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Ex Managing Director, Nigerian Ports Authority, Hadiza Bala-Usman
The Federal Government, through the Central Results Delivery Coordination Unit, has urged the Ministry of Aviation and Aerospace Development and the Nigerian Civil Aviation Authority to revisit a draft policy proposing stricter sanctions on airlines for the increasing number of flight delays and cancellations across the country.
The Special Adviser to the President on Policy and Coordination and head of the CRDCU, Hadiza Bala-Usman, made this recommendation during a performance assessment meeting held at the Ministry of Aviation and Aerospace Development in Abuja on Wednesday.
The meeting was 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 in a post on the CRDCU’s X (formerly Twitter) handle on Tuesday.
Bala-Usman emphasised the need for stronger measures to safeguard passengers from the inconveniences and financial losses caused by frequent flight disruptions.
She highlighted shortcomings in the Ministry’s stakeholder and customer engagement processes, noting that incomplete data on service delivery and complaints resolution hindered an accurate, independent assessment of progress.
In addition to advocating tougher penalties for erring airlines, Bala-Usman recommended revising the current 224-day target for resolving customer complaints, describing it as “unrealistic” and inconsistent with global standards.
The report noted: “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.”
Bala-Usman also called for a review of the timeline to ensure quicker and more effective dispute resolution for passengers.
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.
