Chairman, Foreign Airline Operators Committee, Mr. Damilola Ogunseye; Chairman, Jonah Aviation Holding, South Africa, Mr. John Westerhoff; Chief Executive Officer, ValueJet, Mr. Trevor Henry; Chairman, LAAC, Mr. Suleiman Idris; President NANTA, Mr. Yinka Folami; Director, Public Affairs and Consumer Protection, NCAA, Mr. Michael Achimugu; Director, Airline Services, Ibom Air, Mrs. Amaka Echetabu and othe guests, during the NCAA Consumer Protection National Stakeholders’ Summit held in Lagos on Tuesday
By Victoria Onehi
Chief Operating Officer Ibom Air, George Uriesi,has lauded NCAA for deploying blockchain technology for addressing real-time complaints of air travellers but added that reorientation of the human capital is highly needed for technology to thrive.
Uresi disclosed this at a one-day Consumer Protection National Stakeholders Summit organised by the Consumer Protection Directorate (CPD) of the Nigeria Civil Aviation Authority (NCAA) annex at Lagos airport on Tuesday.
The theme for the summit was ‘Achieving Increased Adoption of Digital Technology in Air Travel Customer Complain Management.’
Speaking on the development, Uriesi who was represented by Director, Airline services, Ibom airline, Mrs. Amaka said the Consumer Protection Directorate of NCAA now has a human face.
He said, “In the past few years, the NCAA has been humanised, unmasked and made very user friendly for stakeholders. Ibom airline is secure with NCAA. They come to us with collaboration and not in condensation, they represent us to the passengers as it should be. We now have a CPD that is engaging.
“NCAA CPD is really working.We are not there yet there but we are here to forge a way forward.There is need for the development and re-orientation of the human capital that is needed to drive the technology that we need, this is key.Technology is vital for growth, but it must be paired with well-trained personnel to achieve lasting success,” Uriesi added.
Building on the theme of airline-passenger-airport relationships, thought leader and lawyer First Baba Isa, strongly criticised airline practices around cancellations and delays. He highlighted the inefficiency in providing compensation and transparency, stressing that refunds often become a frustrating ordeal for passengers.
“Airlines are quick to penalise passengers for no-shows, but when it comes to their own responsibilities, they fall short,” Isa said.
” For instance, passengers are charged no-show fees immediately, but when flights are cancelled, compensation is rarely offered. Airlines and regulators must hold themselves accountable to the same standards they demand from us.”
He also called for full disclosure of ticket costs upfront, condemning the common practice of adding hidden fees post-booking.
Michael Achimugu, Director of the NCAA’s Consumer Protection Department, provided further insights into the challenges regulators face in mediating disputes. “The NCAA is often caught in a crossfire, with passengers accusing us of siding with airlines and airlines claiming the opposite,” Achimugu noted.
He however aeassured participants that the summit marked a turning point for fostering brutal honesty and implementing actionable resolutions.
“Our priority is to enhance airline-passenger-airport relationships by ensuring that both rights and responsibilities are respected,” Achimugu said.
“Passengers must remember that airlines operate as businesses and need to make commercially viable decisions. However, airlines must also honor their obligations, particularly as outlined in Part 19 of the NCAA Regulations 2023.”
Stakeholders at the summit emphasised the importance of transparency, accountability, and collaboration in resolving industry challenges.
Airlines were urged to adopt fair practices, and passengers were reminded to fulfill their responsibilities as aviation ecosystem stakeholders effectively. Achimugu concluded by assuring the NCAA would make tough decisions when needed, ensuring they strictly comply with safety and security standards.
The summit ended with collective commitment by stakeholders to improve airline-passenger relationships through dialogue, technological innovation, and ethical practices.
