Passenger Complaints: NCAA Rebrands Consumer Protection

• The NCAA has introduced the Face of Aviation Consumer Protection (FACP) to increase the visibility

The Nigeria Civil Aviation Authority (NCAA) has repositioned its consumer protection department to address the growing number of consumer complaints in the aviation industry.

This comes against the backdrop of ongoing issues with flight delays, cancellations, and disruptions, which frequently cause chaos at airports across the country.

It has been reported that many members of the flying public are unaware of their rights as outlined in civil aviation regulations.

The NCAA has introduced the Face of Aviation Consumer Protection (FACP) to increase the visibility and impact of the consumer protection department in resolving passenger complaints. Mrs Ifueko Abdulmalik, an Assistant General Manager Consumer Protection at the NCAA, was crowned the Authority’s first Face of Aviation Consumer Protection.

The crown is for one year, after which another face will emerge.

This initiative is the brainchild of the NCAA Director of Public Affairs and Consumer Protection, Mr Michael Achimugu.

Achimugu, in a statement, said, “It is also part of the rebranding exercise of the consumer protection department and the Consumer Protection Officers (CPOs), who are the frontline staff of the authority that interfaces with passengers daily.

“The rebranding commenced with the launch of a new dress code for the CPOs to facilitate identification at all airports across the country, a hotline for lodging complaints, and the Face of Aviation Consumer Protection.