The Minister of Aviation and Aerospace Development, Festus Keyamo has harped on the need for a better traveling experience for the travelling public.

Keyamo who stated this while unveiling the Nigerian Civil Aviation Authority, NCAA, Consumer Protection Portal and new uniform at the NCAA training hall in Lagos noted that the portal is a means for the passengers to ventilate their views digitally.

He said the key objective of the portal is to improve the passengers experience and shore up consumer protection.

The Minister explained that: “To us, everything we do in the aviation industry must translate to a better traveling experience for the travelling public, if it does not translate to that, we have done nothing. This is what we have come here today to demonstrate.
The travelling public deserves better, they deserve to know how their complaints are resolved. They deserve to know who to complain to, they deserve to know the length of time it will take to resolve their complaints , they deserve to know who to hold responsible. That is what this portal seeks to achieve.
The portal also put the regulator on a kind of searchlight because it is telling us the length of time is taking them to resolve these complaints, what they have done in resolving these complaints.
You know what has been happening , we are trying to redesign the policy to redirect the whole aviation industry”.

In his welcome remarks, the Director General of the Nigerian Civil Aviation Authority, NCAA, Captain Chris Najomo, stated that upon his assumption of office as Ag. Director General Civil Aviation, he had two clear mandates to fulfil from the NCAA point of view which are part of the Minister’s 5-point agenda and ultimately, Mr. President’s Renewed Hope Agenda.

He said Mr. President had pledged to strengthen the NCAA to maintain standards in the industry.

Najomo noted that the Minister took this forward by ensuring that Number 2 of his 5-point agenda which include support for the growth and sustenance of local airline businesses is achieved whilst holding them to the highest international standards in the aviation industry.

In his words: “These Standards from a regulatory standpoint cover Safety, Security, Economic and Consumer Protection.
As the head of the CAA, I incorporated this into my NCAA Project 2024 as a sub-goal aptly titled Intensified Consumer Protection.
Thus, when I signed performance bonds with the directors in NCAA, one key deliverable for the Director of Consumer Protection & Public Affairs was to activate the consumer protection portal before the end of 2024.
Coincidentally, this was also number 2 of my deliverables to the DCP & PA.”

Najomo pointed out that the collective desire to fulfil this task within this timeline was driven by the need to revolutionize Consumer Protection activities in NCAA, whilst enforcing airlines’ compliance with the regulatory requirements in Part 19 of the Nigeria Civil Aviation Regulations.

He observed that the launch of the NCAA Consumer Protection Portal represents a significant step in its commitment to safeguard the rights and interests of aviation consumers across the nation.

According to him, “In today’s rapidly evolving marketplace, consumers face myriads 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 protect and empower consumers has never been more critical.

The Consumer Protection Portal is NCAA’s proactive response to these challenges. Indeed, its benefits are far-reaching. This platform is designed to provide consumers with quick access for lodging complaints, collation of data on airline flight operations, real time monitoring of airlines’ punctuality and, on-time performances”.

He emphasized that it will offer a wealth of resources, including guidelines on consumer rights, tools for reporting grievances, a source for data referencing for the purpose of research and development for informed decision-making, improved services and ultimately, support to Nigerian aviation consumers and the industry.

The Ag DG of NCAA maintained that the portal is not merely a digital space, but a beacon of transparency and accountability aimed at creatimh a more equitable marketplace where consumers can confidently engage with businesses.

Najomo explained that it is essential that every aviation consumer in Nigeria is aware of this resource and understands how to utilize it effectively by fostering a culture of empowerment and vigilance, ensuring that aviation consumers know their rights and have the tools to advocate for themselves.

He said the NCAA Consumer Protection Portal embodies its unwavering commitment to digitalizing the NCAA processes and protection of aviation consumer rights and welfare.