NCAA reiterates commitment to consumers’ rights

The Nigerian Civil Aviation Authority, NCAA, has said no airline has launched a nationwide awareness campaign to sensitize travelers and airlines on their rights and obligations.

The campaign is aimed at bridging the gap between passengers and airlines while ensuring adherence to aviation regulations.

The Director General of NCAA, Chris Najomo, in a press briefing at the Nnamdi Azikiwe Airport, Abuja stressed the significance of informing passengers about their entitlements and responsibilities.

“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,” he said.

While highlighting common issues such as flight delays, Najomo noted that after 2 hours of delay, airlines must provide snacks and refreshments, adding that passengers are entitled to refunds, either in cash or processed online within two weeks.

According to him, after 4 hours, airlines must provide hotel accommodations for overnight delays, urging airlines to communicate potential delays promptly to passengers through SMS or other channels and allow them to adjust their plans.

“No airline wants to delay a flight intentionally. There are often external factors, but timely communication can reduce frustration,” Najomo remarked.

Najomo said that the NCAA campaign, which has already commenced at major airports such as Port Harcourt, will expand nationwide to increase public awareness, assuring travelers of improved experiences this festive season, citing the addition of several new aircraft to the fleets of airlines.