The Minister of Aviation and Aerospace Development, Festus Keyamo, yesterday, ordered the Nigeria Civil Aviation Authority (NCAA) to immediately update and resolve outstanding ticket refunds in the sector.
The order, handed down at the launch of the NCAA Consumer Protection Portal in Lagos yesterday, was not unconnected with airlines that recently stopped operations over economic challenges.
The minister, who reiterated the importance of consumer satisfaction in the local segment especially, said they were not unaware of the complaints of people whose monies have not been returned by certain airlines that have lately stopped operations due to safety concerns.
It will be recalled that Azman Air in August 2023, suspended operations due to the lack of equipment to continue flight services. Also earlier this year, the government suspended operations of Dana Air for safety and financial reasons.
Keyamo said: “I am not unaware of the complaints of people whose money has not been refunded by certain airlines that have stopped operations due to safety concerns. I receive a huge number of such complaints in my emails, text messages and direct messages.
“I have been a lawyer of the Federal Republic for over 30 years before I was called to serve my fatherland. People find a way to send these complaints to me and that is why I receive some of these complaints directly.
“For the airlines that have not refunded passengers’ money, there must be a public statement by the NCAA by the end of Friday latest. Let the public know what is happening to that money. I know you have reached a resolution about that, but let’s not pretend as if we are not hearing anything about this.
“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 said.
Lauding the activation of the Consumer Protection Portal, the Minister noted that the portal would put the NCAA under pressure “because it reveals how many complaints you have received, how many you have resolved, and the length of time you take to resolve those complaints.”
The Acting Director-General of the NCAA, Capt. Chris Najomo, said the Portal initiative represents a significant step in the Authority’s commitment to safeguard the rights and interests of aviation consumers nationwide.
“In today’s rapidly evolving marketplace, consumers face a myriad of challenges, from being unaware of their rights to navigating complex regulations to addressing poor services or unfair practices. Hence, the need for a robust system to connect and empower citizens has never been more critical. The Consumer Protection Portal is the NCAA’s proactive response to the challenges.
“Indeed, its benefits are far-reaching. This platform is designed to provide customers with quick access to lodging complaints, the collation of data on airline flight operators in real-time, monitoring of airlines, punctuality, and on-time performance,” Najomo said.
He added that the portal would offer a wealth of resources, including guidelines and consumer rights, tools for reporting grievances, resources for data reference, for reference, research and development, for informed decision-making, improve services, and ultimately support the Nigerian aviation consumers and the industry.
Najomo said further that the portal is not merely a digital space but a beacon of transparency and accountability while yearning to create a more equitable marketplace for consumers.
