The Nigeria Civil Aviation Authority (NCAA), called on airlines operating within the country to uphold passenger rights amid increasing complaints of flight cancellations and delays.
Speaking at an interactive forum with airline representatives, aviation stakeholders, and agency officials, NCAA Director-General Chris Najomo expressed concern over the growing disruptions.
He emphasized the need to rebuild passenger confidence by addressing operational inefficiencies and managing delays more effectively.
“Air travel is not just about transporting passengers; it is about doing so with reliability, efficiency, and accountability.
Delays and cancellations disrupt plans, cause financial losses, and erode trust in our aviation system,” Najomo stated.
He directed airlines to comply with the Nigeria Civil Aviation Regulation (NCAR) and the Nigeria Civil Aviation (Consumer Protection) Regulations, 2023, which mandate timely communication of schedule changes, delays, or cancellations.
Airlines must also provide compensation, refreshments, accommodation, or alternative travel arrangements as required.
“While delays and cancellations are sometimes unavoidable, poor handling of these disruptions is not.
Airlines must manage such situations professionally and respect passenger rights, especially during the harmattan season when weather conditions often impact operations,” he added.
Najomo also condemned the rising incidents of unruly passenger behavior during flight disruptions, including damage to airport facilities and confrontations with airline staff.
He warned that the NCAA would prosecute individuals involved in such violations to enforce compliance and maintain order.
“With rights come responsibilities.
Passengers must understand their obligations, and the NCAA will support airlines in penalizing unruly behavior,” he stated.
Additionally, Najomo advised airlines to avoid selling tickets to destinations where adverse weather conditions, as forecasted by the Nigeria Meteorological Agency (NIMET), are likely to disrupt operations.
The NCAA pledged to intensify monitoring and enforcement to ensure airlines adhere to these directives, warning that non-compliance would attract strict sanctions.
“The NCAA remains committed to improving the aviation experience for all stakeholders and ensuring a fair balance between operational realities and passenger rights,” Najomo concluded.
