Keyamo Launches Consumer Protection Portal, Urges NCAA to Resolve Passengers Ticket Refunds

Samuel Mobolaji

Minister of Aviation and Aerospace Development, Mr Festus Keyamo, has launched the NCAA Consumer Protection Portal, enabling air travelers to lodge real-time complaints, with an urgent directive to address issues surrounding airline ticket refunds.

Keyamo instructed the Nigeria Civil Aviation Authority (NCAA) to take immediate action, emphasizing that airlines that recently suspended operations still owe passengers refunds.

Speaking at the portal’s launch, Keyamo expressed concern for passengers who have been struggling to reclaim funds from airlines that ceased operations.

He directed the NCAA to issue a public statement by Friday, outlining steps taken to resolve these complaints.

Keyamo stated, “I am aware of complaints from passengers who haven’t received refunds from airlines that have suspended flights. The NCAA must publicly address what is happening with these refunds and how they plan to resolve the situation.”

He stressed that the government would not tolerate airlines withholding refunds.

He praised the leadership of NCAA, particularly the Consumer Protection Directorate, for the initiative, noting that the industry’s success depends on prioritizing the needs of travelers.

Keyamo reiterated the importance of consumer satisfaction, saying, “Everyone involved in the sector is working for the end consumer, and we must ensure passengers have a positive experience, whether it’s in terms of prices, environment, or overall service.”

As a frequent flyer, Keyamo acknowledged the frustrations of passengers facing delayed or canceled flights and emphasized that the new portal would help address these issues.

Acting Director General of NCAA, Captain Chris Najomo, highlighted the portal as a proactive response to ongoing challenges.

He explained that many consumers face unfair practices due to their lack of awareness of their rights.

Najomo emphasized that the portal offers quick access for filing complaints, real-time monitoring of airline performance, and provides resources on consumer rights.

Najomo described the portal as a “beacon of transparency and accountability” that will foster a more equitable marketplace, empowering consumers to engage confidently with airlines. He commended the NCAA’s 207 Consumer Protection Officers stationed at 23 airports for their efforts in resolving passenger grievances swiftly.

Additionally, the portal includes features for passengers’ feedback, flight performance monitoring (tracking delays and punctuality), and real-time disruption reports, creating a more transparent and efficient system for Nigerian aviation consumers.