NCAA introduces mobile app to curb airline delays, protect passengers

The Nigerian Civil Aviation Authority, in partnership with an insurance company and an international technology firm, has launched a mobile platform designed to minimise passenger delays and ensure compensation from airlines to travellers whenever delays exceed three hours.

The platform also guarantees passengers protection from any form of maltreatment by airlines.

This development was unveiled at a stakeholders’ meeting held at the NCAA annex office in Lagos State on Saturday.

The mobile application aims to help passengers locate boarding areas promptly, expedite refunds in case of cancellations, and secure compensation when delays exceed the regulatory time.

Additionally, the application ensures immediate refunds to passengers, issued by the insurance company, as soon as the airline verifies the authenticity of the flight ticket.

Speaking at the event, NCAA’s Director of Public Affairs and Consumer Protection, Michael Achimugu, stated that similar technology is already operational in Europe and other developed countries, and its adoption in Nigeria enhances the re-engineering and development mission of the Minister for Aviation and Aerospace Development, Festus Keyamo.

Achimugu noted that the minister began his tenure concerned about the impact of flight disruptions on Nigerian passengers, who often bear high airfares for short-distance flights.

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.”

Commenting on the development, industry expert Rolland Iyayi noted that this advancement will significantly enhance customer experience, adding, “Initiatives like this highlight the progress of the Nigerian aviation industry in aligning with global standards.”