need for a robust system to protect and empower consumers has never been more critical.”
