NCAA moves to tackle airline operators over ticket refund complaints
The Nigeria Civil Aviation Authority has met with travel agents and airline operators to find a lasting solution to issues of flight disruptions, and ticket refund complaints, among others.
The aviation stakeholders, who met at the NCAA office at the Murtala Muhammed Airport Lagos, discussed issues affecting the sector and agreed on possible solutions.
At the meeting, the Director, Air Transport, NCAA, Mrs Olayinka Babaoye, told the stakeholders that the meeting became necessary due to rising issues of flight disruptions and passenger complaints.
Babaoye said that it was paramount to strike a balance between the causes of flight disruptions and how messages were related to passengers.
She further added that it would help the agency to get the sides of the airlines, passengers and travel agents to agree on the way forward.
She said, “It is good to hear from both sides because we have called the airline on several occasions, both foreign and domestic airlines.
“To discuss the issue that we keep getting from passengers on disruption, on how cancellations and delays are being handled.
“And I know we worked very closely with NANTA because we were trying to make sure that passengers come first. But at the same time, it is also to balance between the passenger, the airline, and the country as a whole.”
Also speaking at the meeting, Director, Public Affairs/Consumer Protection, NCAA, Micheal Achimugu, said that the government through the agency was ready to dish out sanctions where necessary.
He said, “Both local and international airlines should henceforth be cautious as the hammer could hit any operator, citing the case with the Turkish Airlines and NUATE saga.
“There is an absolute need to eradicate the touts at the airport. NANTA members, who are certified by the NCAA must be properly identified.
“Most of the aftermath of disruptions at the airport are constituted by these touts,” he said.
A travel agent, Adeola Folami, urged for more engagements such as meetings of this kind as the same will help nip many issues in the bud.
He also noted that there should be a balance between the International Airport Transport Association’s exchange rate for ticket sales and other exchange rates, adding that failure to do so could affect the industry negatively.
Some other agents also said that email notifications were not promptly sent out by airlines, stating that agents stopped inputting personal data of passengers in purchasing tickets because the airlines have been caught sending promotional emails and discounted tickets.
Another agent, MaryAnn Onuoha said that IATA had become a government in Nigeria, as they tend to change ROE daily.
The travel agents complained strongly about the refund policy by airlines which took passengers and agents too long or never to retrieve their funds.
Responding, the Director of Public Affairs and Consumer Protection of the agency stressed that all issues would be attended to by the NCAA Act.
