The Minister of Aviation and Aerospace Development, Festus Keyamo, has issued a 24-hour ultimatum to the Nigeria Civil Aviation Authority to address issues concerning air ticket funds held by certain airlines, particularly those that have suspended operations recently.
Keyamo’s directive emphasizes the need for swift action to resolve the situation and protect consumer interests.
Keyamo announced the order on Thursday at the Murtala Muhammed Airport in Lagos during the launch of the NCAA Consumer Protection Portal, according to The Punch.
The minister expressed regret that passengers who had booked flights with certain airlines were struggling to reclaim their funds.
He stated that such practices by airlines would not be tolerated and instructed the NCAA to inform the public of the actions taken to resolve these complaints by Friday.
While Keyamo did not specify any airlines involved in the non-refund issue, AMBusiness earlier reported that Azman Air and Dana Air had suspended flights over the past year for various reasons.
Similarly, since its suspension, Dana Air’s management has been unable to resume operations, although there are assurances that the airline will be returning to the skies soon.
Keyamo said, “I am not unaware of the complaints of people whose money has not been refunded by certain airlines that have stopped operations due to safety concerns. I receive a huge number of such complaints in my emails, text messages, and direct messages. I have been a lawyer of the Federal Republic for over 30 years before I was called to serve my fatherland. People find a way to send these complaints to me and that is why I receive some of these complaints directly.
“For the airlines that have not refunded passengers’ money, there must be a public statement by the NCAA by the end of Friday latest. Let the public know what is happening to that money. I know you have resolved that. Let’s not pretend as if we are not hearing anything about this. People bought tickets before the airlines ran into troubled waters. What happened to their money? What plans do you have to refund them? This is part of consumer protection.
“Please, the NCAA should come out with a public statement to show what they are doing about resolving the issue.”
Keyamo stated that the launch of the Consumer Protection Portal would streamline complaint processes and improve efficiency within the aviation system.
He praised the NCAA leadership, particularly the Consumer Protection Directorate, for the initiative, emphasizing that the industry’s viability hinges on prioritizing the needs of the traveling public.
Keyamo praised the NCAA leadership, particularly the Consumer Protection Directorate, for the initiative. He emphasized that the industry’s viability depends on how well it addresses the needs of the traveling public.
He said, “The final thing that we must achieve in the sector is that the person boarding the aircraft must have good experience, must feel the change either in terms of prices, environment or experience. So, everybody is working for that final consumer, including myself. So, let it be clear that we are all Consumer Protection Officers and it’s not only for those gentlemen and ladies in uniform.
“As a frequent flyer myself, I have seen firsthand, the rage of passengers who are either disappointed by delayed flights, cancellations or some ugly experiences on those flights. I have seen the rage and this is a means by which they can ventilate that rage.”
The acting Director-General of the NCAA, Capt Chris Najomo said that the initiative marks a significant step in the agency’s commitment to protecting the rights and interests of aviation consumers nationwide.
