Airline Delays and Cancellations: NCAA’s Call for Accountability, Passenger-Centric Reforms

Reflections from the Meeting: Fostering a Reliable Aviation Industry

The meeting on airline delays and cancellations, held yesterday, brought together distinguished leaders and stakeholders from Nigeria’s aviation industry. The Acting Director-General of the Nigerian Civil Aviation Authority (NCAA), Captain Chris Najomo, delivered a compelling presentation addressing the persistent issue of flight disruptions. With the presence of Managing Directors from the Federal Airports Authority of Nigeria (FAAN), Nigerian Airspace Management Agency (NAMA), and Nigerian Meteorological Agency (NiMet), as well as executives from Airline Operators of Nigeria (AON), aviation handling companies like SAHCO and NAHCO, and esteemed stakeholders, the event underscored the urgency of reforming operational inefficiencies.

Captain Najomo emphasized that air travel is not merely a mode of transport but a promise of reliability, efficiency, and accountability. The rising incidence of delays and cancellations, especially as recorded in September and October 2024, paints a troubling picture of 2,434 and 2,791 delays, respectively. Cancellations numbered 79 in September and climbed to 111 in October. Such statistics, he stressed, have far-reaching implications for passengers, businesses, and the credibility of the aviation sector.

NCAA’s Stance: Prioritizing Passenger Rights

In his address, Captain Najomo reaffirmed NCAA’s unwavering commitment to upholding the Nigeria Civil Aviation (Consumer Protection) Regulations, 2023. He highlighted the following mandatory obligations for airlines during disruptions:

Timely Communication: Passengers must be informed promptly of schedule changes, delays, or cancellations.

Proactive Care: Refreshments, accommodations, and alternative travel arrangements must be provided for prolonged disruptions.

Fair Compensation: Where applicable, adequate refunds, reimbursements, or compensation must be offered.

The NCAA warned that non-compliance would attract severe penalties, as the authority has enhanced its monitoring and enforcement mechanisms.

Shared Responsibilities: Airlines, Passengers, and the NCAA

While the NCAA acknowledges the operational challenges faced by airlines, including infrastructural limitations and weather disruptions, Captain Najomo reiterated that these challenges cannot excuse subpar service delivery. Airlines were urged to:

1. Invest in Operational Systems: Develop robust systems to minimize avoidable delays.

2. Ensure Transparency: Maintain open communication with passengers during disruptions.

3. Strengthen Contingency Plans: Be prepared for emergencies or unforeseen circumstances.

4. Provide Immediate Care and Compensation: Address disruptions swiftly and fairly.

Passengers, too, were reminded of their responsibilities. As rights come with responsibilities, unruly behavior by passengers would face corresponding penalties.

Industry-Wide Collaboration for Sustainable Solutions

Captain Najomo called on all stakeholders to work collectively in identifying the root causes of disruptions and implementing long-term solutions. This collaboration, he noted, must be driven by a shared commitment to improving service delivery and upholding industry standards.

To support these efforts, the NCAA has conducted sensitization and training sessions for airlines and travel agents, reiterating their obligations to passengers. These initiatives aim to restore trust and goodwill among the flying public.

Closing Commitment: A Passenger-First Approach

In his conclusion, Captain Najomo emphasized that a thriving aviation sector prioritizes passengers. As the year draws to a close, the NCAA pledged to intensify its monitoring and enforcement activities to ensure a safe, reliable, and efficient air transport system.

“Together,” he said, “we can restore confidence and pride in Nigeria’s air transport system.”