NCAA Adopts Plan to Address Travel Hurdles

The Nigeria Civil Aviation Authority (NCAA) has endorsed a new passenger-focused solution by a consortium to address travel challenges, particularly re-protection issues caused by operational, weather-related, and other disruptions

The new solution: “Propel Reprotection System”, is a unique tech – powered platform designed to help Nigerian carriers reprotect passengers when flights disruptions occur.

According to the promoters, Propel Reprotection, happens easily and airlines can effect passengers’ transfer to available flights of other partner airlines during crucial period ensuring no revenue loss as well as elevated passenger satisfaction.

NCAA Director General, Captain Chris Ona Najomo said the new solution, which will boost efficiency in air travel is a product of powerful collaboration between three industry leaders to ensure seamless coordination, funding and operational reliability.

The three industry leaders: Aviation Assist Hub, an aviation operations and support logistics firm, Aviation Technology Solutions (Avitech) – the tech engine powering the Propel platform and Leadway Assurance, financial protection and funding partner designed the platform as the bright future of aviation in Nigeria.

The NCAA DG, who was represented by the Director, Public Affairs and Consumer Protection, Mr. Micheal Achimugu said “Ladies and gentlemen, we are on the threshold of history of what we are able to achieve for which we are gathered here for. It is not a day for flowery words. The Minister wants flight disruptions reduced to the barest minimum. In this industry, the passenger is the reason every other stakeholder exists. They are entitled, therefore, to better services and in accordance with global best standards.”

According to the NCAA the new solution, which gotten the buy- in of many domestic carriers, who are in discussions with the promoters for the method of integration will reduce minimal instances of flight delays, ensure seamless flight experience and improve confidence among Nigerian airlines.

Achimugu, while declaring the conversation open reiterated that “The DGCA, Capt. Chris Najomo is himself, a staunch protector of consumer rights, and this is why we are proud to introduce to you, the PROPEL solution as initiated by Aero Assist Hub. I will allow the company to explain this system and how it helps with interlining. If they secure your buy-in, and I hope they do, we may just make history by fixing the most critical aspect of civil aviation in Nigeria.”

With August fixed as date for the pilot roll out, the promoters said the new solution will be a game changer in the aviation industry.

Speaking, the Managing Director of Aero Assist Hub, Mr. Olumide Ojutalayo said the consortium has worked hard d to drive the solution.

He said:” We are a consortium with three organisations. We have Avitech Technology Solutions, experts and industry leaders in aviation sector. We have Leadway Assurance. We basically crafted this solution, working with these two organisations. The idea is to put a final solution to this whole chaotic problem of flight disruption in Nigeria. We are not just coming with an idea; we are also coming with finance.

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“We understand what the problem has been; many airlines are working with very thin margin, and when there is a disruption, it becomes a problem for them. So, we are trying to also ease their cash flow, support that immediately for them to build with this brilliant well-thought-out solution. We are hoping to roll out the pilot scheme within the next couple of weeks, so that we can go to the field and solve the problem of the Nigerian passenger.”

He went on: “Interestingly, we’ve been talking to them individually but the important thing for us today was having everybody in the room – NCAA, airlines and even some passengers – so that we can have everybody in the same place sharing experiences and industry knowledge on how this works and how it can be tweaked.

“For example, if you take one airline in a session, and it gets to a point where the NCAA says this cannot happen, at that point, the meeting has ended. But the NCAA was here and the lady that represented the agency said at some positions, the airlines are open to tweak as it suits them within a certain… so the idea was having everybody in the same room and I think we had a very good session today.

“Flying season has started and we are expecting disruptions when the rains and bird strike start. So, we are on standby. The pilot phase will begin in August and run for eight months, then continue to the next phase.”

Also speaking, Head, Legal Unit of Aero Assist Hub, Funke Junaid said: “It is something that comes as a solution to what has been happening in the industry, regarding delays and cancellations. From a legal perspective concerning the customers rights, for example, because it’s all about the customer basically, what we are doing here, the customers will be deriving their rights from the airlines; because it is actually the airlines and PROPEL, the consortium, that will be entering into a contractual partnership. “So, all the normal protected customer rights are still in existence, and that stands between the customer and the airlines. It is a win win for the industry. The customer remains protected based on the NCAA’s regulations. All their rights and benefits form the airlines remain protected. What we are doing with the airlines is to enhance that, and that’s why we have these contractual obligations and partnership with the airlines to protect the customer.

“From the responses we have gotten today, the airlines have keen interest in the idea. We initially scheduled an hour for the question and answer and feedback session. But we have had over two hours now. It shows their keen interest in this and they are really opening up and coming to us with their concerns, questions and suggestions as experts in the field.

“And we are taking this feedback to our drawing board and working with them to achieve the very best with this initiative.”

Also speaking, representative of Leadway Assurance, Diana Mulili said the government introduction of the Propel platform will revolutionise air travel in Nigeria.

She said: “This is how we are looking at it. When we approached this problem, we realized that it was a growing problem across the industry, and we needed to create a product that would work to solve the local problem. So, none of our other existing products, travel products, are going to solve for this.

“What you’re actually interacting with is a product that has been co created with the industry, we have talked to all the different stakeholders, including passengers, who have told us how frustrated they get when they’re at the airport for over four hours, sometimes even up to 10 hours and more. And yet there is no solution that seems to be coming. So, what we did is we became part of this consortium so that it’s an insurance led solution.

“A minimal insurance premium guarantees a passenger that should any disruption happen, they will get an alternative on another airline, and it’s very seamless. You don’t have to care about the back end. We take care of the entire back end, and all the passenger sees is, there’s a disruption. Is that our three or four, they will move on to another airline and they get to their final destination.

“ We started the entire journey by trying to see, can we provide an instant refund to the passenger and offer some kind of compensation so that they can have a meal at the airport because of the delay? But we found that passengers don’t even want their money.

“They just want to get to their destination, and that is actually what PROPEL is providing helping passengers get to their destination, regardless of their flight delays and cancelations experienced.

“In fact, the platform that has been built with our partner AV tech is very robust. I’ll say robust, because as we interacted with the different stakeholders, we realized some are ready for full integration, and others are not yet ready. They’d still want to, you know, have a less integrated process, so we are actually able to adapt to whichever airlines ecosystem, technology ecosystem, and fits within that ecosystem, because all we care about is when a disruption happens, the ease of the airline, accessing the platform, using it to help them protect their passengers seamlessly.

“We have been testing, we’ve received feedback from the airlines and other stakeholders as well, and we’ve been refining the solution over and over to get to where we are today, where we are ready to actually pilot it with the industry.”