NCAA to Launch Automated Complaints Portal

The Nigeria Civil Aviation Authority (NCAA) is gearing up for a major digital overhaul aimed at improving its operations and strengthening regulatory oversight.

The authority plans to introduce digital platforms that will streamline the processing of approvals, licenses, renewals, and passenger complaints.

This initiative was announced by the Acting Director-General of Civil Aviation, Captain Chris Najomo, during the launch of a training program for the new Consumer Protection Portal in Lagos.

Captain Najomo highlighted that the new portal will accelerate the resolution of passenger complaints and serve as a performance indicator for both domestic and international airlines operating within Nigeria.

He further explained that the capacity-building program is designed to equip airlines and the NCAA with the necessary tools to effectively address recurring passenger issues, such as flight delays, cancellations, and other service deficiencies.

To support these efforts, the NCAA will harness information technology to modernize its processes. “We are making significant progress in our digital transformation journey. This software will revolutionize our systems, including Air Operator Certificates (AOCs), certifications, recertifications, and licensing,” Najomo stated.

The Consumer Protection Portal, according to Captain Najomo, will enable real-time monitoring of airline performance, particularly in passenger handling procedures. This data will be used to publicly rank airlines based on their consumer service standards.