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The Nigeria Civil Aviation Authority (NCAA) has announced plans to introduce a new consumer protection portal in September, aimed at addressing passenger complaints against airlines in real-time. This portal is expected to significantly improve the efficiency of the 260 consumer protection officers (CPOs) deployed across Nigerian airports.
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Captain Chris Najomo, the Acting Director General of NCAA, highlighted that this initiative marks a historic milestone for the authority. For the first time, NCAA will have a dedicated portal to streamline the process of managing consumer complaints, reflecting the agency’s commitment to creating a business-friendly environment.
The portal’s development fulfills one of Najomo’s 2024 action points, aligning with the broader goal of enhancing transparency and efficiency in the aviation sector. The portal will also serve as a critical tool for data collection, allowing stakeholders to access real-time data on complaints and resolutions.
A two-day training program for CPOs and airline representatives has already commenced to ensure effective use of the portal upon its launch. Najomo emphasized the importance of this training, noting that the new system will allow airlines and NCAA officers to track and resolve complaints more efficiently, ultimately improving customer satisfaction.
Assistant General Manager for Consumer Protection, Ifueko Abdulmalik, reiterated that the portal is part of NCAA’s broader automation initiative to meet international standards. By transitioning from manual processes to an automated system, NCAA aims to streamline operations and enhance the overall effectiveness of consumer complaint management.
The portal will also ensure transparency, as airlines will be able to monitor complaints in real time, and the self-reporting nature of the system will inherently encourage better performance without the need for external intervention.
