The Nigerian Civil Aviation Authority (NCAA), in collaboration with an insurance company and an international technology firm, has launched a mobile platform designed to minimise passenger delays and ensure timely compensation for travellers when delays exceed three hours.
This initiative aims to protect passengers from maltreatment by airlines and enhance the overall travel experience.
The new mobile application, unveiled at a stakeholders’ meeting held on Saturday at the NCAA annex office in Lagos State, is set to streamline the passenger experience.
It allows travellers to quickly locate boarding areas, expedite refunds in the event of cancellations, and ensure compensation when flight delays surpass the regulatory three-hour threshold.
One of the key features of the platform is that it guarantees immediate refunds, facilitated by the insurance partner, once the airline confirms the authenticity of the flight ticket.
Michael Achimugu, NCAA’s Director of Public Affairs and Consumer Protection, explained that similar technologies are already in use in Europe and other developed countries.
“Its adoption in Nigeria is part of the re-engineering and development mission of the Minister for Aviation and Aerospace Development, Festus Keyamo,” he said.
Achimugu further noted that the minister had been concerned about the high cost of airfares and frequent disruptions in Nigerian air travel, which disproportionately affect passengers.
“To this end, several quick fixes have been implemented. Regular engagement between the NCAA Consumer Protection Department and airlines has improved what was once a rocky relationship between regulators and operators. We’ve established that this sector of the industry can work collaboratively, rather than NCAA being perceived as a ‘big, bad bully’ and airlines as intimidated yet resistant entities,” Achimugu stated.
He added that consumer protection officers have become more visible, and the automation of processes within the department has helped to resolve passenger complaints more efficiently.
“We’ve seen record resolution rates of 65 per cent, the highest in NCAA’s history,” he noted, stressing that the sector’s improvements are benefiting passengers in terms of service quality and quicker case resolutions.
Achimugu also acknowledged the challenges faced by Nigerian airlines, highlighting that not all flight disruptions are within the airlines’ control.
“We understand how challenging the business environment is, with minimal profit margins, and we know that not all disruptions are within the airlines’ control,” he said.
The partnership with the insurance company was carefully chosen to ensure a balance between passenger rights and the operational interests of airlines.
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“We engaged several insurance firms to create a system that supports passenger rights without jeopardising airline operations—except for non-compliant operators,” Achimugu explained.
“Of all the models presented, Breezetech Technologies offered the most viable solution. Their blockchain-based portal provides near-instant relief to stranded or dissatisfied passengers at terminals, while also safeguarding airline interests.”
Commenting on the significance of the development, industry expert Rolland Iyayi said that this initiative would greatly improve the customer experience. “Initiatives like this highlight the progress of the Nigerian aviation industry in aligning with global standards,” Iyayi remarked.
The launch of this platform marks a significant step forward in enhancing the passenger experience and improving the operational standards of the Nigerian aviation sector, offering a more responsive and efficient system for addressing passenger grievances and compensating delays.
