The Nigeria Civil Aviation Authority has initiated training for its consumer protection officers and airline staff representatives on the use of its upcoming consumer protection portal.
The two-day training, which commenced on Wednesday at the NCAA headquarters in Abuja, was inaugurated by acting Director General Captain Chris Najomo, represented by Michael Achimugu, Director of Public Affairs and Consumer Protection.
Najomo highlighted the historic nature of the portal, emphasizing that it is the first of its kind for the NCAA.
He mentioned that the development of the portal began during his tenure as Director of Public Affairs and Consumer Protection and that it signifies the Authority’s commitment to improving the ease of doing business within the aviation sector.
“The portal will facilitate real-time handling of passenger complaints against airlines and ensure the on-time performance of all airlines operating in Nigeria,” Najomo stated.
He further added that the portal simplifies the job for the 260 Consumer Protection Officers stationed across Nigerian airports, making the complaint resolution process more efficient.
The portal is also designed for data collation, a crucial element for effective planning in the aviation industry. It will ensure transparency by allowing users to track the number of complaints lodged against each airline and monitor the resolution process.
Najomo stressed that the system’s self-reporting nature inherently promotes accountability among airlines.
Assistant General Manager of Consumer Protection, Ifueko Abdulmalik, emphasized that the portal aligns with NCAA’s broader automation reforms.
“This shift from manual processes to automation is expected to streamline complaint resolution and enhance consumer satisfaction,” she assured.
Abdulmalik noted that airline staff are being integrated into the system to ensure they can see complaints in real time, thereby expediting the resolution process.
She also mentioned that senior officials, including the minister and the DGCA, will have access to the portal for continuous monitoring of complaint resolutions.
Additionally, the portal will enable airlines to log delayed flights, allowing the NCAA to ensure regulatory compliance effectively.
The training and subsequent launch of this portal mark a significant step towards improving consumer protection and operational transparency in Nigeria’s aviation sector.
