December 31, (THEWILL) – The Nigerian Civil Aviation Authority has dismissed as baseless a recent report published by an online platform, accusing the agency of negligence in consumer protection.
Speaking on Tuesday, the NCAA’s Director of Public Affairs and Consumer Protection, Mr. Michael Achimugu, described the publication as “a desperate attempt to misinform the public,” insisting that the Consumer Protection Department under the leadership of Acting Director-General, Capt. Chris Najomo, has made significant strides in addressing passenger grievances.
Achimugu highlighted that throughout 2024, airlines operating in Nigeria offered various forms of compensation to passengers, including refunds of up to 100% in special cases.
These compensations, he said, were documented in the airlines’ compliance reports submitted to the NCAA.
“Passengers have been receiving these compensations, redeemable in cash or other forms, as published by airlines and monitored by the NCAA,” Achimugu stated.
He listed several passengers, including Rene Nnaemeka, Fola Alayande, and Tochukwu Anaba, who were compensated for various complaints, reiterating the agency’s commitment to ensuring airlines adhere to consumer protection guidelines.
Addressing allegations that the NCAA had failed to sanction erring airlines, Achimugu refuted the claim, noting that the CPD recently imposed penalties on five airlines—Royal Air Maroc, Ethiopian Airlines, Air Peace, Arik Air, and Aero Contractors—for consumer protection violations, including delays and cancellations.
“These sanctions mark the first CP enforcement actions in over a decade, disproving the notion that the NCAA has been passive,” he said.
Achimugu recalled that the NCAA had previously warned airlines against delaying refunds to passengers, emphasizing that failure to comply within the stipulated timeframe would attract strict penalties.
Reacting to the sanctions, Air Peace Chairman, Allen Onyema, admitted lapses in the airline’s refund processes and pledged to improve response times. Onyema commended the NCAA for its regulatory stance, aligning with his vision to prioritize passenger convenience.
Responding to claims that Acting DG Capt. Chris Najomo improperly disbursed funds to staff, Achimugu defended the DG’s actions, stating that payments for housing arrears and relocation allowances were legitimate and overdue entitlements.
“Capt. Najomo believes in paying staff what is rightfully theirs. This is not personal money; it is government money budgeted for these purposes,” Achimugu noted.
Achimugu stressed that the NCAA remains committed to unbiased consumer protection, ensuring both passengers and operators are treated fairly.
“Our department does not sensationalize issues but focuses on creating a balanced environment where complaints are resolved amicably,” he added.
The NCAA reiterated its dedication to upholding global aviation standards while fostering collaboration between stakeholders for the growth of the industry.
Anthony Awunor, is a business correspondent who holds a Bachelor of Arts Degree in Linguistics (UNILAG). He is also an alumnus of the Nigerian College of Aviation Technology (NCAT), Zaria Kaduna State. He lives in Lagos.
