NCAA’s digitaltTransformation: Real-time complaint portal to boost airline accountability
The Nigeria Civil Aviation Authority (NCAA) is gearing up to launch a revolutionary consumer protection portal, which is set to transform the way passenger complaints are handled in the country. The portal, scheduled to be launched before the end of the year, is a game-changer for the aviation industry, and its importance cannot be overstated.
The portal, which has been in the making for some time, is designed to provide a faster and more seamless resolution of passenger complaints against airlines.
With the portal, passengers will be able to lodge complaints in real-time, and airlines will be able to respond promptly to address their concerns. The portal will also enable the NCAA to monitor and track the resolution of complaints, ensuring that airlines are held accountable for their actions.
The importance of the portal cannot be overstated. It will not only improve the overall passenger experience but also enhance the efficiency and effectiveness of the aviation industry. With the portal, airlines will be able to identify and address issues promptly, reducing the risk of delays and cancellations.
According to the Acting Director General, Civil Aviation Captain Chris Najomo, the portal will also provide valuable insights into the performance of airlines, enabling the NCAA to make informed decisions and take corrective action where necessary.
He described the upcoming portal this way, “There has never been a consumer protection portal in the NCAA. This is the first. This is historic. When you check the time frame it took us to get to this point, you will see the determination to make it work” he said adding that the building of the portal started when he was the Director Public Affairs and Consumer Protection”.
Capt. Najomo said the portal building is a fulfillment of one of his action points for 2024 because it speaks to the ease of doing business environment the Authority is consciously creating.
“This portal is also for data collation. You will agree that data is a major issue in Nigeria. In the aviation industry, you can’t make a proper plan and get things right without data. This portal makes it easier for everyone including stakeholders”.
He emphasized, “The portal will ensure transparency as we are onboarding all the airlines where people get to see all the number of complaints that have been sent to each airline. You can track the resolution process. We don’t need to name and shame because it is a self-reporting system. You are already naming and shaming yourself if you don’t perform well”.
The two day training of consumer protection officers (CPOs) and airlines’ staff representatives on the use of the portal in Abuja recently, is a critical step in ensuring its successful launch.
The training, which is being conducted by the NCAA, aims to equip CPOs and airline staff with the necessary skills and knowledge to effectively use the portal and resolve passenger complaints.
According to the ADGCA, the portal has made the job easier for the 260 CPOs across all the airports in Nigeria.
Capt Najomo, emphasized that the NCAA officers responsible for monitoring the portal and the appropriate airline staff must be properly trained before the portal is launched to ensure proper utilization of the portal.
Speaking on the portal, the Assistant General Manager, Consumer Protection, NCAA, Mrs. Ifueko Abdulmalik said the portal is in line with NCAA’s automation of its processes amid reforms.
The portal is DG’s desire to automate the processes at NCAA in line with international standards. “In the times past, we did it manually but it wasn’t very efficient with automation, everything is simplified and we will have better results in consumer complaints resolutions she assured.
“We are onboarding the staff of the airlines so that they are also seeing the complaints in real-time. This makes the processes smoother, and faster and the consumers happier because that’s the ultimate goal” she noted.
On monitoring, she said even the Minister and the DGCA will be on the portal and they can monitor complaints resolutions all the time.
Also on the portal, the airlines can log the flights that have been delayed so the NCAA can monitor regulatory compliance she further stated.
