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NCAA canvasses technology use to advance passenger experience

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Nigeria Civil Aviation Authority, (NCAA) has implored both airport managers and airlines to adopt the use of technology to provide top notch passenger experience and a feeling of safety and security at the airports, as this will continue to help post-COVID-19 recovery of the air transport industry.

Director General, Nigeria Civil Aviation Authority, NCAA, Captain Musa Nuhu represented by the Director, Aerodromes and Airspace Standards (DAAS), Mr. Mohammed Odunowo during the presentation of his paper at the ongoing Airports, Airlines Business Summit and Expo AABSE 2022 organized by NIGAV.

On use of technology to advance service in the industry he said, “Many airlines recognize the role of mobile apps for day-of-travel communications and functions demand for online check-in and pre-ordering of products in airports may increase if the technology option is available to let travelers check in, check flight status, determine travel time to the airport, modify their itineraries seamlessly across devices and channels, including via mobile messages.

“Mobile will continue to play a critical in-trip role and also help to mitigate sanitation concerns. As travelers start to fly again, they will expect airlines to have measures in place to protect their health and safety. Airlines should embrace this, to identify high-value mobile features and innovations they can add to their offerings to meet this new wave of needs.

According to him, the NCAA’s target is to win back public confidence to fly again stressing that while safety and security is paramount for air travel, so also is passenger satisfaction and a passenger’s experience will determine if he flies again or the means by which he/she will travel again.

He said, “Improving passenger experience is a holistic approach. The travel experience commences from the time a passenger arrives at the airport to arrival at final destination.”

With the pandemic, new habits established, passenger awareness has reached a different level. Namely, passengers are more inclined to use online check-in and self-check-in kiosks.

Overall, they are more willing to use technology as people refrain from close contact and asking questions which they could figure out themselves.

Speaking on the airport experience in welcoming passengers and ensuring their confidence in the new normal Odunowo said, “Airports must continue to demonstrate that they are ready to keep the pandemic under control, with all necessary standards, recommendations and requirements implemented and applied, ensuring that travelers can have a safe journey, from the airport building entrance, to boarding and accommodating their seats in the plane.

“These actions include: Airport ambience: Seating areas/restrooms/restaurants/shopping areas. Also indicating the level of cleanliness, while making it visible, is a positive factor. Hand sanitizers are available across the airport, especially near and within the areas with frequently touched surfaces.”

On the airline experience, he charged them to remain focused on maintaining customer trust and pave ways for quick recovery.

According to him, maintaining schedule integrity is key as airlines must not display or advertise wrong flight times. In the event of a flight disruption the airline must provide timely information to passengers and live up to their obligation to provide care (Refreshment/meal/refund/re-routing on another flight in a timely manner) and in adherence to the Nigeria Civil Aviation Regulations 2015 Part 19.

He noted on misleading advertising that, “Airlines must not display or advertise wrong flight times. Passengers book flights to meet their travel plans it is frustrating when a person purchases a ticket for a particular time only to be informed that the fight will operate at a later time.”

He enjoined staff of airlines and airports to be courteous to passengers and not discriminate based on color, religion and must show willingness timeliness and fairness in handling of consumer issues/complaints.

Aviation

Aviation sector to benefit from RIDF

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Aviation is set to be part of key economic drivers that will benefit from President Bola Tinubu’s proposed Renewed Hope Infrastructure Development Fund (RIDF).

In a statement by Ajuri Ngelale, the fund targets strategic sectors like agriculture, transportation, ports,  energy, healthcare, and education along with aviation.

The initiative plans to inject funds into vital national projects to foster growth, bolster local value addition, generate jobs, and spur innovation.

Efficient use of low-interest loans and financing options will secure advantageous arrangements for project financing and operation.

The focus on aviation enhancement involves modernising major airports nationwide with targeted investments and infrastructure upgrades.

The statement reads, “On aviation enhancement, the focus is on the revitalization and modernization of major airports nationwide. Through targeted investments and infrastructure upgrades, major airports will undergo comprehensive refurbishment, including improvement in terminal facilities, runway expansions, and the implementation of cutting-edge technologies to enhance safety and operational efficiency.”

For agricultural infrastructure, the focus includes developing robust networks like storage facilities and irrigation systems.

In port revitalisation, the goal is to modernise facilities and attract investments to enhance Nigeria’s regional trade hub status.

“By modernizing port facilities and implementing advanced monitoring systems, the goal is to optimize efficiency, attract investments, and bolster Nigeria’s position as a regional trade hub,” the statement read.

Key road projects like Lagos-Calabar Coastal Road aim to enhance connectivity and stimulate economic growth.

Rail projects like Lagos-Kano and Eastern lines will modernise transportation networks for speed and reliability.

President Tinubu’s approval of the RHIDF absorbs the PIDF, expediting project delivery for Nigerians’ benefit.

Projects funded under the RHIDF will have a national spread, reflecting the commitment to equitable development.

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ICAO Aviation security audit team debriefs Nigeria, indicates strong outing

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The Team Lead of ICAO Security Audit Programme, Callum Vine, announced Nigeria’s strong performance during a debrief after its Audit.

Nigeria recently concluded the International Civil Aviation Organization (ICAO) Security Audit Programme the continuous Monitoring Approach (USAP-CMA) according to a statement emanating from Director, Public Affairs and Consumer Protection, FAAN, Obiageli Orah.

The USAP-CMA aims to improve aviation security compliance by analysing Member States’ performance and implementation of security standards. It focuses on Annex 17: Security Standards and Annex 9: facilitation compliance, along with associated procedures and security practices.

The event held at NCAA Headquarters saw Vine praise Nigeria’s robust policies and agencies, acknowledging their speed in addressing identified deficiencies without complaints.

He mentioned that the full audit report would be available within 60 days, followed by a 30-day period for comments.

FAAN’s Managing Director, Mrs. Olubunmi Kuku, affirmed using the audit results as a roadmap for continuous improvement.

She urged stakeholders to collaborate closely, share best practices, and uphold the highest security standards in the industry.

The debrief was attended by Dr. Emmanuel Meribole, representing the Minister, and Captain Chris Najomo, Acting Director General of NCAA.

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Arik Air receives Best Sustainable Airline Company award

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Arik Air has bagged the award for  Best Sustainable Airline of the Year,  2024 by the World Quality Alliance and Quality Standards Journal.

The airline’s Public Relations and Communications Manager, Mr Adebanji Ola, disclosed this in a statement made available to newsmen in Lagos.

Ola said the award was presented to the airline at the National Quality Summit 2024 held on March 22 in Abuja.

According to Ola, the Award General Committee of the National Quality Order of Merit, said the award was meant to celebrate leadership innovations and creativity in quality management.

Ola noted that Dr Ovie Shaka, Vice Chairman, Organising Committee of the National Quality Order of Merit Awards 2024, explained that the award was aimed at identifying, recognising and rewarding companies.

“The award also aims at rewarding personalities and products that apply quality assurance culture and quality management best practices.”

He said the award was presented by Stanley Ohenhen, on behalf of the Organising Committee and received by Arik Air’s Director of Safety, Capt. Jide Bakare.

Ola quoted Arik Air’s Chief Executive Officer, Capt. Roy Ilegbodu, as saying that the award is another testament of the airline’s fastidious adherence to operational safety standards.

Ilegbodu said Arik Air was committed to continual improvement of the management system and operational performance.

Recall that Arik Air also won the 2023  Best In-flight Service Airline by the Nigerian Aviation (NIGAV) Award.

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