The Nigerian Civil Aviation Authority (NCAA) has reaffirmed its dedication to consumer rights and integrity, highlighting the impressive performance of its Consumer Protection Directorate in addressing passenger complaints without a single report of misconduct.
Director of Public Affairs and Consumer Protection, Mr. Michael Achimugu, shared these achievements while emphasising the agency’s commitment to a corruption-free service culture.
Achimugu pointed to the NCAA’s newly launched Consumer Protection Portal, which has revolutionized the airline passenger experience since its debut on September 19, 2024.
According to him, the portal has streamlined service delivery, enhanced airline responsiveness, and provided passengers with easy access to real-time assistance.
Commending his team, Achimugu stated, “Our consumer protection officers go above and beyond. Many spend their nights at airports, even facing harassment and security challenges, to ensure passengers’ needs are met. I’m proud to say that our airport officials stand out as one of the few, if not the only, government agency staff with a spotless record against extorting travelers. Their dedication is commendable, and so is the work of our flight operations and adjudication team.”
The Consumer Protection Portal is central to the NCAA’s new era of improved service and consumer empowerment, said Captain Chris Najomo, Acting Director General of Civil Aviation. “This portal provides a complete platform where passengers can lodge complaints, view real-time data on airline performance, and monitor punctuality,” Najomo explained.
He noted that it strengthens the NCAA’s focus on transparency and reliability in the aviation sector.
Also voicing his support, the Minister of Aviation and Aerospace Development, Mr. Festus Keyamo, called the portal a milestone for consumer protection in Nigeria. “As a frequent flyer, I’ve witnessed the frustrations passengers endure due to flight delays and cancellations. This portal is a powerful outlet for passengers to voice concerns and receive support,” Keyamo shared.
He added that in a fast-paced aviation market, this initiative underscores the necessity of protecting consumers from unfair practices and poor services.
The NCAA Consumer Protection Portal symbolizes a shift toward a more responsive and accountable aviation sector, reflecting the government’s commitment to passenger rights. The portal is expected to bring ongoing improvements to consumer protection and service quality at Nigerian airports, setting a benchmark for integrity and efficiency in public service delivery.
