The Nigeria Civil Aviation Authority (NCAA) has revamped its Consumer Protection Department to be more accessible to its stakeholders including passengers and to address their complaints effectively.
Mr. Michael Achimugu, Director of Public Affairs, revealed that 70% of air passengers had no idea what the NCAA does in the industry.
Achimugu noted that about 65% of unruly passenger behaviour at the airports happens because pax are not aware that Consumer Protection Officers are available to assist with cases of flight disruptions.
While emphasizing that most airport disruptions occur due to passengers’ ignorance of available assistance, Achimugu averred that passengers’ frustration often leads to unruly behavior, posing security and economic risks.
”That frustration makes them take the laws into their own hands, damaging property and beating up airline staff. Unruly Pax behaviour is both a security and economic threat.
According to him, the rebrand aims to raise awareness and reduce unruly behavior by 80%.
Mr. Achimugu highlighted the importance of initiatives to enhance the department’s image and visibility.
Consumer Protection Officers (CPOs) are essential frontline staff engaging with passengers daily. Rebranding includes new dress codes, a complaints hotline, and promoting the Face of Aviation Consumer Protection.
Mrs. Ifueko Abdulmalik is appointed as the Face of Aviation Consumer Protection for one year.
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