New Era for Air Travellers: NCAA to Introduce Digital Complaint System September 19

The Nigeria Civil Aviation Authority (NCAA) is set to launch its Consumer Protection Portal on September 19, 2024, marking a significant shift from traditional complaint-handling methods to a fully automated system. This landmark development aims to enhance consumer satisfaction within Nigeria’s aviation sector by providing a more efficient and transparent way for air travellers to file and track complaints.

In an announcement made via the NCAA’s official X (formerly Twitter) account on Tuesday, the organisation confirmed that the portal’s launch will be officiated by Festus Keyamo, the Minister of Aviation and Aerospace Development.

The introduction of the Consumer Protection Portal represents a pivotal moment in the modernization of consumer rights within the aviation industry. The platform, led by Capt. Chris Najomo, Acting Director General of the NCAA, is designed to transform the interaction between air travellers and airlines operating in Nigeria.

The new portal will allow passengers to electronically submit complaints, track the resolution process, and access real-time data on the on-time performance of all airlines in Nigeria. By offering this level of transparency and accountability, the NCAA aims to enhance the overall consumer experience and build greater trust within the industry.

Pre-Launch Preparations and Training

In preparation for the portal’s launch, the NCAA conducted an extensive training programme for its officers earlier this August. This initiative involved staff stationed at various airports across the country to ensure they were well-prepared to handle consumer complaints efficiently and professionally using the new system. The training was aimed not only at familiarising staff with the portal’s features but also at improving their capacity to resolve complaints swiftly, thus boosting overall customer satisfaction.

During the training sessions, Mr Michael Achimugu, the NCAA’s Director of Public Affairs and Consumer Protection, highlighted the critical role played by the ICT Department in the development of the portal. From its inception to its upcoming launch, the ICT team has worked diligently to ensure the portal meets high standards of functionality and user accessibility.

The NCAA also revealed that Minister Festus Keyamo would be directly integrated into the portal system. This integration is intended to provide him with hands-on experience and a thorough understanding of the portal’s operations. By doing so, the Ministry of Aviation and Aerospace Development can ensure that the portal aligns with its broader objectives and that any arising issues are swiftly addressed.