NCAA Urges Airlines To Improve Service Delivery Level To Consumers

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Angered passengers at Lagos Airport. Consequence of delayed, and cancelled flights

Airline operators in the domestic market have been reminded that to whom much is given, much is expected hence, they were charged to reflect the extreme liberalization extended to them by the Nigeria Civil Aviation Authority, NCAA, through top-notch service delivery level to the consumers.

Prime among the concerns for the regulatory authority is the deceitful time of departure recently observed among most of the airlines.

The Acting Director General Civil Aviation, Ag DGCA, of NCAA, Capt Chris Najomo, said the ignoble act was fast becoming a norm rather than an aberration.

He cautioned the operators that henceforth, the letters and the spirit of the Nigeria Civil Aviation Regulation, NCAR 2023, will be invoked in a very fair manner against any airline suspected to have engaged in such underhanded dealing.

The Ag DGCA who recounted through the Director of Public Affairs, And Consumer Protection, Mr. Michael Achimugum, mentioned the ease of licensing as part of the simplifications airlines now enjoyed.

He also mentioned the simplification brought by the current administration on the entire process of procuring the Air Operator Certificate, AOC, which he described as a far cry to what obtained, before Capt Najomo assumption of office.

Capt Najomo argued that with all the simplifications, the regulatory authority expected very high-quality service in return for the flying public.

Speaking on the ease of doing business environment at the NCAA, Capt. Najomo said the ease of doing business is an area the Authority will continue to improve.

He enthused, “This is evident in our high score on the Presidential Enabling Business Council (PEBEC) ranking where NCAA scored 98.5 per cent which is an extremely high score. This is building from the commendable score of 71.04 the NCAA recorded during this year’s ICAO Security Audit” he said.

On the difficulties often encountered by passengers for their tickets’ refund from the airlines, he said henceforth, all refunds by airlines must be done devoid of undue delays and the process should conclude in 14 working days regardless of the mode of purchase of the tickets.