Onyema Commends NCAA Sanctions, Vows to Enhance Customer Service Standards

Contrary to some media reports, the Nigeria Civil Aviation Authority (NCAA) has clarified that recent sanctions against five airlines were strictly for consumer protection infractions and not related to safety concerns. This clarification follows the Authority’s commitment to ensuring compliance with its regulations while protecting both passengers and operators.

Two weeks ago, Michael Achimugu, NCAA’s Director of Consumer Protection and Public Affairs, issued a warning regarding the delayed payment of refunds to passengers. He reminded airlines that under Part 19 of the NCAA Regulations 2023, refunds must be processed within a stipulated timeframe or face sanctions.

A week later, the NCAA took enforcement action against Royal Air Maroc, Ethiopian Airways, Air Peace, Arik Air, and Aero Contractors for failing to meet consumer service obligations. In response, Acting Director-General of the NCAA, Capt. Chris Najomo, convened an emergency stakeholder meeting to address recurring issues such as flight delays and cancellations. Capt. Najomo urged operators to align their schedules with their available aircraft and prioritize consumer complaints.

Among the sanctioned airlines, Allen Onyema, Chairman of Air Peace, acknowledged shortcomings in his airline’s response to refund complaints. He revealed that lapses in his finance team had caused delays, which did not reflect the airline’s vision of passenger satisfaction. Onyema welcomed the NCAA’s enforcement action, pledging to improve customer service standards.

Despite the NCAA’s transparency, some media outlets speculated that the sanctions were related to safety violations. This prompted Mr. Achimugu to issue a statement emphasizing the true purpose of the sanctions. “The DGCA publicly announced at a stakeholders meeting in Lagos the names of the airlines and the reasons for the enforcement actions. My department handles consumer protection issues, not technical or safety matters,” he clarified.

Achimugu concluded by reaffirming the department’s role as an unbiased mediator between passengers and operators, underscoring its dedication to resolving consumer grievances without sensationalism.

The NCAA’s swift action and engagement with stakeholders highlight its commitment to fostering accountability in the aviation sector while ensuring passengers’ rights are protected.