The Nigeria Civil Aviation Authority (NCAA) has announced the repositioning of its consumer protection department to address the increasing number of consumer complaints within the aviation industry.
This move comes in response to ongoing issues such as flight delays, cancellations, and disruptions that have led to chaos at airports nationwide.
According to reports, many members of the flying public are unaware of the rights outlined in civil aviation regulations.
In an effort to enhance the visibility and effectiveness of the consumer protection department in addressing passenger complaints, the NCAA has introduced the “Face of Aviation Consumer Protection” (FACP) initiative. Mrs. Ifueko Abdulmalik, an Assistant General Manager of Consumer Protection at the NCAA, has been crowned as the inaugural Face of Aviation Consumer Protection for a one-year term, with plans for another individual to take over thereafter.
This initiative, spearheaded by Mr. Michael Achimugu, the Director of Public Affairs and Consumer Protection at the NCAA, aims to rebrand the consumer protection department and its frontline staff, the Consumer Protection Officers (CPOs), who interact with passengers daily.
As part of the rebranding efforts, a new dress code has been introduced for CPOs to ensure easy identification at all airports nationwide. Additionally, a hotline has been established for passengers to lodge complaints effectively.
