The Nigerian Civil Aviation Authority (NCAA) has taken decisive action against five airlines, comprising two international and three domestic carriers, for violating Part 19 of its regulations. These violations encompass a range of passenger rights infringements, including delayed or denied refunds, unresponsiveness to NCAA directives, mishandling of luggage (including loss, damage, and delayed delivery), and persistent flight disruptions such as delays and cancellations. This enforcement action underscores the NCAA’s commitment to upholding passenger rights and ensuring airlines adhere to established operational standards within the Nigerian aviation sector. This move signals a firm stance against non-compliance and aims to improve the overall passenger experience.
The NCAA’s enforcement action follows a period of heightened passenger complaints, particularly during the holiday season, regarding flight disruptions. While the NCAA acknowledges that airlines are not always accountable for such disruptions, especially during challenging weather conditions like the harmattan season, which often reduces visibility and necessitates flight cancellations, the regulations mandate specific procedures for airlines to follow during such occurrences. Failure to comply with these procedures exposes airlines to sanctions, reflecting the NCAA’s commitment to holding them responsible for upholding passenger rights, even under extenuating circumstances. The NCAA emphasizes that the current enforcement actions target instances where airlines are deemed directly responsible for the disruptions, distinguishing these from situations attributable to unavoidable factors like weather.
The NCAA emphasizes that airlines must adhere to a strict 14-day refund policy for online ticket purchases and provide immediate cash refunds for tickets purchased with cash. Delayed refunds are a significant concern addressed by the NCAA, demonstrating a commitment to protecting consumers from undue financial burdens caused by airline operational inefficiencies. The Authority’s recent reiteration of this policy and the subsequent enforcement action highlights the seriousness with which it views non-compliance with refund regulations. This proactive approach aims to ensure passengers receive timely reimbursements for disrupted travel plans.
The enforcement measures undertaken by the NCAA encompass a range of penalties designed to address the specific violations committed by each airline. These penalties may include financial fines, operational restrictions, and other disciplinary actions aimed at deterring future non-compliance and promoting adherence to regulatory standards. The NCAA’s approach emphasizes holding airlines accountable for their actions and ensuring they prioritize passenger rights and welfare. The public nature of these enforcement actions serves as a warning to other airlines operating within Nigeria, encouraging them to proactively address potential issues and prioritize compliance with established regulations.
The five airlines subject to the NCAA’s enforcement action are Ethiopian Airlines, Royal Air Maroc, Arik Air, Aero Contractors, and Air Peace. The inclusion of both international and domestic carriers in this enforcement action underscores the NCAA’s impartial application of regulations and its commitment to ensuring all airlines operating within Nigeria, regardless of their origin, adhere to the same standards of service and passenger protection. The public identification of these airlines further reinforces the NCAA’s commitment to transparency and accountability within the aviation sector.
Further emphasizing the NCAA’s commitment to resolving the ongoing challenges related to flight disruptions, the Director-General has summoned the CEOs of all airlines operating within Nigeria for a meeting. This meeting will address the root causes of the disruptions and strategies to mitigate their impact on passengers. The NCAA intends to collaborate with the airlines to develop effective solutions, emphasizing proactive measures to prevent future disruptions and improve overall service delivery. This collaborative approach aims to create a more stable and reliable aviation environment for passengers in Nigeria. This proactive engagement reflects the NCAA’s dedication to working alongside airlines to improve the overall passenger experience and ensure the long-term health and stability of the Nigerian aviation industry.
