The Federal Government (FG), through the Central Results Delivery Coordination Unit (CRDCU), has called on the Ministry of Aviation and Aerospace Development, as well as the Nigerian Civil Aviation Authority (NCAA), to revisit a draft policy proposing stricter sanctions against airlines for the rising frequency of flight delays and cancellations across the country.
This recommendation was made by the Special Adviser to the President on Policy and Coordination, Hadiza Bala-Usman, who also heads the CRDCU. She made these remarks during a performance assessment meeting held on Wednesday at the Ministry of Aviation and Aerospace Development in Abuja.
The meeting formed part of the ongoing review of the Q1–Q3 2024 Performance Assessment Report, which evaluates the implementation of Presidential Priorities and Ministerial Deliverables.
Details of the discussion were shared in a post on the CRDCU’s X account (formerly Twitter) on Tuesday. Bala-Usman underscored the necessity of implementing stronger measures to protect passengers from the inconveniences and financial burdens caused by frequent flight disruptions.
She also pointed out gaps in the Ministry’s stakeholder and customer engagement practices. Specifically, she noted that incomplete data on service delivery and complaint resolution made it challenging to conduct an accurate and independent assessment of progress.
In her recommendations, Bala-Usman emphasized the need for harsher penalties against non-compliant airlines. She also highlighted the inadequacy of the current 224-day target for resolving customer complaints, describing it as “unrealistic” and misaligned with global standards.
The report stated: “She stressed the importance of this issue, considering the increasing frequency of flight delays and cancellations and the associated impact on passengers. She further recommended recalibrating the 224-day timeline for resolving customer complaints to bring it in line with global best practices.”
Bala-Usman also called for a review of the timeline for dispute resolution to ensure a more efficient and effective process for passengers.
In his response, the Minister of Aviation and Aerospace Development, Festus Keyamo, commended the CRDCU for its meticulous work. He pledged that the Ministry would address the identified challenges and assured that efforts would be intensified to enhance service delivery and uphold high standards in Nigeria’s aviation sector in the federal government (FG).
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