The Nigeria Civil Aviation Authority (NCAA) is on the brink of a significant transformation in passenger complaint management with the upcoming launch of a groundbreaking consumer protection portal. This innovative platform, which is set to go live before the end of the year, promises to revolutionize the resolution of passenger complaints against airlines operating within Nigeria by facilitating real-time, transparent processes.
To ensure the successful deployment and utilization of the portal, the NCAA has initiated a comprehensive two-day training program for its Consumer Protection Officers (CPOs) and representatives from various airlines. The training, which began on Wednesday at the NCAA’s corporate headquarters in Abuja, was inaugurated by the Acting Director-General of Civil Aviation, Captain Chris Najomo, who was represented by Mr. Michael Achimugu, the Director of Public Affairs and Consumer Protection.
Captain Najomo highlighted the portal’s potential to transform the complaint resolution landscape in Nigeria’s aviation sector. “There has never been a consumer protection portal in the NCAA. This is the first. This is historic. The determination to make it work is evident in the time and effort invested to bring it to this point,” Najomo stated. He added that the inception of this portal began during his tenure as the Director of Public Affairs and Consumer Protection, underscoring its importance in enhancing the efficiency of the 260 CPOs stationed across Nigerian airports.
The portal is a cornerstone of Captain Najomo’s 2024 action plan, aimed at fostering a business-friendly environment within the aviation sector. It is designed to streamline the complaint process, ensuring faster and more efficient resolutions, while also facilitating the collection and utilization of critical data. “Data is a major issue in Nigeria, and in the aviation industry, you can’t make proper plans or get things right without it. This portal makes data collection easier for everyone, including stakeholders,” Najomo emphasized.
One of the portal’s standout features is its commitment to transparency. It allows passengers and stakeholders to track complaints lodged against airlines and monitor the resolution process. “We don’t need to name and shame because it is a self-reporting system. You are already naming and shaming yourself if you don’t perform well,” Najomo noted.
The Assistant General Manager of Consumer Protection, Mrs. Ifueko Abdulmalik, elaborated on the portal’s alignment with NCAA’s broader goal of automating its processes to meet international standards. “In the past, we handled complaints manually, which wasn’t very efficient. With automation, everything is simplified, leading to better results in consumer complaint resolutions,” she assured.
Mrs. Abdulmalik also highlighted that the portal would enable airline staff to view complaints in real-time, ensuring quicker and smoother resolution processes, ultimately enhancing consumer satisfaction. Additionally, high-level officials, including the Minister and the Director-General of Civil Aviation, will have continuous access to the portal, allowing for ongoing monitoring of regulatory compliance and transparency.
As the NCAA prepares for the portal’s official launch, the thorough training of its officers and airline staff is deemed crucial for the portal’s successful implementation. This initiative marks a significant step towards automating the agency’s consumer protection system, improving passenger experience at airports, and enhancing the overall efficiency of Nigeria’s aviation industry.
