NCAA Resolves 55,000 Passengers Complaints

The Directorate of Cus
tomer Protection (DCP) of the Nigerian Civil Aviation Authority (NCAA) says it has resolved 55,000 complaints in almost two years.
However, some of these complaints were roll over cases from the previous years but were eventually resolved alongside subsequent ones.
NCAA in a statement signed by its general manager, Public Affairs, Mr. Fan Ndubuoke and made available to newsmen, said in 2013, a total number of 15,839 complaints were received from 13,954 international airlines operations and from the domestic airlines 382 from 65,368 operations.
According to the statement, “these complaints have a preponderance of missing baggage cases from foreign carriers which was 14,828 and 202 from domestic carriers in 2013. In 2014, there was an obvious  decline with foreign carriers having 5,428 cases and 97 for domestic airlines.
“Delayed flights on international routes were 2,341 and 24,358 complaints from local in 2013. On the other hand, in 2014, the international airlines had 3,288, an upward movement due to some certain extraneous factors while the local airlines had 24,111 a marginal decrease”.
Similarly, there were 131 complaints arising from cancelled flights from the international carriers and 229 from the domestic carriers in 2013. A total number of 345 flights were cancelled in 2014 while on the domestic it was 167.
Overbooking on foreign flights and denied boarding on foreign operations had 57 complaints and 63 for local operations. The subsequent year 2014, saw foreign operations providing 31 complaints and the domestic operators also had 31, a reduction from the previous year.
In addition, Domestic operators had a total of 97 mishandled/misrouted baggage while 76 were found.
Other complaints such as pilferage and discourtesy on the international flights received a total number of 109 complaints in 2013 and 101 on domestic. However, these complaints reduced in 2014 to 83 on international route and 59 on the local route.
The statement further said with the increase in the volume of passenger traffic, the regulatory authority has strengthened the directorate of consumer protection to cope with the complaints.
“NCAA said it has taken decisive approach to ensure all airlines operating in and out of Nigeria must ensure safe, secure, and comfortable operations to allow  passengers have value for their money.