Barr. Festus Keyamo, the Minister of Aviation and Aerospace Development, has instructed the Nigeria Civil Aviation Authority (NCAA) to take immediate action within the next 24 hours regarding the air ticket funds that are currently pending with certain airlines, particularly those that have halted their flight operations in recent months.
On Thursday, at the Murtala Muhammed Airport (MMA) in Lagos, the minister inaugurated the NCAA Consumer Protection Portal, designed to facilitate real-time lodging of complaints by air travelers and ensure their resolution by the leading regulatory body in the sector.
During the portal's launch, Keyamo expressed his disappointment that some passengers who had previously booked flights with the suspended airlines were struggling to recover their funds, despite their persistent efforts.
He emphasized that the government would not tolerate any deceptive practices by the airlines and instructed the NCAA to publicly announce the measures it would take to address these complaints by Friday.
While Keyamo did not specify any particular airline involved in the non-refund of ticket funds, it is known that at least two airlines have ceased operations over the past year for various reasons.
Notably, Azman Air suspended its operations in August 2023 due to a lack of equipment necessary for continuing flight services. All three of the airline's Boeing 737-300 aircraft were undergoing C-checks abroad, and financial constraints, including a shortage of foreign exchange, forced the airline to cease operations.
Earlier this year, specifically on April 24, the government suspended Dana Air's operations due to safety and financial concerns.
A letter from Dr. Emmanuel Meribole, the Permanent Secretary in the ministry, addressed to the NCAA, highlighted that as the authority responsible for overseeing aviation safety and regulatory compliance, the minister had noted serious issues regarding Dana Airlines' safety and financial stability following recent incidents.
Since the suspension, Dana Air's management has struggled to resume operations; however, its promoters have assured that the airline will "soon return to operations."
Keyamo remarked, “I am aware of the numerous complaints from individuals who have not received refunds from airlines that ceased operations due to safety issues. I receive a significant volume of such complaints through emails, text messages, and direct messages. Having served as a lawyer for the Federal Republic for over 30 years before my current role, I am often the recipient of these grievances.
For airlines that have failed to refund passengers, the NCAA must issue a public statement by the end of Friday at the latest.
The public deserves clarity regarding the status of their funds. Many individuals purchased tickets prior to the airlines encountering difficulties. What has happened to their money? What measures are in place for refunds? This is a crucial aspect of consumer protection. I urge the NCAA to provide a public statement detailing their actions to resolve this matter.”
Additionally, Keyamo noted that the NCAA's launch of the Consumer Protection Portal would facilitate the handling of complaints and enhance system efficiency.
He articulated that the sustainability of the industry hinges on the focus given to the traveling public and praised the leadership of the NCAA, particularly the Consumer Protection Directorate for their initiative.
He emphasized the necessity of prioritizing the needs of end users, namely the traveling public, by all stakeholders involved.
He stated, “Our ultimate goal in this sector is to ensure that every passenger boarding an aircraft enjoys a positive experience, perceiving improvements in pricing, environment, or overall service.
Everyone, including myself, is dedicated to serving that final consumer. It is important to recognize that we all act as Consumer Protection Officers (CPOs), not just those in official uniforms.”
As a frequent flyer, he has personally witnessed the frustration of passengers who have faced flight delays, cancellations, or other negative experiences, noting that this serves as an outlet for their grievances.
In his opening remarks, Capt. Chris Najomo, the Acting Director-General of Civil Aviation (ADGCA), mentioned that upon taking office in December 2023, he was tasked with two key mandates: the Minister’s five-point agenda and the President’s Renewed Hope Agenda.
He elaborated that the shared commitment to accomplish these objectives within the designated timeframe is fueled by the desire to transform consumer protection efforts within the NCAA while ensuring airlines adhere to the regulatory standards outlined in Part 19 of the Nigeria Civil Aviation Regulations.
He remarked, “This initiative marks a pivotal advancement in our dedication to uphold the rights and interests of aviation consumers nationwide.
In today’s fast-changing market, consumers encounter numerous challenges, from a lack of awareness regarding their rights to navigating intricate regulations and dealing with subpar services or unfair practices.
Therefore, establishing a strong framework to protect and empower consumers is more essential than ever.”