The Nigerian Civil Aviation Authority (NCAA) on Friday carried out a roadshow at the nation’s Federal Capital Territory to sensitise air travellers about airlines’ responsibilities to the passengers and also the passengers obligations.
In a briefing at the Nnamdi Azikiwe Airport, the Acting Director General of NCAA, Capt. Chris Najomo, emphasised the importance of informing 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 passengers or airlines but ensuring fair treatment for both.”
Highlighting common issues such as flight delays, Najomo explained the regulations:
“After two hours of delay airlines must provide snacks and refreshments. After three hours, passengers are entitled to refunds, either in cash or processed online within two weeks.
“After four hours airlines must provide hotel accommodations for overnight delays.”
The Director General also urged airlines to communicate potential delays promptly to passengers through SMS or other channels, allowing them to adjust their plans.
“No airline wants to delay a flight intentionally. There are often external factors, but timely communication can reduce frustration.”
The NCAA campaign, which has already commenced at major airports such as Port Harcourt, will expand nationwide to increase public awareness.
Najomo assured travellers of improved experiences this festive season, citing the addition of several new aircraft to the fleets of airlines like Air Peace, United Nigeria, Ibom Air, and ValueJet.
The Director of Corporate Communication &: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 about ensuring 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 encouraged passengers to familiarise themselves with aviation regulations to avoid conflicts and assured them of the NCAA’s readiness to mediate disputes.