In response to rising passenger frustrations over consistent flight delays and cancellations during the festive season, Chris Najomo, Director-General of the Nigeria Civil Aviation Authority (NCAA), has convened an emergency meeting with the Chief Executive Officers (CEOs) of domestic airlines.
The announcement was made by Michael Achimugu, NCAA’s Director of Public Affairs and Consumer Protection, on his social media handle. Achimugu revealed that Najomo cut short an official assignment to address the pressing concerns, emphasizing the NCAA’s commitment to passenger welfare.
Recent reports highlighted that a combination of poor weather conditions and the current aircraft sizes has led to widespread disruptions across domestic routes, even as the industry experiences a capacity boost.
Passenger Concerns Addressed
Recounting a personal experience, Achimugu shared an incident where passengers expressed anger and threatened violence over delayed flights. “I personally engaged the passengers for 20 minutes, explaining that weather conditions, which fall under force majeure, are beyond the airline’s control,” he stated.
Achimugu took proactive steps to mitigate the passengers’ distress by ensuring the airline provided transportation back to the city center and personally funding accommodation for elderly passengers who were visibly exhausted.
He further ensured the airline offered 50% compensation to affected passengers and refunds to those who opted for them. “I allowed passengers to scan the NCAA’s QR code for complaints and assured them of swift resolution,” he added.
NCAA to Enforce Accountability
Achimugu noted that the NCAA recently announced sanctions against five airlines, marking the first time in over a decade that the Consumer Protection Department is taking such decisive action. Additionally, he disclosed that NiMET (Nigerian Meteorological Agency) would begin sending daily weather reports directly to his office to verify claims by airlines regarding weather conditions.
Highlighting the authority’s humane approach, Achimugu revealed that he recently used his personal funds to assist indigent passengers awaiting refunds from an airline in financial distress.
Industry Reforms Underway
Achimugu praised the leadership of Festus Keyamo, Nigeria’s Minister of Aviation, for addressing long-standing issues in the aviation sector. “Keyamo has resolved the capacity challenges that crippled the industry for years and is now focusing on installing instrument landing systems to allow sunset airports to operate after dark,” he stated.
While urging patience, Achimugu acknowledged that the aviation industry’s challenges cannot be resolved overnight but assured passengers that significant progress is being made to improve operations and enhance passenger experience.
