The Director-General of the Nigeria Civil Aviation Authority (NCAA), Chris Najomo, has scheduled a critical meeting with the Chief Executive Officers of all domestic airlines in Nigeria.
The meeting, set for Friday, is aimed at addressing the persistent flight delays and cancellations experienced by passengers during the festive season.
This development was disclosed by the NCAA’s Director of Public Affairs and Consumer Protection, Michael Achimugu, through his X (formerly Twitter) handle on Thursday. Achimugu also recounted his personal experience of witnessing passengers’ frustrations while attempting to board a flight.
“I walked into the scene this evening while trying to catch a flight myself. Passengers were really angry and threatened to become violent,” Achimugu wrote.
In an effort to de-escalate tensions, Achimugu said he personally intervened, spending 20 minutes addressing the concerns of passengers. He explained that he would confirm with the Nigerian Meteorological Agency (NiMET) if the delays were due to adverse weather conditions, which would classify the situation as a force majeure, absolving the airline of liability.
Despite this, Achimugu ensured measures were taken to assist the affected passengers. “I insisted that the airline provide transportation back to the Central area for all passengers. I paid for nearby accommodation for a few elderly passengers who looked too weak after the lengthy wait,” he stated.
Additionally, the airline was compelled to offer 50% compensation to passengers and refund those who opted for it. “I told the passengers they could redeem that 50% in cash rather than as a rebate if they preferred,” he said. Achimugu also facilitated access to the NCAA’s QR code for complaints, urging passengers to report unresolved issues.
Achimugu revealed that the NCAA recently announced plans to enforce action against five airlines, emphasizing that this marks the first time in over a decade that the agency’s Consumer Protection Department has taken such decisive steps.
This move comes as domestic airlines face mounting criticism from passengers for frequent delays and cancellations, particularly during high-demand periods like the festive season. The outcome of Friday’s meeting is expected to determine the next steps in ensuring improved service delivery in Nigeria’s aviation sector.
