NCAA flags airlines over poor passenger treatment practices

The Nigeria Civil Aviation Authority (NCAA) has sounded the alarm over the deteriorating treatment of passengers by some domestic airlines, a situation that threatens to undermine confidence in the nation's aviation sector. Michael Achimugu, Director of Public Affairs and Consumer Protection at the NCAA, highlighted a surge in complaints from travelers across Nigeria. These grievances primarily center on airlines' reluctance to issue refunds and the unsatisfactory conduct of airline staff when flights face disruptions.

Achimugu emphasized that while the aviation industry faces operational hurdles like the high cost of jet fuel and bird strikes, a significant portion of passenger dissatisfaction stems from poor service delivery. The NCAA is particularly concerned about instances where passengers pay for services but are denied refunds, a practice that casts a negative light on the industry. The regulator stressed that although flight disruptions can be unavoidable, the manner in which airlines handle these situations and their communication with affected passengers has become a major pain point.

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You cannot take money from passengers and refuse to refund it. It gives us a bad image. Circumstances are as difficult for the passengers as they are for operators, if not more.

Adding to the passenger woes is the behavior of some airline personnel. Achimugu noted that staff members sometimes become inaccessible or withdraw during tense situations, rather than offering assistance and information. This lack of engagement exacerbates passenger frustration. The NCAA insists that airline staff must remain visible and available to provide timely updates, guidance, and necessary care during disruptions.

The NCAA's warning is clear: a failure to address these persistent issues could severely damage public trust in Nigerian aviation. This comes at a critical time when the sector is striving for stability and growth. While acknowledging the Federal Government's efforts, particularly through the Minister of Aviation and Aerospace Development, Festus Keyamo, the NCAA is resolute in its commitment to enforcing compliance and ensuring that passenger rights are respected, fostering a more accountable and responsive aviation ecosystem.

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When a disruption occurs, airline staff must be available to provide information and provide care. The behaviour of running away (sometimes due to fear of being attacked by unruly passengers) has to be adjusted.