Flight Delays, Cancellation: Consumer Protection Portal Kick Off With Dedicated 207 Staff – NCAA

In order to curb flight delays, cancellation and other breach of Customers’ rights, the Nigerian Civil Aviation Authority (NCAA), has launched a new Consumer Protection Portal, staffed by 207 dedicated personnel in 23 airports across the country.

This initiative aims to streamline the complaint process for passengers facing issues with airlines.

The portal, it was gathered, was to safeguard Customers’ right and in fulfilment of NCAA’s commitment to enforcing compliance with Part 19 of the Civil Aviation Regulations.

LEADERSHIP gathered that now, consumers can  log in real time situations on airport incidents, delays and other issues regarding their flights.

Speaking at the launching of the portal in Lagos, on Thursday, the acting director general of NCAA, Capt. Chris Najomo, emphasised that the portal is the regulatory body’s proactive response to consumers’ challenges in the sector.

Flight Cancellation: NCAA Launches Complaints Automation Portal

Najomo highlighted that the portal provides quick access for lodging complaints and real-time monitoring of airline punctuality and on-time performance

“From being unaware of their rights to navigating complex regulations, consumers face unfair practice hence, the need for a robust system to protect and empower consumers has never been more critical.”

“It will offer a wealth of resources, including guidelines on consumer rights, tools for reporting grievances, and support to Nigerian aviation consumers,” he added.

“This platform is not merely a digital space but a beacon of transparency and accountability, the portal will create a more equitable marketplace where consumers can confidently engage with airlines and other service providers.

Najomo, who commended the NCAA’s 207 dedicated Consumer Protection Officers stationed at 23 airports, demanded swift resolution of passenger grievances.

He argued that the Consumer Protection Portal will transform the protection of consumer rights within the Nigerian aviation sector significantly.

“This initiative represents a significant step in our commitment to safeguard the rights and interests of aviation consumers across our nation. In today’s rapidly evolving marketplace, consumers face myriads of challenges. The Consumer Protection Portal is NCAA’s proactive response to these challenges.

Indeed, its benefits are far-reaching. This platform is designed to provide consumers with quick access for lodging complaints, collation of data on airline flight operations, real time monitoring of airlines’ punctuality and, on-time performances.

“It will offer a wealth of resources, including guidelines on consumer rights, tools for reporting grievances, a source for data referencing for the purpose of research and development for informed decision-making, improved services and ultimately, support to Nigerian aviation consumers and the industry.

“I will like to express my deepest gratitude to our dedicated team of Consumer Protection Officers who worked tirelessly with the developers to bring this deliverable to fruition; our 207 dedicated Consumer Protection Officers stationed across 23 airports in Nigeria working round-the-clock to ensure that passengers grievances are addressed speedily; and to our partners and stakeholders who have shared their insights and expertise. Your commitment to protecting consumers has been instrumental in making this initiative a reality.

“As we launch this portal today, I urge all of you to spread the word. It is for you as it is for us. It is, thus, essential that every aviation consumer in Nigeria is aware of this resource and understands how to utilise it effectively.

“Together, we can foster a culture of empowerment and vigilance, ensuring that aviation consumers know their rights and have the tools to advocate for themselves.,” Capt Najomo stated.