The Nigeria Civil Aviation Authority (NCAA) has launched a groundbreaking Consumer Protection Portal, aimed at safeguarding the rights of aviation consumers across the nation. The portal, which was officially unveiled on Thursday, September 19, 2024, at the NCAA Training Hall in Lagos, marks a significant milestone in the authority’s commitment to improving passenger experiences in Nigeria’s aviation industry.
The launch event saw the attendance of key aviation stakeholders, including Minister of Aviation and Aerospace Development Festus Keyamo, airline executives, and industry leaders. During the event, Acting Director-General of Civil Aviation (DGCA), Captain Chris Najomo, underscored the importance of the portal in promoting safety, transparency, and accountability within the sector.
Captain Najomo emphasized that the portal is a core component of his NCAA Project 2024, which aligns with the Minister’s 5-point agenda to support the growth of local airlines while upholding international standards. This initiative, part of President Bola Tinubu’s Renewed Hope Initiative, aims to strengthen consumer protection while enhancing safety and security across Nigeria’s aviation landscape.
“This platform is not just a digital space but a beacon of transparency and accountability. We are revolutionizing consumer protection activities in the NCAA while ensuring airlines comply with regulatory requirements in Part 19 of the Nigeria Civil Aviation Regulations,” Najomo said.
The portal allows consumers to log complaints in real time, monitor airline punctuality, and access critical resources on consumer rights. Passengers can track airline performance, report flight delays, and review punctuality analysis to stay informed about their travel. It also provides insights into flight disruptions and showcases airlines’ scheduled versus actual departure times.
Beyond empowering consumers, the portal is expected to boost operational efficiency and foster a fairer marketplace for airlines and passengers. With over 207 dedicated Consumer Protection Officers stationed at 23 airports across Nigeria, the NCAA is committed to ensuring swift resolution of passenger grievances. The data collected through the portal will also be used for research and development, driving continuous improvement across the industry.
“This initiative reinforces our dedication to safeguarding consumer rights and ensuring that aviation consumers know their rights and have the tools to advocate for themselves,” Najomo added.
In his address, the Minister of Aviation and Aerospace Development, Festus Keyamo, praised the NCAA for its proactive approach, noting that the portal will play a crucial role in supporting the growth and sustainability of Nigeria’s aviation industry.
The launch of the Consumer Protection Portal is a landmark achievement for the NCAA, offering a more equitable and transparent aviation experience for all passengers. As the platform becomes widely adopted, it is expected to set a new standard for consumer protection in Nigeria’s aviation sector.
