Divine Sam
The Director-General of the Nigeria Civil Aviation Authority (NCAA), Chris Najomo, has called for a meeting with the Chief Executive Officers (CEOs) of domestic airlines in response to ongoing flight delays and cancellations during the festive season. This meeting comes amid growing frustration among passengers who have been severely affected by the disruptions.
Michael Achimugu, the Director of Public Affairs and Consumer Protection at the NCAA, revealed the development on his X (formerly Twitter) handle on Thursday. According to Achimugu, Najomo is cutting short a significant assignment to personally engage with the airline CEOs in a crucial meeting scheduled for Friday.
Passenger Concerns and NCAA Response
Achimugu recounted his personal experience during a recent attempt to catch a flight, where he witnessed firsthand the anger and frustration of stranded passengers. Some passengers reportedly threatened to become violent due to the long delays. In an attempt to calm the situation, Achimugu intervened, engaging with passengers for around 20 minutes, explaining that he would verify whether bad weather conditions were indeed causing the disruptions. He also clarified that the airline could not be held liable in cases of “force majeure” (unforeseeable circumstances).
Despite these explanations, Achimugu took proactive steps to address the situation. He insisted that the airline provide transportation back to the city center for passengers and personally arranged accommodation for elderly passengers who were visibly weak from the extended wait. Furthermore, he secured a 50% compensation for the affected passengers and arranged for refunds for those who requested them. Passengers were given the option to redeem the compensation in cash rather than as a rebate.
To further support the passengers, Achimugu shared the NCAA’s QR code for complaints, urging passengers to contact him if the airline did not resolve their issues by the following morning. He also committed to following up on any unresolved complaints.
NCAA’s Recent Actions and Initiatives
This issue comes just days after the NCAA announced that it would take action against five airlines, marking the first time in more than a decade that the Consumer Protection Department of the NCAA has enforced such measures. Achimugu added that he had written to the Nigerian Meteorological Agency (NiMET) to request daily weather reports, allowing the NCAA to quickly verify if weather conditions were being used as an excuse by airlines for delays.
Additionally, Achimugu shared a personal gesture of goodwill, revealing that he had donated part of his salary to assist passengers who were owed refunds by an airline facing financial difficulties.
Looking Ahead
The ongoing flight disruptions, particularly during the high-demand festive period, have highlighted long-standing issues within Nigeria’s domestic aviation sector. The NCAA’s intervention, including the upcoming meeting with airline CEOs, signals a commitment to improving passenger experience and holding airlines accountable for operational failures. However, with the festive season still ongoing, it remains to be seen whether these measures will result in immediate improvements or if further action will be required to restore passenger confidence in the airline industry.
Leave a Reply