The Minister of Aviation and Aerospace Development, Festus Keyamo, has issued a 24-hour ultimatum to the Nigeria Civil Aviation Authority (NCAA) to take action on pending air ticket refunds owed to passengers by airlines that have suspended operations. The directive came during the launch of the NCAA Consumer Protection Portal on Thursday, September 19, 2024, at Murtala Muhammed Airport, Lagos.
Keyamo expressed concern over the increasing number of complaints from passengers who have been unable to reclaim funds from airlines that ceased operations due to safety or financial reasons. Notably, Azman Air suspended flights in August 2023 due to equipment shortages, while Dana Air was grounded in April 2024 following concerns over safety and financial viability. Despite efforts by passengers to retrieve their money, many have been left in limbo.
The minister, who revealed that he has been inundated with complaints via emails, text messages, and social media, emphasized the urgency of the situation. He directed the NCAA to publicly address the issue by Friday, outlining steps taken to resolve the backlog of refunds.
“For the airlines that have not refunded passengers’ money, there must be a public statement by the NCAA by the end of Friday,” Keyamo declared. “People bought tickets before the airlines ran into troubled waters. What happened to their money? What plans do you have to refund them? This is part of consumer protection.”
Keyamo’s remarks came at the unveiling of the NCAA Consumer Protection Portal, a user-friendly platform that allows passengers to lodge complaints and monitor airline performance in real-time. The portal, designed to improve transparency and accountability within the aviation sector, is expected to streamline the resolution of consumer grievances and ensure a more equitable marketplace.
The acting Director-General of the NCAA, Captain Chris Najomo, acknowledged the challenges posed by the unresolved refunds but reassured the public that progress was being made. “We are on it with the airlines. As we speak, some refunds have been made, not all, but it is in the process,” Najomo stated.
Najomo also highlighted the portal’s role in transforming consumer protection activities. The platform provides real-time insights into airline punctuality, performance, and flight disruptions, giving passengers the tools to stay informed and make better travel decisions.
Keyamo praised the NCAA’s leadership and the Consumer Protection Directorate for their efforts in launching the portal. He stressed the importance of prioritizing the needs of the traveling public, noting that the viability of Nigeria’s aviation sector hinges on delivering a positive customer experience.
“The final goal is for passengers to have a good experience, whether in terms of prices, environment, or overall service. We are all Consumer Protection Officers, and it’s not just the responsibility of those in uniform,” Keyamo remarked. “As a frequent flyer myself, I have witnessed the frustration of passengers due to delayed or canceled flights. This platform offers a means for them to express their concerns.”
The launch of the NCAA Consumer Protection Portal and the minister’s firm stance on unresolved refunds signal a new era of accountability and improved service delivery in Nigeria’s aviation industry. The portal is expected to empower consumers and help address long-standing issues plaguing the sector.
