The Nigerian Civil Aviation Authority (NCAA) has partnered with an insurance company and a tech firm to launch a new mobile app. This app is designed to minimize passenger delays and ensure that airlines compensate travelers for delays exceeding three hours. The app also offers protection against mistreatment by airlines.
The app, unveiled at a stakeholders’ meeting in Lagos, will help passengers locate boarding gates, speed up refund processes for canceled flights, and secure compensation for excessive delays.
Also, the new mobile app launched by the NCAA, offers another significant benefit: immediate refunds for delayed flights. As soon as an airline verifies a passenger’s ticket, the insurance company will process the refund.
NCAA Director of Public Affairs and Consumer Protection, Michael Achimugu, highlighted that this technology is already in use in Europe and other advanced nations. He emphasized that its adoption in Nigeria aligns with Minister Festus Keyamo’s vision to modernize the aviation sector.
Achimugu acknowledged the Minister’s concern regarding the frequent disruptions faced by Nigerian passengers, who often pay high fares for short-distance flights. The new app aims to alleviate these issues and provide much-needed relief to travelers.
Achimugu added, “To this end, several quick fixes have been implemented. Regular engagement between the NCAA Consumer Protection Department and airlines has improved what was once a rocky relationship between regulators and operators. We’ve established that this sector of the industry can work collaboratively, rather than NCAA being perceived as a ‘big, bad bully’ and airlines as intimidated yet resistant entities.
“Consumer Protection Officers are now more visible and recognisable, while the gradual automation of consumer protection processes is advancing Capt. Chris Najomo’s vision of a business-friendly environment. Complainants are also benefiting from improvements in service quality and case resolution speed, with resolution rates now reaching a record 65 per cent, the highest in NCAA’s history.
“I must take this opportunity to appreciate Nigerian airlines for their resilience. We understand how challenging the business environment is, with minimal profit margins, and we know that not all disruptions are within the airlines’ control.”
Explaining the choice of an insurance partner, Achimugu said, “We engaged several insurance firms to create a system that supports passenger rights without jeopardising airline operations—except for non-compliant operators.
“Of all the models presented, Breezetech Technologies offered the most viable solution. Their blockchain-based portal provides near-instant relief to stranded or dissatisfied passengers at terminals, while also safeguarding airline interests. It’s a collaborative initiative between technology, insurance, operators, and regulators.”
Industry expert Rolland Iyayi hailed the new app as a significant step forward for the Nigerian aviation industry.
“This initiative demonstrates Nigeria’s commitment to global standards and will undoubtedly enhance the overall passenger experience,” he stated.
