- The proposed policy changes, if implemented, are expected to hold airlines more accountable
The Federal Government has called on the Ministry of Aviation and Aerospace Development and the Nigerian Civil Aviation Authority (NCAA) to revisit a draft policy proposing stricter sanctions for airlines over the rising number of flight delays and cancellations across the country.
The recommendation was made by Hadiza Bala-Usman, Special Adviser to the President on Policy and Coordination and head of the Central Results Delivery Coordination Unit (CRDCU), during a performance assessment meeting in Abuja on Wednesday.
The meeting, which reviewed the Q1–Q3 2024 Performance Assessment Report on the implementation of Presidential Priorities and Ministerial Deliverables, highlighted significant gaps in customer engagement and service delivery within the aviation sector.
In a statement shared via the CRDCU’s X (formerly Twitter) handle, Bala-Usman stressed the urgent need for stronger measures to protect passengers from the inconvenience and financial losses caused by frequent disruptions. She pointed out that incomplete data on service delivery and complaint resolutions hampered the independent assessment of progress.
Bala-Usman also criticised the current 224-day target for resolving customer complaints as “unrealistic” and urged a revision to align with global standards. She stated:
“Given the increasing number of flight delays and cancellations and their impact on passengers, recalibrating the timeline for complaint resolution is critical to ensure quicker and more effective dispute resolution.”
In response, Minister of Aviation and Aerospace Development Festus Keyamo commended the CRDCU for its detailed assessment and pledged to tackle the identified challenges. He assured that the Ministry would intensify efforts to enhance service delivery and maintain global standards in Nigeria’s aviation sector.
The proposed policy changes, if implemented, are expected to hold airlines more accountable and improve passenger experience across the country.