Protecting Passengers’ Rights: NCAA Cracks Down on Airlines

The Nigeria Civil Aviation Authority (NCAA) has issued a stern warning to airlines operating in the country, urging them to uphold customers’ rights amidst the rising trend of flight cancellations and delays. Chris Najomo, NCAA Director General, emphasized that airlines must prioritize reliability, efficiency, and accountability to maintain passenger confidence ¹.

Airlines’ Obligations

The NCAA directed airlines to align their operations with the Nigeria Civil Aviation Regulation (NCAR) and adhere to the Nigeria Civil Aviation (Consumer Protection) Regulations, 2023. Airlines are obligated to:

– _Promptly inform passengers_ of schedule changes, delays, or cancellations
– _Provide necessary compensation_, refreshments, accommodation, and alternative travel arrangements where applicable

Consequences of Non-Compliance

Najomo warned that non-compliance with these regulations would attract sanctions. The NCAA will intensify its monitoring and enforcement efforts to ensure compliance. Airlines are also reminded that delays and cancellations are sometimes inevitable, but poor management of these disruptions is not acceptable

Unruly Passenger Behavior

Beyond addressing airline inefficiencies, the NCAA condemned the increasing incidents of unruly passenger behavior, including damage to airport facilities and confrontations with airline and airport staff. The NCAA will prosecute individuals who violate airport regulations and enforce penalties for unruly behavior ¹.

Weather-Related Disruptions

The NCAA also urged airlines not to sell tickets to destinations where adverse weather conditions, as predicted by the Nigeria Meteorological Agency (NIMET), are likely to cause disruptions. This directive comes as the harmattan season, typically marked by poor weather conditions, affects flight operations