The Nigerian Civil Aviation Authority (NCCA) has unveiled a mobile platform designed to minimise passenger delays and to also guarantee compensation from airlines to travellers whenever delays last beyond three hours.
The agency launched the initiative in collaboration with an insurance company and an international technology firm.
The platform also guarantees passengers protection from any form of ill treatment by airlines.
The app was unveiled at a stakeholders’ meeting held at the NCAA annex office in Lagos State on Saturday.
The mobile application would also help passengers to locate boarding areas promptly, expedite refunds in case of flight cancellation and secure compensation when delays exceed the regulatory time.
The application also ensures immediate refunds to passengers issued by the insurance company as soon as the airline verifies the authenticity of the flight ticket.
The NCAA’s Director of Public Affairs and Consumer Protection, Michael Achimugu, stated that a similar technology had been in operation in Europe and other developed countries.
He added that its usage in Nigeria would enhance re-engineering and development mission of the Minister for Aviation and Aerospace Development, Festus Keyamo.
“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 noted.
“Consumer Protection Officers are now more visible and recognisable, while the gradual automation of consumer protection processes is advancing Capt. Chris Najomo’s vision of a business-friendly environment. Complainants are also benefiting from improvements in service quality and case resolution speed, with resolution rates now reaching a record 65 per cent, the highest in NCAA’s history.
“I must take this opportunity to appreciate Nigerian airlines for their resilience. We understand how challenging the business environment is, with minimal profit margins, and we know that not all disruptions are within the airlines’ control.”
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