January 22, (THEWILL) – Out of the total complaints received by the Federal Competition and Consumer Protection Commission, FCCPC, from January to December 2022, flight delays, cancellations, pilfered baggage, lost baggage, airport experience, general condition of the terminals, cooling system and discourteous service among others, were at the top of the list.
With the performance in the year 2022, Nigeria’s aviation industry has been ranked third with 674 complaints, as received by FCCPC last year, according to statistics by the Commission.
Compared to 2021, the Commission received 10,178 complaints and resolved 1990. Topping the 2022 list is financial services with 5,709 complaints, closely followed by electricity and power 3,293, telecommunications, 605 and E-commerce 508.
Others are electrical electronics 415, food and beverages 222, satellite/cable services 122, postal/courier services 71, road transport 69, land/construction 65, real estate/mortgages 63, health services 52, education 29 and others.
The total number of complaints received by the Commission in its headquarters and across zonal offices was 13, 580 from January-December 2022.
Sectoral analysis of complaints resolved shows that, out of the total number of 13,580, 3,327 complaints were resolved.
Speaking on the aviation industry statistics, Director Operations, FCCPC, Dr. Adamu Abdullahi, said most of the complaints received were on delays, cancellations, pilfered baggage, lost baggage, airport experience, general condition of the terminals, cooling system and discourteous service among others.
According to him, the complaints were lodged on their website, requesting details of the complainant, phone number and other details to receive feedback.
“Log in, give us the complaints and there is a prompt that will tell you to give the type of complaints. Of course, all your details are there, the details of the channel solved, your own personal details, phone numbers, we can get back to you. Immediately a response is generated that gives you your number and the number of your complaints, which you can now use to go ahead and always find out how far the Commission has gone in resolving your complaint. Of course, you can call through the phone and give your complaint or through normal mail as hard copy, you can send your complaint to the FCCPC”.
Dr. Abdullahi said they have an understanding of the aviation industry, and whenever they receive complaints that have to do with the sector, they pass it and give a time limit within which a response is expected.
He, however, frowns on the failure of airlines to let their passengers know if there was a problem.
”Most times, if you explain to passengers what is happening, they can understand but the problem is, operators don’t get out and tell the public what is actually going on with their operations.”
”You buy a ticket, you come and sit in the airport for hours unending, you don’t even get any sort of information on the status of your flight and that really angers passengers. If you normally carry them along and tell them, these are the challenges that you are facing, it normally brings down the tempers and that is always what we encourage our service providers to do as in the airlines.”
The FCCPC Operations Director explained that currently, the Commission is working on a Memorandum of Understanding (MoU) with the Nigeria Civil Aviation Authority (NCAA) and all sectors of consumer protection because they have the core competency and the laws to address their sectors.
He explained that having an MoU with them means that, whenever they have complaints via their portal, such complaints will be sent to the sector concerned, like to the NCAA and others.
”We are ready, some sectors have already joined on that platform, so complaints about shipping, now that we already have an MoU with the Nigeria Shippers Council, go to the Council, same for others. We are in the process of signing that MoU.
”We already have an understanding with aviation, whenever we have any complaints pertaining to aviation, we normally pass it to aviation and give them a time limit”