NCAA’s consumer protection portal speeds up complaints resolution
By Seun Ibiyemi
The Nigerian Civil Aviation Authority, NCAA, has commenced a two-day training on using the upcoming consumer protection portal.
According to Acting Director General of Civil Aviation, Captain Chris Najomo, the portal will resolve passenger complaints against airlines in real-time.
This training is for its consumer protection officers and airline representatives. Consequently, it aims to enhance the on-time performance of all airlines operating in Nigeria.
Najomo, represented by Director of Public Affairs and Consumer Protection, Mr. Michael Achimugu, stated that the portal will streamline the resolution of passenger complaints. The portal is set to launch by the end of the year.
He emphasised, “This is historic. When you check the time frame it took us to reach this point, you will see our determination to succeed.”
The portal simplifies the work for the 260 CPOs across all Nigerian airports. Captain Najomo highlighted that building the portal fulfills one of his key action points for 2024, contributing to an improved business environment.
“The portal makes the processes of complaints and complaints resolution much easier,” he noted.
Additionally, the portal will facilitate data collation, a critical component for planning and executing strategies in the aviation industry.
Najomo pointed out, “The portal will ensure transparency as we are onboarding all airlines where people get to see all the number of complaints that have been sent to each airline. You can track the resolution process.”
The Ag. DGCA stressed the importance of training NCAA officers and airline staff before the portal’s launch to ensure its effective use. Moreover, Mrs. Ifueko Abdulmalik, Assistant General Manager of Consumer Protection, mentioned that the portal aligns with NCAA’s efforts to automate its processes amid ongoing reforms. “With automation, everything is simplified, and we will have better results in consumer complaints resolutions,” she assured.
The portal will also allow airlines to log delayed flights, enabling the NCAA to monitor regulatory compliance. This transparency ensures airlines are accountable, as poor performance becomes evident through the self-reporting system.
