NCAA Summons Airlines Over Flight Disruptions, Refunds and Passenger Welfare

The Nigeria Civil Aviation Authority (NCAA) has summoned all domestic airlines to a crucial meeting in Abuja to address persistent flight disruptions, refund delays, and other consumer-related concerns.

The Director of Public Relations and Consumer Protection, Michael Achimugu, announced the development in a statement shared via his X handle on Tuesday. According to him, the meeting is scheduled for Wednesday at the NCAA headquarters in Abuja.

Among the key issues on the agenda are;

• Unruly passenger behaviour and passenger handling protocols
• Unresolved refund and compensation complaints
• Introduction of RFID bag tags and flight monitoring technology
• Enforcement of phone switch-off instructions and crew protection
• Measures to improve the overall travel experience for passengers

This intervention comes barely 24 hours after Achimugu disclosed that the regulatory authority had received a Federal Government mandate to “name and shame” airlines that engage in constant delays and cancellations without providing adequate care for stranded passengers, as required under Part 19 of the Nigerian Civil Aviation Regulations.

He explained that flight cancellations at odd hours, especially between 10:00 p.m. and 4:00 a.m., require airlines to provide hotel accommodation for affected passengers. However, he accused some airline staff of abandoning their duty, leaving NCAA consumer protection officers to face angry and stranded travellers.

“While one understands the challenges operators face in our peculiar environment, anyone who ventures into this business must do it well,” Achimugu stated. “If not for the sake of the passengers who trust you to fly them safely, then for your own pride. Don’t you want to be called world-class?”

The NCAA reiterated its commitment to enforcing passenger rights, ensuring improved service delivery, and holding airlines accountable.