The Minister of Aviation and Aerospace Development, Festus Keyamo, has directed the Nigeria Civil Aviation Authority (NCAA) to take immediate and decisive action against domestic airlines failing to uphold passenger rights, particularly regarding flight disruptions and unresolved refunds.
This directive comes as the NCAA announced it has summoned all domestic airlines to a meeting in Abuja to address growing concerns over passenger treatment.
Michael Achimugu, the NCAA Director of Public Relations and Consumer Protection, stated that among the key issues to be addressed are “Unruly passenger behaviour and passenger handling protocols; Unresolved refund/compensation issues; Introduction of RFID bag tags and flight monitoring technology; Enforcement of phone switch-off instruction and protection for cabin crew, as well as Improved travel experience for passengers.”
The regulatory authority has been mandated by the Federal Government “to begin naming and shaming” airlines that delay and cancel flights, especially at odd hours, without providing the right comfort for the stranded passengers as stipulated in Part 19 of the Nigerian Civil Aviation Regulations.
Achimugu provided a clear example of airline obligations, explaining that “The regulations stipulate that passengers stranded between the hours of 2200 and 0400 be given accommodation.”
He strongly criticised the current situation where “airline staff intentionally disappear, leaving NCAA Consumer Protection Officers to handle justifiably irate and frustrated passengers,” declaring that this “will no longer be tolerated.”
While acknowledging operator challenges, Achimugu posed a pointed question to the airlines: “Don’t you want to be called ‘world class’? Don’t you want to compete at the highest level? If not for the sake of the passengers who trust you to safely fly them, what about for your own pride?”
The meeting is slated for Wednesday at the NCAA headquarters, signalling the government’s serious intent to enforce compliance and improve the overall travel experience for Nigerian passengers.
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