The Federal Government, through the Central Results Delivery Coordination Unit (CRDCU), has called on the Ministry of Aviation and Aerospace Development and the Nigerian Civil Aviation Authority (NCAA) to revisit a draft policy that proposes tougher sanctions on airlines for the rising cases of flight delays and cancellations across Nigeria.
Speaking at a performance assessment meeting held in Abuja on Wednesday, the Special Adviser to the President on Policy and Coordination and head of the CRDCU, Hadiza Bala-Usman, emphasized the need for stronger measures to protect passengers from frequent flight disruptions and the resulting inconveniences.
The meeting formed part of the ongoing review of the Q1–Q3 2024 Performance Assessment Report on the implementation of Presidential Priorities and Ministerial Deliverables. Details of the meeting were shared via the CRDCU’s X (formerly Twitter) handle on Tuesday.
Bala-Usman criticized the Ministry’s stakeholder and customer engagement processes, noting that incomplete data on service delivery and complaint resolution hindered an accurate assessment of progress.
She also described the current 224-day target for resolving customer complaints as “unrealistic” and inconsistent with global standards, recommending an urgent recalibration of the timeline.
“She described this as critical given the increasing number of flight delays and cancellations and the impact on affected passengers.
“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.”
In response, the Minister of Aviation and Aerospace Development, Festus Keyamo, commended the CRDCU for its diligence in identifying these issues. He assured stakeholders that the Ministry would intensify efforts to improve service delivery and uphold the highest standards in Nigeria’s aviation sector.
Keyamo pledged to address the challenges highlighted, including implementing more efficient timelines for resolving passenger disputes and complaints.
In response, the Minister of Aviation and Aerospace Development, Festus Keyamo, commended the CRDCU for its diligence and pledged to address the identified challenges.
Keyamo assured that his Ministry would intensify efforts to improve service delivery and uphold the highest standards in Nigeria’s aviation sector.
