The Minister of Aviation and Aerospace Development, Mr Festus Keyamo (SAN), on Thursday charged stakeholders in aviation to prioritise consumer protection and satisfaction.
Keyamo gave the charge at the official launch of the Nigeria Civil Aviation Authority’s (NCAA) Consumer Protection Portal (CPP) in the Consumer Protection Directorate (CPD).
The event held in Lagos.
He said the CPP would reduce passengers’ rage, restlessness and complaints emanating from flight delays, cancellations and other service disruption by airlines and airports.
Keyamo said the number of complaints from aggrieved passengers on a daily basis was huge.
He said that, with the launch of the portal, the days of unresolved complaints were over.
“No achievement in the sector will make sense if it does not translate to improved and excellent service for the travelling public.
“It is not about the profit we make, not just about the welfare of workers. The most important thing is that the travelling public must get good and improved service.
“They must feel the change; therefore, everybody in the sector must work for this, we are all consumer protection officers, we are in this together.
“As a frequent flyer, I have witnessed passengers’ rage over disappointment at airports, I also receive a lot of complaints on daily basis on many issues,” he said.
The minister said that the launch of the portal had provided an avenue for passengers to lodge their complaints.
“This will reduce customer dissatisfaction.
“The whole world is going digital and leaving behind manual means of resolving complaints, we can now resolve complaints digitally.
“One of our key objectives is to improve the experience of the travelling public,” he said.
While expressing the hope that the consumer protection rating will go up, Keyamo urged professionalism in handling passengers’ complaints, especially when dealing with passengers physically at airports.
The NCAA Ag. Director-General, Capt. Chris Najomo, said that the launch was the first of its kind and aimed at improving aviation services through adequate response to customers’ complaints.
“I have two clear mandates to fulfil from the NCAA point of view – the honourable minister’s five-point agenda and, ultimately, Mr President’s Renewed Hope Agenda.
“Broadly written, the President pledged to strengthen the NCAA and also to maintain standards in the industry,” he said.
Najomo said that two of the five-point agenda of the minister had been fulfilled within one year of his administration.
“The agenda is support for the growth and sustenance of local airline businesses while holding them to the highest international standards in the aviation industry.
“These standards, from a regulatory standpoint, cover safety, security, economic and consumer protection,” he said.
He gave the assurance that the portal would not be redundant.
Najomo advised aviation consumers to take advantage of the portal to convey their complaints.
Directors in the Ministry of Aviation and Aerospace Development as well as representatives of the managing director of Federal Airports Authority of Nigeria attended the event. (NAN).
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