The Nigerian Civil Aviation Authority (NCAA) has reaffirmed its commitment to ensuring that airline passengers across the country understand their rights and obligations when traveling. This effort is part of a larger campaign aimed at improving relationships between travelers and airlines while ensuring compliance with aviation regulations.
At a press briefing held at the Nnamdi Azikiwe International Airport in Abuja, the Director General of the NCAA, Chris Najomo, emphasized the importance of educating passengers and airlines about their responsibilities. He highlighted that the goal of the campaign is not to favor either passengers or airlines but to create a balance that guarantees fair treatment for everyone involved.
“This campaign is designed to inform passengers about their rights and obligations while reminding airlines of their duties. It’s about fairness and making sure that both sides are treated appropriately,” Najomo explained.
One of the key topics Najomo discussed was the issue of flight delays, a frequent source of frustration for travelers. He outlined the standard procedures airlines must follow in such situations to ensure passengers are properly compensated.
“If a flight is delayed for more than two hours, airlines are required to provide snacks and refreshments to passengers. In cases where delays extend to four hours or more, and especially if an overnight stay is necessary, airlines must arrange hotel accommodations,” he said.
Najomo also explained that passengers are entitled to refunds if they decide not to continue their journey due to delays. Refunds can be made in cash or processed online, and the entire process should be completed within two weeks.
To minimize confusion and stress, Najomo urged airlines to prioritize timely communication with passengers. He suggested using SMS and other messaging platforms to notify travelers about potential delays as early as possible. This, he said, would help passengers adjust their schedules and reduce the frustration caused by unexpected changes.
“Delays are rarely intentional on the part of airlines,” Najomo noted. “External factors like weather, technical issues, or air traffic constraints often play a role. However, proper communication can go a long way in managing passengers’ expectations and easing their frustrations.”
The NCAA’s awareness campaign has already begun in key airports, including the Port Harcourt International Airport. According to Najomo, this initiative will gradually expand to other airports across the country. The aim is to ensure that all travelers, regardless of their location, are well-informed about their rights and what they can expect from airlines.
Najomo expressed confidence that this campaign would lead to improved travel experiences, particularly during the festive season when air travel demand is at its peak. He also mentioned that airlines have been expanding their fleets, with several new aircraft set to join operations. This, he said, would help reduce disruptions and improve overall service delivery.
The NCAA’s efforts are not just about holding airlines accountable but also about encouraging passengers to fulfill their obligations. For instance, Najomo reminded travelers to arrive at the airport on time, carry valid identification, and adhere to baggage policies. He noted that fostering mutual respect and understanding between passengers and airlines is crucial for a smooth travel experience.
“Air travel works best when both passengers and airlines respect each other’s roles and responsibilities. This campaign is a step toward building that mutual understanding,” he stated.
Najomo’s briefing ended on a hopeful note, with assurances that the NCAA is dedicated to improving Nigeria’s aviation industry. He highlighted the ongoing collaboration with airlines and other stakeholders to ensure that passengers are treated fairly while maintaining the highest standards of safety and service.
Travelers can expect not only better communication and transparency from airlines but also an overall improvement in the quality of service as the NCAA’s initiatives take effect. This festive season, in particular, is expected to showcase the positive changes that the awareness campaign and fleet expansions bring.
The NCAA’s renewed focus on passenger rights, combined with its efforts to enhance airline accountability, signals a promising future for air travel in Nigeria. The nationwide awareness campaign is a clear step toward bridging the gap between passengers and airlines, ensuring that everyone enjoys a fair and smooth travel experience.
