The Minister of Aviation and Aerospace Development, Mr. Festus Keyamo has directed the Nigeria Civil Aviation Authority (NCAA) to within 24 hours address the air ticket refunds to passengers concerning some airlines, that have suspended flight operations lately.
This is just as the Minister launched the NCAA Consumer Protection Portal at the Murtala Muhammed Airport (MMA), Lagos, yesterday to ensure real time complaints by air travellers and its resolution by NCAA.
Keyamo,who gave the directive during the launch of the portal, stated that some passengers who had booked to fly with some of the suspended airlines, were finding it difficult to get their refunds
He said what the airlines have done would not be tolerated by the Federal Government, directing the NCAA to inform the public on steps it had taken to resolve such complaints by Friday.
Recall that two airlines: Azman and Dana operations were suspended.
Azman Air’s operations was suspended in 2023, due to lack of equipment to continue flight services,while Dana Air’s operations was suspended in April for safety and finance related issues.
Speaking further , the Minister said, “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. 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 reached a resolution about 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.
Please, the NCAA should come out with a public statement to show what they are doing about resolving the issue.”
The explained that the launch of the Consumer Protection Portal by NCAA would ease complaints and ensure efficiency in the system, adding that the viability of the industry would be determined by the attention paid to the travelling public .
He commended the leadership of NCAA, led by the Director General Civil Aviation, Capt Chris Najomo, especially the Consumer Protection Directorate for the initiative.
According to him, “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. Let it be clear that we are all Consumer Protection Officers (CPOs) and it’s not only for those gentlemen and ladies in uniform.
As a frequent flyer myself, I have seen first hand, 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.”
Earlier in his welcome address, Najomo,said that when he assumed office in December 2023, he had two mandates – Minister’s five-point agenda and Mr. President’s Renewed Hope Agenda.
He stated that the collective desire to fulfil these tasks within the timeline was driven by the need to revolutionise consumer protection activities in NCAA, while also enforcing airlines’ compliance with the regulatory requirements in Part 19 of the Nigeria Civil Aviation Regulations.
According to him, “This initiative represents a significant step in our commitment to safeguard the rights and interests of aviation consumers across our nation.,”
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