The Nigerian Civil Aviation Authority (NCAA) has launched its Consumer Protection Portal, a new platform designed to handle passenger complaints in their interactions with airlines and aviation agencies.
This initiative aligns with global standards, enhancing communication between air travelers, airlines, and the NCAA.
During the launch, Captain Chris Najomo, Acting Director General of the NCAA, emphasized that the portal is part of the broader national agenda, supporting both the Minister’s five-point agenda and President Bola Tinubu’s Renewed Hope Agenda. Najomo highlighted the NCAA’s commitment to strengthening local airline businesses while maintaining international standards.
“The NCAA Consumer Protection Portal is not just a digital space but a symbol of transparency and accountability. It equips passengers to lodge complaints, track airline performance, and access real-time data on punctuality and operations,” Najomo said. The portal provides consumers with tools to address grievances and serves as a resource for aviation industry research and decision-making.
Najomo expressed gratitude to the NCAA’s Consumer Protection Officers, who operate across 23 airports in Nigeria, and to key stakeholders who contributed to the project’s success. He urged everyone to promote the portal’s use and encourage travelers to take advantage of it.
At the same event, Minister of Aviation and Aerospace Development, Festus Keyamo, directed the NCAA to ensure that passengers who purchased tickets from suspended airlines receive refunds within 24 hours. He referenced complaints from passengers affected by the suspension of airlines like Dana Air and Azman Air, urging the NCAA to issue a public statement outlining the steps taken to resolve the issue.
Keyamo also noted that the launch of the portal would improve the efficiency of the system and stressed the importance of providing a positive experience for air travelers. “Everyone, including myself, must prioritize the rights and satisfaction of passengers,” he said, underscoring the need for robust consumer protection in the evolving aviation industry.
