Airlines must improve passenger experience, stop misleading advertisement –NCAA

2 weeks ago

By Chinelo Obogo 

Nigerian Civil Aviation Authority, (NCAA) has urged airlines to work hard to improve passenger experience and also stop misleading customers with false advertising.

Director General, Nigeria Civil Aviation Authority, NCAA, Captain Musa Nuhu, who was represented by the Director, Aerodromes and Airspace Standards (DAAS), Mr. Mohammed Odunowo, during the ongoing Airports, Airlines Business Summit and Expo AABSE 2022 organised by NIGAV, urged airport managers and airlines to adopt the use of technology to provide better passenger experience and security at the airports, as this will continue to help post-Covid-19 recovery of the air transport industry.

On misleading advertising, he said, “Airlines must not display or advertise wrong flight times. Passengers book flights to meet their travel plans and it is frustrating when a person purchases a ticket for a particular time only to be informed that the fight will operate at a later time.”

He also said many airlines recognise the role of mobile apps for online check-in and that pre-ordering of products in airports may increase if the technology option is available to let travelers check in, check flight status, determine travel time to the airport and modify their itinerary seamlessly.

He said the NCAA’s target is to win back public confidence to fly again and that while safety and security is paramount for air travel, so also is passenger satisfaction and a passenger’s experience will determine if he flies again.

“Mobile apps will continue to play a critical in-trip role and also help to mitigate sanitation concerns. As travelers start to fly again, they will expect airlines to have measures in place to protect their health and safety.

“Improving passenger experience is a holistic approach. The travel experience commences from the time a passenger arrives at the airport to arrival at final destination. With the pandemic, new habits established, passenger awareness has reached a different level and they are more inclined to use online check-in and self-check-in kiosks. Overall, they are more willing to use technology as people refrain from close contact and asking questions which they could figure out themselves.

“Also, airports must continue to demonstrate that they are ready to keep the pandemic under control, with all necessary standards, recommendations and requirements implemented and applied, ensuring that travelers can have a safe journey, from the airport building entrance, to boarding and accommodating their seats in the plane.

“These actions include: Airport ambience: Seating areas, restrooms, restaurants, shopping areas. Hand sanitisers should be available across the airport, especially near and within the areas with frequently touched surfaces,” he said.

On the airline experience, he said maintaining integrity is key as airlines must not display or advertise wrong flight times. In the event of a flight disruption the airline must provide timely information to passengers and live up to their obligation to provide care (Refreshment, refund,re-routing on another flight in a timely manner) and in adherence to the Nigeria Civil Aviation Regulations 2015 Part 19.

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