NCAA offers passengers additional protection on flight disruption worry

• Selects Breezethech’s portal to address issues

Sade Williams/Business a.m.

Worries over flight disruptions in the Nigerian aviation industry have seen Nigeria Civil Aviation Authority (NCAA) move to provide an additional protection layer for air passengers with the introduction of the Centralised Passenger Information Portal (CPIP).

The CPIP is the second portal the NCAA will be introducing to address issues and agitations arising from flight delays and cancellations following the earlier launch of its own consumer protection portal in September by Festus Keyamo, the minister of aviation and aerospace development.

Michael Achimugu, director, public affairs and consumer protection, NCAA, speaking during the presentation of the new portal to stakeholders in Lagos recently, said Minister Keyamo on assumption of office, was confronted with the impact of flight disruptions hence, he hit the ground running seeking long-term solution.

Achimugu, who said Chris Najomo, the acting director general of NCAA, having been a director for consumer protection in the past, is passionate about overcoming the albatross, noting that a number of quick-fixes that have been implemented have helped to address the situation as rapid case resolution has now hit a record 65 percent, the highest in the history of the NCAA.

“The NCAA is seeking additional layers of protection for air travellers. They are the kings of the industry and must be protected much better than is being done. To this end, we have been in discussions with a number of insurance firms and insurance advocacies, to come up with a new system that does this without putting the operator’s business at unnecessary risk. Well, except for those who do not comply with the regulations.

“Of all the models presented to the Authority, that of a certain Breezetech Technologies has been selected as the most implementable. Theirs is a block chain portal that offers almost immediate comfort to stranded or dissatisfied passengers while still at the terminals but also factors in the interest of the airlines. It is a four-way marriage between technology, insurance, operators, and regulators.  The Authority has looked at the block chain portal and the pedigree of the brain behind it. We have peeled back layer upon layer from the many possible solutions on offer, and it is the measured conclusion of the NCAA that what we are about to discuss here today, is, on paper, the most practicable model available to all stakeholders for now.

“It is important that this project has the buy-in of the operators. The NCAA of Capt. Chris Najomo has a listening ear and an open mind. We ask the same of all stakeholders. Let us examine this project and critique it most objectively. Bear in mind that, while it is a novelty here, it is already in practice across Europe and some of the Americas. But we don’t want to copy and paste. We want to build something that is suitable to our peculiar situation. So, your input and acceptance is being sought. Also, and finally, because we seek a holistic approach to resolving consumer protection, data gathering, passenger identification, and security issues, this project is being expanded to cover more than just additional insurance,” he said.

Presenting the portal to stakeholders, Francis Ekeng, representative of Breezethech Technologies, said the portal is like a ‘one stop shop’ that holistically deals with passenger experience.

According to him, the portal would reveal if a passenger is entitled to compensation for a flight delay or cancellation, adding that the cause of disruption could also be tracked on the portal.

Also speaking, Roland Iyayi, managing director, Top Brass Aviation, said through one of the features in the portal, Domestic Network Alliance (DNA), passengers can detect available seats on alternate flights.

“The system discerns [the] reason for flight delays and tells passengers what to do next. With the help of the DNA, the passenger is able to identify which flight options are available, it identifies what is empty or what seat can be sold rather than having an empty  seat. It takes cognizance of every peculiarity and nuances of all airlines,” he said.

Saj Abraham, who also spoke for Breezethech Technologies, said the system cannot be manipulated as the NCAA would be the custodian of the portal while the Ministry of Aviation would be in charge of data.

“The system reduces congestion at airports, no one can manipulate the system, the portal displays passenger identity, travel information both past and current, it provides options through the DNA for rebooking on alternate flights while it provides a platform for easy compensation,” he said.