The Minister of Aviation and Aerospace Development, on Thursday inaugurated the consumer protection portal of the Nigeria Civil Aviation Authority (NCAA), aimed at providing travelers with an efficient platform to lodge complaints and track resolutions, Okay.ng reports.
Speaking at the launch in Lagos, Keyamo emphasized the need for airlines to address ticket refunds owed to passengers, especially those whose flights were canceled due to the airlines’ suspension of operations. He directed the NCAA to ensure refunds are made within 24 hours.
“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,” Keyamo said, noting the large number of complaints he personally receives. He added that there must be a public statement from the NCAA by Friday to clarify what actions are being taken to refund passengers.
Keyamo highlighted that the issue of ticket refunds is part of the broader scope of consumer protection, stating: “Let the public know what is happening to that money… People bought tickets before the airlines ran into troubled waters. What happened to their money?”
The launch of the portal is expected to streamline the process of addressing complaints, ensuring efficiency in resolving issues related to aviation services. Keyamo commended the NCAA’s leadership for the initiative, particularly its Consumer Protection Directorate, emphasizing that passenger satisfaction is key to the viability of the aviation sector.
“The final thing that we must achieve in the sector is that the person boarding the aircraft must have a good experience, either in terms of prices, environment, or service,” Keyamo said, adding that protecting consumers is a shared responsibility across the industry.
Chris Najomo, acting director-general of the NCAA, praised the new portal, calling it a vital step in defending the rights of aviation consumers in Nigeria. He noted that, in an increasingly complex marketplace, passengers often face challenges, making a robust system of protection essential.
