As the yuletide season approaches with attendant surge in air passengers traffic and inclement weather associated with this particular season of the year, the Nigeria Civil Aviation Authority (NCAA) has spelt out the rights and obligations of both passengers and airlines.
This was made known during an awareness campaign launched with a roadshow organised by the CAA in Abuja on Friday
NCAA used the programme to sensitize air travellers about airlines’ responsibilities to the passengers and also the passengers obligations.
Speaking during a briefing at the Nnamdi Azikiwe Airport, Abuja, Director General of NCAA, Capt Chris Najomo emphasised the importance of passengers about their entitlements and responsibilities.
He stated, “This awareness campaign is to let passengers know their rights and obligations, and to ensure airlines uphold their duties. It’s not about always siding with either passengers or airlines but ensuring fair treatment for both.”
Highlighting common issues such as flight delays, Najomo who explained what the regulations say, explained what should be done by airlines when there are delays. According to the DGCA, when a delay lasts for more than two hours, the airline involved must provide snacks and refreshments. If the delay lasts for more than three hours, he stated that passengers are entitled to refunds, either in cash or processed online within two weeks. He continued, when an airline delays a flight for over four hours, the airlines must provide hotel accommodations for overnight delays.”
The DGCA also urged airlines to always communicate potential delays promptly to passengers through SMS or other channels, this he argued that it would allow the passengers to adjust their plans.
Najomo who understands that “No airline wants to delay a flight intentionally, said there are often external factors, which he insisted that timely communication can reduce frustration.
The NCAA campaign, which has already commenced at major airports such as Port Harcourt, is intended to be carried out nationwide to increase public awareness.
Najomo assured that travellers will enjoy improved experiences this festive season, because airlines have boosted their fleets with the acquisition of new aircraft.
In his statement during the awareness campaign, Director of Consumer Protection, Mr. Michael Achimugu, reiterated the NCAA’s commitment to fairness, stressing that the agency supports passengers when they are wronged but also backs airlines when justified.
He explained that the initiative is not solely about holding airlines accountable but to ensure mutual understanding of rights and obligations.
“When passengers arrive late for check-in, they cannot blame the airline. But if they are denied boarding despite following the rules, the NCAA steps in,” said Achimugu.
He therefore encouraged passengers to familiarise themselves with aviation regulations to avoid conflicts even as he assured them of the NCAA’s readiness to mediate in disputes.
