L-R: Michael Achimugu, director, public affairs and consumer protection, NCAA; Benson Ikponmwosa; Chris Najomo, acting director general, NCAA; and Festus Keyamo, minister of aviation and aerospace development, and some NCAA consumer protection officers, at the launch of the consumer protection portal held at the NCAA annex, Murtala Muhammed Airport, Lagos, recently

Sade Williams/Business a.m.

Festus Keyamo, Nigeria’s minister of aviation and aerospace development, has urged all stakeholders in the sector to make consumer protection and satisfaction their watchword, saying the ultimate goal of aviation is to provide excellent service for the travelling public.

Speaking while launching the consumer protection portal (CPP) in the department of consumer protection directorate, Nigeria Civil Aviation Authority (NCAA) at the NCAA annex, Lagos airport, he said the CPP will reduce passengers rage, restlessness and complaints emanating from flight delays, cancellations and other airlines and airports service issues.

Keyamo, who said he receives a barrage of complaints from angry passengers on a daily basis, said with the launch of the portal, the days of incessant and unresolved complaints are over as the CPP gives room for real-time complaint resolution.

“No achievement in the sector will make sense if it does not translate to improved and excellent service for the travelling public, it is not about the profit we make, not just about the welfare of workers but the most important thing is that the travelling public must get good and improved service, they must feel the change, therefore, everybody in the sector must work for this, we are all consumer protection officers, we are in this together.

“As a frequent flyer, I have witnessed passengers rage over disappointment at airports. I also receive a lot of complaints on a daily basis on many issues. With the launch of this portal, there is an avenue where passengers can now ventilate their anger, a very good means to lodge their complaints and this will reduce the rage and angst.

“The whole world is going digital and leaving behind manual means of resolving complaints; we can now resolve complaints digitally. One of our key objectives is to improve the experience of the travelling public and shore up performance of the CPD,” he said.

While expressing the hope that the consumer protection rating will go up, Keyamo urged the officers to be professional in handling passengers’ complaints, especially when  dealing with passengers physically at airports.

“I am glad the CPD has now resolved 65% of the complaints, the performance has improved, [I want that raised] up to 95 %. I am sure the officers will be as professional as possible and we hope ratings will go up, the new portal will also put the NCAA under pressure to do more,” he added.

Also speaking, Chris Najomo, the acting director general, NCAA, said the Consumer Protection Portal is NCAA’s proactive response to challenges faced by passengers, adding that the 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.

“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.

“This portal is not merely a digital space; it is a beacon of transparency and accountability. We aim to create a more equitable marketplace where consumers can confidently engage with businesses,” he said.