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Fidelia Njeze, the
minister of aviation, on Monday, expressed dismay with the rise in the
number of passenger complaints recorded by the Nigerian Civil Aviation
Authority between the months of January to September this year.

Explaining that air
travellers are rightfully entitled to adequate treatment by airline
operators, Mrs. Njeze said that the grievances by passengers ranged
from issues of missing luggage, poor in-flight services, contempt, to
the sale of an already paid seat to another passenger.

“In the past few
months, the NCAA has received several complaints through its consumer
protection unit by aggrieved passengers who have been badly treated in
one way or the other by some airlines within and outside the country,”
she said during a meeting with representatives of foreign airlines
operating in Nigeria, held at the agency’s headquarters annex in Lagos.

“For instance, this
year alone, between January and September, the consumer protection unit
has received approximately 46,998 complaints pertaining to lost
baggage, flight delays, cancellations, poor in flight service,” she
added.

Revamping customer service

The aviation
minister urged the airline operators to retrain their front desk
officers and crew members on how to relate with passengers.

“I use this
opportunity to appeal to operators to remind their personnel on the
need for proper treatment of passengers, especially Nigerians, wherever
they may be.

“It is a momentous
time in Nigerian aviation industry, and I implore you to avail yourself
of the tremendous potentials and opportunities presented. I believe
together we can forge a strong and vibrant sector comparable anywhere
in the world,” she said.

New developments

While pleading with
the carriers to support in developing the sector, Mrs. Njeze outlined
some of the strides of the ministry to include the implementation of
the National Aviation Security Programme, which led to the installation
of 3D Total Body Imaging Scanners; various explosive detection systems
at the major airports; total body pat down at departure security
points; investment and roll out of Machine Readable Travel Documents
that incorporate biometrics, amongst others.

“The government
believes aviation security is a matter of global concern that requires
global concerted efforts. We, therefore, call on your support and
corporation in our quest to build a safe and secure airspace,” she said.

The minister also announced that the Akanu Ibiam Airport, Enugu State, will be opened for operations this month.

“The Akanu Ibiam Airport, Enugu, as you are well aware, has been upgraded to international status.

“As I speak, the runway extension and resurfacing with new airspace
infrastructure has been concluded and scheduled to open for daylight
operations from the 16th of this month. It is hoped that airlines will
take advantage of this and commenced plans to provide service to
travellers in that region,” the minister said.