Festus Keyamo, Minister of Aviation and Aerospace Development, has launched a consumer protection portal designed to streamline the process for passengers to file complaints and track resolutions with the Nigerian Civil Aviation Authority (NCAA).
The portal, inaugurated in Lagos on Thursday, aims to make it easier for air travellers to address issues such as ticket refunds and service concerns. During the launch, Keyamo instructed the NCAA to resolve all pending airline ticket refunds owed to passengers within 24 hours, emphasizing the need for swift action.
Addressing the audience, Keyamo noted the increasing number of complaints from passengers unable to reclaim funds from airlines that have halted operations, many of which were grounded due to safety concerns.
“I am fully aware of the frustrations faced by passengers who have not been refunded by certain airlines that have stopped operations,” Keyamo said. “I receive numerous complaints via emails, text messages, and direct messages, as people find ways to reach me directly.”
Keyamo also referenced the suspension of Dana Air’s operations in April after one of its planes veered off the runway at Lagos Airport, an action he directed to ensure passenger safety.
The minister urged the NCAA to issue a public statement by the end of Friday, clarifying the status of ticket refunds and outlining plans for resolving outstanding payments.
“Passengers purchased tickets before these airlines encountered operational difficulties, and they deserve to know the status of their refunds. The NCAA must address this issue publicly. It’s an integral part of consumer protection,” he stated.
The new portal is expected to significantly improve communication between the NCAA and passengers, ensuring transparency and accountability in the aviation sector.
