LAGOS , Nigeria (VOICE OF NAIJA) – The Nigeria Civil Aviation Authority (NCAA) has convened a meeting with travel agents and airline operators to address persistent issues of flight disruptions and ticket refund complaints, among other concerns.
The meeting, held at the NCAA office at Murtala Muhammed Airport in Lagos, aimed at finding a lasting solution to these challenges.
During the meeting, Director of Air Transport at NCAA, Mrs. Olayinka Babaoye, informed stakeholders that the gathering was necessary due to the increasing issues of flight disruptions and passenger complaints.
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Babaoye emphasized the importance of balancing the causes of flight disruptions with how these issues are communicated to passengers.
She added that this approach would help the agency gather perspectives from airlines, passengers, and travel agents to find a mutually agreeable way forward.
She said, “It is good to hear from both sides because we have called the airline on several occasions, both foreign and domestic airlines.
“To discuss the issue that we keep getting from passengers on disruption, on how cancellations and delays are being handled.
“And I know we worked very closely with NANTA because we were trying to make sure that passengers come first. But at the same time, it is also to balance between the passenger, the airline, and the country as a whole.”
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Speaking at the meeting, Director of Public Affairs and Consumer Protection at NCAA, Micheal Achimugu stated that the government,
through the agency, is prepared to impose sanctions when necessary.
He warned that both local and international airlines should be vigilant, referencing the recent issue involving Turkish Airlines and NUATE saga.
He said, “There is an absolute need to eradicate the touts at the airport. NANTA members, who are certified by the NCAA must be properly identified.
“Most of the aftermath of disruptions at the airport are constituted by these touts,” he said.
A travel agent, Adeola Folami, urged for more engagements such as meetings of this kind as same will help nip many issues in the bud.
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He also pointed out the need for a balance between the International Air Transport Association’s exchange rate for ticket sales and other exchange rates, warning that failure to achieve this could negatively impact the industry.
Other agents highlighted that airlines were not promptly sending email notifications, which led them to stop inputting passengers’ personal data when purchasing tickets due to airlines using this information for promotional emails and discounted ticket offers.
Another agent, MaryAnn Onuoha, remarked that IATA had effectively become a governing body in Nigeria, frequently altering the rate of exchange (ROE) on a daily basis.
Travel agents voiced significant frustration with the airlines’ refund policies, noting that obtaining refunds was often excessively delayed or never completed.
In response, the Director of Public Affairs and Consumer Protection assured that all these concerns would be addressed in accordance with the NCAA Act.