The Director, Public Affairs and Consumer Protection of Nigeria Civil Aviation Authority (NCAA) ,Michael Achimugu has assured that the authority will prioritise making decisions and adjustments that will not compromise safety and security of passengers in order to uplift their travel experience.
He confirmed that Nigeria has the best Consumer Protection in Africa.
Achimugu who hosted the NCAA Consumer Protection National Stakeholder Summit ,held on 19th November ,2024 in its Annex Office, Muritala Mohammed International Airport, Lagos and spoke on behalf of the Chief Host, Ag. Director General, Chris Najomo made this known.
During the event which was tagged “Achieving Increased Adoption of Digital Technology in Air Travel Customer Complain Management:The Regulatory Perspective” , Achimugu told aviation personnel whose duties impact directly on the passenger that under the leadership of Chris Najomo, today’s NCAA does not intend to become a mere statistic in the dustbin of history.
He called on passengers to remember that airlines are in business and must make certain decisions based on the same principles that passengers also apply to their personal businesses.
“We aim to, together with you all, splash colours on the canvass of history, and the best time to begin is today, if we have missed opportunities in the past. The task before us is huge. We will step on toes to get the right thing done.
“We will strike a balance in the best interest of all parties. So, as you insist on having your rights protected, also do well to remember to honour your responsibilities as clearly stated in Part 19 of the NCAA Regulations 2023” he said.
The Senior Special Assistant to DGCA/ Assistant General Manager Consumer Protection, Ifueko Abdulmalik emphasised that passengers are faced with issues such as flight cancellations, delays, poor service, and inadequate compensation mechanisms.
She stated that the Consumer Protection regulations offers a strong regulatory framework to provide consumers with better protection against such situations, ensuring their rights are respected.
Abdulmalik affirmed that the NCAA in cognizance of international conventions and international service standards designed its consumer protection regulatory framework for fairness, inclusivity, and customer satisfaction and strategic advantage.
She solicited for collaboration from stakeholders for improved service delivery to customers.
“The regulation will enhance passenger satisfaction, create a level playing field for airlines, promote inclusivity, and boost confidence in the Nigerian aviation sector.
“The NCAA seeks collaboration will all stakeholders to addressing customer issues and proffer immediate assistance and care for disrupted flights, we can ensure that the aviation industry continues to thrive while safeguarding the rights and interests of all stakeholders.”
The Director , Airline Services, Ibom Airline , Amaka Echetabu, who represented the Executive Director and Chief Operating Officer, Ibom Air, George Uresi said complying with regulations require adaptation and embodying it as a culture .
She noted that NCAA has been humanised and made user friendly for everyone.She added that the most important part of technology is the human capital because that is what will drive and define the needed technology.
Echetabu called for improvement of tourism through appropriate conduct of Stakeholders in their duties.
“Ibom Air feels secure with the NCAA because they relate with us in a collaborative manner.NCAA CPD is very active and engaging.
“The human capital is our orientation, disposition, development and engagement as a people.There is room for development in the human capital space.
“Tourism is about we in the aviation sector working together and making our country encouraging for people to come.We are walking tourism announcements and tourism is another best way to generate revenue.”
First Baba Isa, a thought leader, lawyer and scholar complained about flight cancellation, flight delays, poor consumer service and poor inflight service.He requested that these problems are fixed in order to satisfy consumers.
He advised that the airspace is made safe and refund is done as quick as possible when necessary.
“There are several cases against Airline owners in court .Airlines should make sure that their staffs embody their objectives in order to treat customers properly “
