NCAA to address ticket refund issues ‘within 24 hours’ as Keyamo launches portal

Festus Keyamo, minister of aviation and aerospace development, has inaugurated the consumer protection portal of the Nigeria Civil Aviation Authority (NCAA).

The portal, launched in Lagos on Thursday, aims to provide easy access for travellers to lodge complaints online and track the resolution process.

Speaking at the launch, Keyamo directed the NCAA to address airline ticket refunds owed to passengers by airlines within 24 hours.

He said many passengers have struggled to reclaim funds for flights booked from airlines that are currently not operating.

Keyamo, on April 24, had asked the NCAA to suspend the operations of Dana Air after one of its aircraft veered off the Lagos airport runway.

“I am not unaware of the complaints of people whose money has not been refunded by certain airlines that have stopped operations due to safety concerns,” Keyamo said.

“I receive a huge number of such complaints in my emails, text messages, and direct messages. I have been a lawyer of the federal republic for over 30 years before I was called to serve my fatherland. People find a way to send these complaints to me and that is why I receive some of these complaints directly.

“For the airlines that have not refunded passengers’ money, there must be a public statement by the NCAA by the end of Friday latest.

“Let the public know what is happening to that money. I know you have resolved that. Let’s not pretend as if we are not hearing anything about this. People bought tickets before the airlines ran into troubled waters. What happened to their money? What plans do you have to refund them? This is part of consumer protection.

“The NCAA should come out with a public statement to show what they are doing about resolving the issue.”

‘CONSUMER PROTECTION PORTAL TO ENSURE EFFICIENCY’

On protecting travellers, Keyamo said the portal is expected to streamline the complaints process and ensure efficiency in the aviation sector.

He commended the NCAA’s leadership, particularly its consumer protection directorate, for the initiative, noting that passenger satisfaction is crucial for the industry’s viability.

“The final thing that we must achieve in the sector is that the person boarding the aircraft must have good experience, must feel the change either in terms of prices, environment or experience. Everybody is working for that final consumer, including myself,” he said.

“Let it be clear that we are all consumer protection officers and it’s not only for those gentlemen and ladies in uniform.

“As a frequent flyer myself, I have seen firsthand, the rage of passengers who are either disappointed by delayed flights, cancellations or some ugly experiences on those flights. I have seen the rage and this is a means by which they can ventilate that rage.”

On his part, Chris Najomo, acting director-general of the NCAA, praised the initiative as a vital step in protecting the rights of aviation consumers in Nigeria.

“In today’s rapidly evolving marketplace, consumers face myriads of challenges. From being unaware of their rights to navigating complex regulations to addressing poor services or unfair practices,” Najomo said.

“Hence, the need for a robust system to protect and empower consumers has never been more critical.”

On July 20, the NCAA announced its plans to launch a consumer protection portal in August to address complaints within the aviation sector.

However, the authority postponed the launch of the portal to September 19.