NCAA Orders United Nigeria Airlines To Improve Operations, Respect Passenger Rights

The Nigeria Civil Aviation Authority (NCAA) has directed United Nigeria Airlines (UNA) to urgently improve its flight operations, comply strictly with passenger rights regulations and refrain from expanding its route network beyond the capacity of its available fleet.

The directive was issued by the Director-General of Civil Aviation (DGCA), Capt. Chris Najomo, during a consultative meeting with the management of United Nigeria Airlines at the NCAA Corporate Headquarters in Abuja on Wednesday.

The meeting followed recent operational disruptions involving the airline which left some passengers stranded, with concerns also raised over communication with affected travellers and the handling of ticket refunds.

Najomo said the NCAA’s regulatory responsibilities were not designed to drive airlines out of business, but to ensure that operators conduct sustainable, efficient and lawful operations while protecting the interests of passengers.

He warned United Nigeria Airlines against taking on operational commitments beyond its available capacity, stressing that route expansion must be matched by adequate fleet and operational resources.

The DGCA also condemned what he described as recent operational lapses that resulted in passengers being stranded without adequate communication, assistance or timely information from the airline.

He said airlines must recognise that passenger protection remains a fundamental component of safe and sustainable air transport, adding that regulatory compliance could not be compromised in the interest of commercial expansion.

Also speaking at the meeting, the Director, Public Affairs and Consumer Protection, NCAA, Michael Achimugu, expressed concern over what he described as the airline’s systematic failure to comply with prescribed operational and consumer protection requirements.

Achimugu specifically referred to the provisions of Part 19 of the Nigeria Civil Aviation Regulations (Nig. CARs), 2013, which provides the regulatory framework for the protection of air passengers.

He criticised the airline’s handling of passenger communications, particularly information relating to flight delays and ticket refunds.

According to him, passengers affected by disruptions are entitled to accurate and timely information, while airlines are expected to comply with the applicable procedures for refunds and other passenger rights obligations.

Achimugu described the recent disruptions involving United Nigeria Airlines as “gross”, warning that the level of non-compliance observed by the regulator would no longer be tolerated.

He further criticised what he described as a lack of honesty in some of the airline’s communications with passengers, particularly when providing updates on delays and the processing of refunds.

The NCAA official stressed that effective communication was critical during flight disruptions because passengers needed clear information to make alternative travel arrangements and understand their entitlements.

He warned that airlines could not treat consumer protection obligations as optional while operating within the Nigerian aviation industry.

The Director, Operations, Licensing and Training Standards, NCAA, Capt. Donald Spiff, also urged United Nigeria Airlines to reduce the number of active routes whenever it experiences an Aircraft-On-Ground (AOG) situation.

Spiff said airlines must align their operational schedules with the aircraft actually available to them, rather than maintaining schedules that their fleet cannot reliably support.

He also cautioned the carrier against opening new destinations without following the established regulatory procedures.

The regulator’s position effectively places a greater emphasis on fleet adequacy and operational capacity as the airline considers its network and future expansion plans.

Responding to the NCAA’s concerns, United Nigeria Airlines apologised for the recent operational challenges and assured the regulator that corrective measures would be taken.

The airline also committed to clearing and resolving all outstanding ticket refund cases within 14 days, in line with the official refund timelines.

The commitment is expected to address one of the major concerns raised by the NCAA regarding the treatment of passengers affected by flight disruptions.

The consultative meeting underscores the regulator’s increasing focus on ensuring that Nigerian airlines balance network expansion and commercial objectives with adequate fleet capacity, operational reliability and strict compliance with passenger protection regulations.

The NCAA’s latest directive also signals that airlines operating in the country will be expected to take greater responsibility for passengers whenever operational challenges, including aircraft shortages and AOG situations, affect scheduled services.