NCAA Launches Nationwide Awareness Campaign on Passenger, Airline Rights
The Nigerian Civil Aviation Authority (NCAA) has taken a proactive step to address issues of passenger and airline rights through an awareness campaign aimed at fostering mutual understanding and accountability.
The campaign was launched with a roadshow at the Federal Capital Territory, Abuja, on Friday, targeting air travellers and airline operators alike.
Speaking during a briefing at the Nnamdi Azikiwe International Airport, the Director-General of the NCAA, Capt. Najomo, emphasised the importance of the initiative in educating passengers about their entitlements and obligations, as well as reminding airlines of their responsibilities.
“This awareness campaign is to let passengers know their rights and obligations and to ensure airlines uphold their duties,” Najomo stated. “It’s not about always siding with passengers or airlines but ensuring fair treatment for both.”
Key Passenger Rights Outlined
Highlighting common issues such as flight delays, Capt. Najomo provided a breakdown of airline obligations under various scenarios:
After two hours of delay: Airlines are required to provide snacks and refreshments.
After three hours of delay: Passengers are entitled to refunds, either in cash or processed online within two weeks.
After four hours of delay: Airlines must arrange hotel accommodations for passengers facing overnight delays.
Najomo also called on airlines to improve communication by promptly notifying passengers of potential delays via SMS or other channels.
“No airline wants to delay a flight intentionally. There are often external factors, but timely communication can reduce frustration,” he remarked.
The awareness campaign, which has already commenced at major airports such as Port Harcourt, will extend to other parts of the country in a bid to increase public knowledge and improve the air travel experience.
With the festive season approaching, Najomo assured travellers of smoother operations, noting the addition of several new aircraft to the fleets of prominent airlines, including Air Peace, United Nigeria, Ibom Air, and ValueJet.
Mr. Michael Achimugu, the NCAA’s Director of Consumer Protection, reaffirmed the agency’s commitment to fairness and accountability.
He explained that while the NCAA supports passengers when wronged, it also defends airlines when justified.
“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,” Achimugu clarified.
He urged passengers to familiarise themselves with aviation regulations to minimise disputes and assured them of the NCAA’s readiness to mediate conflicts where necessary.
This initiative is part of the NCAA’s broader effort to promote a more transparent and harmonious relationship between passengers and airlines, ensuring a seamless travel experience for all.
