In a significant move to improve passenger rights in Nigeria, the Nigerian Civil Aviation Authority (NCAA), in collaboration with an insurance company and an international technology firm, has introduced a mobile platform aimed at reducing delays and ensuring timely compensation for affected travelers.
Unveiled at a recent stakeholders’ meeting held at the NCAA annex in Lagos, this innovative platform is designed to enhance the experience for Nigerian airline passengers, who often contend with high fares and lengthy delays.
The new mobile application is expected to address key pain points for travelers, including simplifying boarding procedures, streamlining refund processes for cancellations, and securing compensation for delays that extend beyond three hours.
Importantly, the platform also ensures that passengers are protected from mistreatment by airlines, marking a major stride forward in consumer rights within Nigeria’s aviation sector. Once a delay or cancellation is verified by the airline, the app facilitates instant refunds, managed by an insurance provider, ensuring that passengers receive their entitlements promptly and efficiently.
Michael Achimugu, NCAA’s Director of Public Affairs and Consumer Protection, shared that similar technology is already in use in Europe and other developed regions, and its adoption in Nigeria aligns with the vision of Festus Keyamo, the Minister for Aviation and Aerospace Development, who has been vocal about improving service standards in the aviation sector.
Keyamo’s primary focus is alleviating the financial and emotional impact of flight disruptions on Nigerian travelers, who frequently pay high prices for short domestic routes.
Achimugu highlighted the strides made in strengthening relationships between airlines and regulators, traditionally seen as tense. “In the past, the NCAA was viewed as a ‘big, bad bully’ while airlines often saw themselves as powerless against the regulator,” he explained.
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“But with regular engagement, that relationship has evolved. Now, there’s a stronger sense of collaboration. Consumer Protection Officers are more visible, and the gradual shift to automated processes is helping to make consumer protection more efficient, all contributing to a record 65 percent case resolution rate—the highest in NCAA’s history.”
Achimugu also commended Nigerian airlines for their resilience amidst tough operating conditions, noting that while some disruptions are inevitable, NCAA is committed to a solution that balances passenger rights with the financial stability of airlines. “We understand that margins are slim in the aviation industry, and we’re mindful of finding solutions that work for both passengers and operators,” he said.
This understanding led to the partnership with an insurance provider, chosen after consultations with several firms, to create a sustainable model that empowers passengers without imposing undue burdens on compliant airlines.
Breezetech Technologies, the technology partner, was selected for its blockchain-based portal, which offers immediate assistance to stranded or dissatisfied passengers while ensuring protections for airline operators.
Achimugu praised Breezetech’s solution, noting that it provides a balance of speed, transparency, and fairness—a crucial component of an industry collaboration that includes technology, insurance, airline operators, and regulatory authorities.
The app’s launch has already garnered positive feedback from aviation experts. Industry analyst Rolland Iyayi commented, “This initiative shows that the Nigerian aviation sector is moving toward global standards. It represents a commitment to improving the customer experience, ensuring that Nigerian passengers receive the treatment and support they deserve.”
The NCAA’s efforts to improve passenger rights reflect an evolving aviation industry in Nigeria, where initiatives to streamline operations, enhance customer experience, and address delays are becoming increasingly central. As the platform gains traction, it promises to set a new standard for consumer protection in Nigeria’s aviation sector and could serve as a model for other emerging markets in Africa and beyond.