Cases of missing luggage have topped travellers’ complaints from both foreign and local airlines in the last two years, just as the the Directorate of Consumer Protection (DCP) of the Nigerian Civil Aviation Authority (NCAA) on Sunday said it resolved 55,000 complaints from both sides.
These complaints, according to a data released by the NCAA, have a preponderance of missing baggage cases from foreign carriers which was 14,828 and 202 from domestic carriers in 2013.
In 2014, there was an obvious decline with foreign carriers having 5,428 cases and 97 for domestic airlines. In 2013, a total number of 15,839 complaints were received from 13,954 international airlines operations and from the domestic airlines, 382 from 65,368 operations.
Between January and September 2014, there was a drastic reduction in complaints as the Authority received 5,578 from 11,683 foreign operations and domestic 184 from 51,212 operations.
Delayed flights on international routes were 2,341 and 24,358 complaints from local routes in 2013.
On the other hand, in 2014 the international airlines had 3,288, while the local airlines had 24,111, a marginal decrease.
Similarly, there were 131 complaints arising from cancelled flights from the international carriers and 229 from the domestic carriers in 2013.
A total number of 345 flights were cancelled in 2014, while on the domestic flights we had 167.
Overbooking and denied boarding on foreign operations had 57 complaints and 63 for local operations.
The subsequent year 2014 saw foreign operations, having 31 complaints and the domesticate operators had likewise (31) a reduction from the previous year.
In addition, domestic operators had a total of 97 mishandled/misrouted baggage, whereas 76 were found.
Other complaints such as pilferage and discourtesy on the international flights were 109 in 2013 and 101 on domestic route.
These complaints reduced in 2014 to 83 on international route and 59 on the local route.
Speaking on the matter, the management said with the attendant increase in the volume of passenger traffic, the regulatory Authority had correspondingly strengthened the DCP while a wide range of enlightenment campaign was embarked upon by the NCAA.
“This was done by extensive training of the corps of Consumer Protection Officers to augment their capacity to monitor flight operations at the various airports. In addition, they were skilled in receipt, processing, mediation and resolution of complaints from aggrieved passengers.
“NCAA has taken a decisive and strong approach to ensure all airlines operating in and out of Nigeria must ensure safe, secure and comfortable operations. Passengers parting with their hard earn cash must get value for their money while all the rules of engagement on the tickets must be continuously upheld,” according to the management.
Sade Williams
