Aviation Minister Launches NCAA’s Consumer Protection Portal, Staff Uniforms
The Minister of Aviation & Aerospace Development, Mr. Festus Keyamo (SAN) today in Lagos, launched the Consumer Protection Portal of Nigeria Civil Aviation Authority (NCAA), together with the new uniform of NCAA’s Consumer Protection Officers.
In his remarks, the Minister told the NCAA that consumer protection efforts must translate to improved service delivery for the travelling public, adding that the portal is an avenue for air travelers to ventilate their rage or lodge complaints rather than destroy airline facilities. He noted that the whole world is going digital and that on assumption of office, one of his key objectives was to improve the experience of the travelling public.
The portal reveals how many complaints the NCAA resolves and the length of time it takes to resolve them.
Keyamo further directed that by tomorrow, September 20, 2024, NCAA should issue a public statement on the case of airlines that were yet to make refunds to passengers that had been disappointed after booking flights with those airlines and the service was not eventually delivered.
In an interview with journalists thereafter, Keyamo said: “The travelling public deserves to know how their complaints are being treated. They deserve to know who to complain to. They deserve to know the length of time to check for their complaints to be addressed. They deserve to know who to hold responsible. That’s what this portal seeks to achieve.
The portal puts the regulator under some kind of searchlight too. It tells us the length of time it is taking to address the complaints and what exactly they have done.”
Earlier in his welcome address, the Acting Director General, Civil Aviation, NCAA, Capt. Chris Najomo said the “initiative represents a significant step in our commitment to safeguard 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. The Consumer Protection Portal is NCAA’s proactive response to these challenges.”
