The Nigeria Civil Aviation Authority (NCAA) has directed airlines operating in Nigeria to provide passengers with updates every 30 minutes during flight disruptions. This move aims to enhance passenger experience and ensure airlines fulfill their duty of care obligations. According to Michael Achimugu, Director of Consumer Protection and Public Affairs at NCAA, flight disruptions are inevitable, but airlines must keep passengers informed.
Achimugu emphasized that airlines are not always responsible for disruptions occurring at airports, but they are often held accountable by passengers. He noted that airlines have a duty to provide timely and honest information to passengers during disruptions. The NCAA official explained that the first responsibility of an airline during a disruption is to provide passengers with timely and honest information.
The NCAA requires airlines to provide refreshments and meals to passengers during prolonged delays. For delays of two hours or more, airlines are expected to provide life refreshments. If a delay exceeds six hours, airlines must provide proper meals. Additionally, airlines may be required to provide hotel accommodation to passengers between 10 pm and 4 am, depending on the circumstances.
In cases of baggage mishandling, Achimugu advised passengers to understand that filing a complaint does not guarantee the immediate return of their luggage. He explained that international airlines have up to 21 days to search for and reconcile passengers with their baggage, while domestic flights have a seven-day period.
If baggage is not found within the stipulated period, the airline may declare it lost and initiate the compensation process. Achimugu also outlined the process for sanctioning airlines over consumer protection violations, which involves filing a complaint with the NCAA and following due process.
The NCAA official recalled that in 2024, airlines were sanctioned for the first time for consumer protection-related infractions. He noted that the sanctions were based on clear violations and that one of the affected airlines' chairmen publicly acknowledged the breach.
Achimugu emphasized that airlines cannot be sanctioned simply for delays or cancellations if they have fulfilled their duties of care and provided timely information to passengers. The NCAA aims to ensure that airlines prioritize passenger welfare and adhere to regulations.
Key points
- The NCAA requires airlines to provide passengers with updates every 30 minutes during flight disruptions.
- Airlines must provide refreshments and meals to passengers during prolonged delays.
- International airlines have up to 21 days to search for and reconcile passengers with their baggage.
