Discussions on airline-passenger-airport relationships took centre stage at the Nigeria Civil Aviation Authority (NCAA) hosted Consumer Protection Summit. Stakeholders gathered to address key issues affecting air travel, including hidden charges, refund processes, no-show fees, and gaps in communication. The event sought to clarify misconceptions and build mutual understanding among all parties for a transparent aviation sector.
The summit, themed Achieving Increased Adoption of Digital Technology in Air Travel Customer Complaint Management: The Regulatory Perspective, created a platform for meaningful dialogue between regulators, airlines, and passengers. Thought leader and lawyer First Baba Isa, representing passenger interests, strongly criticised airline practices around cancellations and delays. He highlighted the inefficiency in providing compensation and transparency, stressing that refunds often become a frustrating ordeal for passengers.
“Airlines are quick to penalise passengers for no-shows, but when it comes to their own responsibilities, they fall short,” Isa said.
“For instance, passengers are charged no-show fees immediately, but when flights are cancelled, compensation is rarely offered. Airlines and regulators must hold themselves accountable to the same standards they demand from us.”
He also called for full disclosure of ticket costs upfront, condemning the common practice of adding hidden fees post-booking.
Building on the theme of airline-passenger-airport relationships, Director of Airline Services Amaka Echetabu highlighted improvements in customer service frameworks. Representing Ibom Air’s Chief Operating Officer, George Uriesi, Echetabu commended the NCAA’s Consumer Protection Directorate (CPD) for its balanced approach. “The NCAA has humanised its processes, ensuring fairness not just for passengers but also for airlines facing operational challenges,” she said.
Echetabu praised Ibom Air’s policies on handling customer complaints, emphasising the airline’s commitment to fostering better airline-passenger-airport relationships. “All our social media platforms remain open and are actively monitored to address complaints swiftly. Feedback helps us identify areas for improvement and strengthen trust with our passengers,” she explained. She also stressed the need to balance technological advancements with adequate human capacity development. “Technology is vital for growth, but it must be paired with well-trained personnel to achieve lasting success,” she added.
Michael Achimugu, Director of the NCAA’s Consumer Protection Department, provided further insights into the challenges regulators face in mediating disputes. “The NCAA is often caught in a crossfire, with passengers accusing us of siding with airlines and airlines claiming the opposite,” Achimugu noted. He reassured participants that the summit marked a turning point for fostering brutal honesty and implementing actionable resolutions.
“Our priority is to enhance airline-passenger-airport relationships by ensuring that both rights and responsibilities are respected,” Achimugu said.
“Passengers must remember that airlines operate as businesses and need to make commercially viable decisions. However, airlines must also honor their obligations, particularly as outlined in Part 19 of the NCAA Regulations 2023.”
The summit emphasized the importance of transparency, accountability, and collaboration in resolving industry challenges.
Airlines were urged to adopt fair practices, and passengers were reminded to fulfill their responsibilities as aviation ecosystem stakeholders effectively. Achimugu concluded by assuring the NCAA would make tough decisions when needed, ensuring they strictly comply with safety and security standards.
Stakeholders left the summit with a collective commitment to improve airline-passenger relationships through dialogue, technological innovation, and ethical practices. These measures aim to reshape air travel dynamics in Nigeria, balancing passenger satisfaction with operational sustainability for airlines moving forward.
