The Nigerian Civil Aviation Authority (NCAA) said it plans to launch a consumer protection portal to address complaints within the aviation industry.
NCAA Head of Public Affairs and Consumer Protection Michael Achimugu told Journalists on Friday. The portal is expected to be online in August according to Achimugu.
He also said the project aims to make airline performance data publicly available and transparent by allowing passengers to submit complaints, track airlines’ on-time performance, and access self-reported data for case resolution.
“Our consumer protection portal is ready for deployment. We are currently training our officers. It will go live in August,” Achimugu said.
“The portal will allow for real-time collection of operational data and submission and resolution of complaints. “Invariably, the public will be able to see in real-time, each airline’s performance as regards flight operations (timeliness) and complaints handling and resolution (customer experience).”
In January, the minister of aviation and aerospace development, Festus Keyamo said the ministry would start publishing delayed or canceled flights of domestic airlines.
The minister said airlines could not be sanctioned for suspension of operations. Explaining his ministry’s commitment, Minister Achimugu said the consumer portal would promote transparency and accountability among airlines.
“As for naming and shaming, it was always going to be better to have a transparent and incontestable system where customer experience and real-time data would be the reporting system,” he revealed.
