NCAA Commends Local Airlines, Seeks Additional Layers Of Protection For Air Travellers

The Director, Public Affairs and Consumer Protection, Nigeria Civil Aviation Authority (NCAA), Mr. Michael Achimugu has expressed the regulatory body’s appreciation to “Nigerian airlines for their stoicism. We understand better than anyone else how challenging the business environment is. We know how low profit margins are, if existent at all. We also know that not all flight disruptions are the faults of the airlines. Despite these, we have airlines paying out refunds and compensations at an encouraging rate.

Speaking today at the presentation of a [proposed block chain portal initiative by Breezetech Technologies, which intends to address several air traveller challenges, Achimugu said: “In my recent encounter with a former DGCA of Argentina, she expressed utter disbelief at hearing that airlines pay refunds in Nigeria. In her words, “Airlines in my country will never do that, no matter the intervention by the CAA. This is because the faults are mostly not that of the airlines.” End of quote.

I have also monitored the trend in nations across the world, and I say with pride that, given the peculiar environment, Nigerian airlines are trying and, therefore, deserving of a standing ovation. Let posterity witness this fact today.”

He said the NCAA is seeking additional layers of protection for air travelers since they are the kings of the industry and must be protected much better than is being done.

“The question now becomes, how do we assist the airlines without compromising the passengers? You all know that the Honourable Minister supports the growth of domestic airlines. This is one of his five-point agenda. He has proven this by the signing of the Cape Town Convention Practice Direction as well as Capt. Najomo’s signing of the IDERA.

More airplanes are now able to come into Nigeria. We are glad. Now that this aspect has been sorted, what is the next step?”

He further said “we have been in discussions with a number of insurance firms and insurance advocacies, to come up with a new system that does this without putting the operators business at unnecessary risk. Well, except for those who do not comply with the regulations.

Of all the models presented to the Authority, that of a certain Breezetech Technologies has been selected as the most implementable. Theirs is a block chain portal that offers almost immediate comfort to stranded or dissatisfied passengers while still at the terminals but also factors in the interest of the airlines. It is a marriage, four-way marriage between technology, insurance, operators, and regulator.

The Authority has looked at the block chain portal and the pedigree of the brain behind it. We have peeled back layer upon layer from the many possible solutions on offer, and it is the measured conclusion of the NCAA that what we are about to discuss here today, is, on paper, the most practicable model available to all stakeholders for now.

I say on paper, because Breeztech are here today to explain in detail, how this system works. It is important that this project has the buy-in of the operators. The NCAA of Capt. Chris Najomo has a listening ear and an open mind. We ask the same of all stakeholders. Let us examine this project and critique it most objectively.

Bear in mind that, while it is a novelty here, it is already in practice across Europe and some of the Americas. But we don’t want to copy and paste. We want to build something that is suitable to our peculiar situation. So, your input and acceptance is being sought.

Also, and finally, because we seek a holistic approach to resolving consumer protection, data gathering, passenger identification, and security issues, this project is being expanded to cover more than just additional insurance.”

According to Achimugu, “the Honourable Minister began his tenure worried about the impact of flight disruptions on the travel experience of Nigerian passengers who often, justifiably or not, have to pay high airfares for short distance flights. First, he identified the challenges, and began to gun for long-term fixes. He has been very vocal about refunds, rebates, and world-class customer service.”

“At the NCAA, Capt. Chris Najomo, having been a Director for Consumer Protection himself, understands the dynamics and is passionate about overcoming the albatross.

To this end, a number of quick-fixes have been implemented. Regular engagements between the NCAA Consumer Protection Department and airlines have helped to smoothen the hitherto rocky relationship between regulator and operators. We have been able to establish that this axis of the industry is a good and necessary marriage rather than the CAA being the big, bad bully, and, the airlines, scared but rebellious victims.

Consumer Protection Officers are now more visible and recognizable, the gradual but steady automation of Consumer Protection processes is helping to project Capt. Chris Najomo’s mantra of ease of doing business, and complainants are happier with the improvements in the quality of service and rapid case resolution which has now hit a record 65%, the highest in the history of the NCAA.”

He admitted that “while we applaud ourselves, the truth is, much more needs to be done before we are anywhere near the levels we aspire to.”

The proposed initiative was presented to the airlines by Francis Ekeng of Breezethech Technologies, and Roland Iyayi, an airline operator.