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Foreign Airline Operators Committee, Mr. Damilola Ogunseye; Chairman, Jonah Aviation Holding, South Africa, Mr. John Westerhoff; Chief Executive Officer, ValueJet, Mr. Trevor Henry; Chairman, LAAC, Mr. Suleiman Idris; President of NANTA, Mr. Yinka Folami; Director, Public Affairs and Consumer Protection, Nigerian Civil Aviation Authority (NCAA), Mr. Michael Achimugu; Director, Airline Services, Ibom Air, Mrs. Amaka Echetabu and Others, during the NCAA Consumer Protection National Stakeholder Summit on Achieving Increase Adoption of Digital Technology in Air Travel Customer Complain Management the Regulatory Perspective in Lagos on Tuesday.
The Nigerian Civil Aviation Authority, NCAA has promised to uplift the travel experience of the passengers for whose sake, the industry exist.
Speaking at the NCAA Consumer Protection National Stakeholders Summit with the theme: Achieving increased adoption of digital Technology in Air Travel complain management; The regulatory perspective, the Director of Public Relations and Consumer Protection of NCAA, Mr. Michael Achimugu who also represented the Ag. Director General of NCAA, Captain Chris Najomo, stated that the NCAA will always make decisions and adjustments that will not compromise safety and security.
Najomo noted that the Agency will step on toes to get the right things done.
He assured that the NCAA will collaborate with all the stakeholders to fix the industry.
Najomo stated that: “This is why we have invited aviation personnel whose duties impact directly on the passenger. From FAAN personnel, to NAMA’s Air Traffic Controllers, from baggage handlers to the Nigeria Customs Service, and from the famed travel agents to the Nigeria Immigration Service. The list also includes the regulating Authority, the Nigeria Civil Aviation Authority, NCAA, and the airlines operating in our dear country.
Over the years, the problem with meetings like this one has been the lack of follow-through. There’s been a lot of talk but no action. Under the leadership of Capt. Chris Najomo, today’s NCAA does not intend to become a mere statistic in the dustbin of history”.
He charged the stakeholders to bear in mind that they must approach the discussions from a place of honesty and patriotism and not just for talk for the sake of speaking, but with a sense of pride that, upon their shoulders rests the present and future of the industry so important that President Bola Ahmed Tinubu centered his economic plans on it.
He urged all the passengers to remember that airlines are in business and must make certain decisions based on the same principles that passengers also apply to their personal businesses as well.
Najomo said: “We must strike a balance in the best interest of all parties. So, as you insist on having your rights protected, also do well to remember to honour your responsibilities as clearly stated in Part 19 of the NCAA Regulations 2023”.
Speaking at the event, the Chief Operating Officer of IbomAir, Mr. George Uriesi said the airline feels secured working with the NCAA as the agency comes with collaboration and not condemnation.
Uriesi who was represented by the Director, Airline Services, Ibom Air, Mrs. Amaka Echetabu said the NCAA has a Consumer Protection Department that is active , engaging , adding that the CPD is working, though not there yet.
He said the industry needs the human capital development, a lot of orientation by the stakeholders to move the industry forward.
Uriesi noted that the industry need a lot of room for development in the human capital space to bring an economic viable experience.
In his remarks, Mr. First Baba Isa, a thought leader , lawyer and scholar, decried the poor customer service from the airlines, stressing that the y are not available whenever their services are needed most.
He stated after the advent of COVID 19, the domestic airlines inflight services have become so poor.
He urged the airlines to be creative with their inflight services and stop serving passengers with sweet, biscuits, Bobo and small cakes meant for children after paying hugely for the flight.
Isa stressed the need for efficiency and clarity in airlines communication to passengers.
He lamented that even airline refund takes a very long time for the passengers to get their refund from cancelled flights.
The summit brough together most of the players involved in the aviation value chain to the passengers .
