Michael Achimugu, NCAA’s Director of Public Affairs and Consumer Protection, revealed the importance of the new technology.
Lagos, Nigeria – The Nigerian Civil Aviation Authority (NCAA), in collaboration with an insurance company and an international technology firm, has unveiled a new mobile platform aimed at minimizing passenger delays and ensuring that travelers receive compensation when airline delays exceed three hours.
The initiative was introduced during a stakeholders’ meeting held at the NCAA annex office in Lagos on Saturday.
The mobile application is designed to improve passenger experience by streamlining the location of boarding areas, expediting refunds in the event of cancellations, and guaranteeing compensation for delays. The app will also provide protection against passenger maltreatment and ensure the immediate disbursement of refunds, backed by an insurance partner, once airlines confirm the authenticity of flight tickets.
Michael Achimugu, NCAA’s Director of Public Affairs and Consumer Protection, revealed the importance of the new technology. “This type of platform is already in use across Europe and other developed regions,” he noted. “Its implementation in Nigeria supports the re-engineering and developmental goals set by the Minister for Aviation and Aerospace Development, Festus Keyamo.”
Achimugu emphasized the minister’s commitment to improving the aviation experience for Nigerians, who often face high airfares for short domestic routes. “Minister Keyamo, from the onset, prioritized mitigating the impact of flight disruptions. Several quick fixes have already been implemented, enhancing collaboration between the NCAA and airline operators.”
He pointed out that increased engagement between the NCAA Consumer Protection Department and airlines has fostered a more cooperative atmosphere. “We’ve moved away from the perception of NCAA as a ‘big, bad bully,’ and airlines as reluctant and resistant. Now, we have Consumer Protection Officers who are more visible and effective, and our case resolution rates have reached an unprecedented 65 percent,” Achimugu added.
He also commended Nigerian airlines for their resilience, acknowledging the difficulties they face, such as minimal profit margins and factors outside their control that affect operations.
The collaboration with an insurance company was carefully considered, according to Achimugu. “Our aim was to develop a system that upholds passenger rights without compromising airline operations, except for cases of non-compliance. Breezetech Technologies provided the best solution through their blockchain-based portal, offering near-instant relief for passengers and protecting airline interests,” he said.
Industry expert Rolland Iyayi praised the initiative, noting, “This development will significantly elevate customer experience and align Nigeria’s aviation sector with global standards.” He emphasized that such advancements reflect positive growth within the country’s aviation industry.
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