NCAA deploys blockchain to address flight challenges
The Nigeria Civil Aviation Authority (NCAA) has deployed the use of Blockchain technology to address challenges associated with flight delays, cancellations and passenger comfort in order to ensure travellers enjoy seamless, secure and hassle free travels.
The authority listed advantages of the technology for the industry to include its multi-layered problem-solving capabilities alongside its decentralized, immutable, and transparent record-keeping system with the potential to revolutionise the industry.
Spokesman of NCAA and Director of Public Affairs and Consumer Protection Mr. Michael Achimugu explained that from the seamless passenger identity management to real-time luggage tracking, the Blockchain portal offers the NCAA a wealth of solutions to minimise delays, enhance security, and streamline traditionally error-prone processes.
Speaking at a sensitisation workshop in Lagos, he said the agency decided to embrace the digital tool to transform air travel in ways that promise enhanced efficiency, transparency, and convenience.
According to Achimugu, the Minister’s focus on addressing flight disruptions and high airfares reflects his dedication to finding long-term solutions to issues that have historically strained relations between airlines and consumers.
“First, he identified the challenges and began to seek long-term fixes. He has been vocal about ensuring refunds, rebates, and world-class customer service,” Mr Achimugu emphasised.
Under the leadership of Acting Director-General, Capt. Chris Najomo, the NCAA has already implemented a range of “quick-fix” solutions to support the Minister’s roadmap.
In addition to regular meetings with airlines and travel agents to foster collaboration and address passenger complaints, Mr. Achimugu noted that Consumer Protection Officers are now more visible and accessible.
He noted that with automation easing the customer complaint process, the NCAA has achieved a record-high satisfaction rate of 65% – the highest in its history.
“Consumer Protection Officers are now more visible and recognizable, and complainants are seeing improvements in service and faster resolution of cases,” Mr. Achimugu added.
He also acknowledged the challenging operating environment facing Nigerian airlines, commending them for their resilience and commitment to customer satisfaction, especially since not all delays are within their control.
He observed that many airlines are now issuing refunds and compensations at encouraging rates.
“In my recent interaction with a former DGCA of Argentina, she expressed disbelief at hearing that airlines pay refunds in Nigeria,” he recalled, quoting her as saying, “Airlines in my country would never do that, regardless of intervention by the CAA.”
