The Director of Public Affairs and Consumer Protection, Nigerian Civil Aviation Authority (NCAA), Michael Achimugu has announced a partnership with Breezetech Technologies, an insurance firm to launch a mobile platform designed to minimise passenger delays and ensure compensation from airlines to travellers
Breeze Technologies is an IT company that helps the government monitor, understand, improve air quality, and detect wildfires with its speciality in air quality sensors, data, and analytics.
At a stakeholders’ meeting at the NCAA annexe office in Lagos on Saturday, Achimagu stated that the initiative aims to protect passengers from airline maltreatment, assist with locating boarding areas, expedite refunds for cancellations, and ensure compensation when delays exceed the regulatory limit.
According to Section 19.6 of the NCAR, If a domestic flight is delayed beyond its scheduled time, passengers are entitled to refreshments after two hours, reimbursement after three hours, and accommodation if the delay extends overnight.
Addressing the compensation modalities, Achimagu noted that the development is already operational in Europe and other developed countries, and aligns with the Minister for Aviation and Aerospace Development, Festus Keyamo’s directive on flight disruptions for Nigerian passengers, who often bear high airfares for short-distance flights.
He said, “We’ve established that this sector of the industry can work collaboratively, rather than NCAA being perceived as a ‘big, bad bully’ and airlines as intimidated yet resistant entities.
“To this end, several quick fixes have been implemented. Regular engagement between the NCAA Consumer Protection Department and airlines has improved what was once a rocky relationship between regulators and operators.
“Consumer Protection Officers are now more visible and recognisable, while the gradual automation of consumer protection processes is advancing Capt. Chris Najomo’s vision of a business-friendly environment.
“We engaged several insurance firms to create a system that supports passenger rights without jeopardising airline operations—except for non-compliant operators.
“Of all the models presented, Breezetech Technologies offered the most viable solution. Their blockchain-based portal provides near-instant relief to stranded or dissatisfied passengers at terminals, while also safeguarding airline interests. It’s a collaborative initiative between technology, insurance, operators, and regulators.
“Complainants are also benefiting from improvements in service quality and case resolution speed, with resolution rates now reaching a record 65 per cent, the highest in NCAA’s history.
“I must take this opportunity to appreciate Nigerian airlines for their resilience. We understand how challenging the business environment is, with minimal profit margins, and we know that not all disruptions are within the airlines’ control.”