The Federal Government has called on the Ministry of Aviation and Aerospace Development, along with the Nigerian Civil Aviation Authority (NCAA), to revisit a draft policy aimed at introducing stricter penalties for airlines over the rising incidents of flight delays and cancellations nationwide.
The recommendation was made by Hadiza Bala-Usman, the Special Adviser to the President on Policy and Coordination and head of the Central Results Delivery Coordination Unit (CRDCU). Bala-Usman spoke during a performance assessment meeting held at the Ministry of Aviation and Aerospace Development in Abuja on Wednesday.
This meeting was part of a broader review of the Q1–Q3 2024 Performance Assessment Report, which evaluates the progress of Presidential Priorities and Ministerial Deliverables. The CRDCU also shared details of the discussions on its official X (formerly Twitter) account on Tuesday.
During the meeting, Bala-Usman noted the need for stronger regulations to protect passengers from the inconvenience and financial strain caused by frequent flight disruptions.
She pointed out that gaps in the Ministry’s engagement with stakeholders and customers, coupled with incomplete data on service delivery and complaint resolution, made it difficult to conduct an accurate and independent evaluation of progress.
In addition to urging tougher penalties for non-compliant airlines, Bala-Usman proposed a review of the current timeline for resolving customer complaints, which she described as “unrealistic” and out of sync with global practices.
The report stated, “She further recommended revising the current target of 224 days for resolving customer complaints, stating that it urgently requires recalibration to align with global best practices.”
Bala-Usman also stressed the need for more effective mechanisms to ensure quicker dispute resolution, allowing passengers to receive timely redress for their grievances.
Responding to these recommendations, Festus Keyamo, the Minister of Aviation and Aerospace Development, commended the CRDCU for its commitment and vowed to address the issues raised. Keyamo assured that his Ministry would enhance service delivery and maintain global standards in the aviation sector.
