• As airlines get 48 hours ultimatum to migrate to complaints portal
Aviation authorities – Nigeria Civil Aviation Authority (NCAA) and the Federal Airports Authority of Nigeria (FAAN) , have concluded plans to impose a “No Fly List”, on unruly passengers who destroy operational facilities and attack airline personnel at airports across the country on account of delayed or canceled flights.
The authorities said as much they are not in support of airlines violating the rights of passengers, experiencing either delay or cancellation of their flights should be used as a license to carry out wanton destruction of airport facilities or invasion of the airside to disrupt aircraft movement.
Speaking at a stakeholders’ forum yesterday in Lagos, the Acting Director General of NCAA, Captain Chris Najomo and the Managing Director of FAAN, Mrs Olubunmi Kuku frowned at unruly conduct of irate passengers, describing their behaviour as totally unacceptable.
They said the authorities will use the instrument of the law to keep such persons in check by ensuring that any passenger that puts up such unacceptable conduct is arrested , prosecuted and made to pay for the property destroyed.
They also frowned at the unruly behaviour of passengers who molest, attack and beat up airline personnel , saying efforts are underway to escalate appropriate punishment through magistrate and mobile courts to be set up at the airports to deal with the situation.
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Najomo said, with the existing collaboration among the agencies, a revised operating procedure on airside access is being worked out to avoid passengers creating a stampede while trying to board aircraft at the tarmac.
Najomo said increasing reports bordering on delayed and cancelled flights and the attendant infractions by irate passengers is giving Nigeria a bad reputation as well as eroding the confidence in air travel.
To mitigate the situation, Najomo called on airlines to avail themselves of weather information provided by the Nigerian Meteorological Agency (NIMET) , for their schedule planning .
He said NCAA and FAAN and other agencies have agreed to extend operational period at ‘Sunset Airports ‘ to between 6.00am and 10.00pm to enable airlines take advantage of the facilities.
He frowned at the reluctance of airlines to pay ticket refunds to passengers within the statutorily approved time, affirming that failure to do so will amount to severe sanctions on the airlines.
He therefore mandated airlines yet to migrate to the NCAA ‘s Consumer Protection Complaints Portal to do so within the next 48 hours to avoid the big stick of the regulatory.
Najomo said complaints over delayed or cancelled flights have peaked in the last few days as the NCAA was inundated with telephone calls from the Presidency and National Assembly.
While urging airlines to scale up their act by either trimming their flights to meet up with the routes their aircraft could cater to, Najomo said the NCAA will not fold its arms to see the rights of passengers violated.
He disclosed that out of 10,804 flights operated in September and October 2024, 5,225 flights were delayed, and 190 were cancelled. He gave a further breakdown of the data to show that in September 2024, 5,291 domestic flights were operated with 2,434 delays and 79 cancellations.
In October 2024, 5513 flights were operated with 2,791 delays and 111 cancellations recorded.
Najomo said delays and cancellations are sometimes inevitable, but poor management of these disruptions has far-reaching effects.
Najomo said it is the responsibility of airlines to ensure that every disruption, whether due to operational, technical, or weather-related challenges, is handled with the utmost professionalism and regard for passengers’ rights, especially during this harmattan season with poor weather conditions that will affect flight operations.
He said the NCAA Regulations on Passenger Rights during disruptions, as outlined in the Nigeria Civil Aviation (Consumer Protection) Regulations, 2023 are not optional but mandatory obligations.
The DG noted that the regulations ensure that passengers are promptly informed of schedule changes, delays or cancellations, accommodation, refreshments, and alternative travel arrangements are offered when disruptions exceed the acceptable limits.
“Adequate compensation is provided where applicable. Non-compliance with these regulations will not be tolerated, and going forward, the NCAA will not hesitate to impose the necessary penalties where violations are observed. I have instructed my team to monitor and enforce compliance and apply sanctions.
“My team has engaged the industry in the last year by organising awareness, sensitization and training sessions for the airlines and the association of travel agents to re-educate them on the provisions of the Nigeria Civil Aviation regulations and airline obligations to passengers in the event of disruptions.
“This is also extended to passengers to also educate them on their responsibilities as the NCAA will also be joining airlines to enforce whatever penalties will be applicable for unruly behaviour because with Rights comes responsibilities,” Najomo said.
On her part, the FAAN MD, said adequate flow of information will put the authorities in the best position to assist the airlines.
Mrs Kuku said FAAN has improved operational facilities at airports to facilitate more flights at extended periods into primary and secondary airports.
She assured of adequate facilities , as FAAN has acquired more screening machines and other passenger processing facilities to facilitate seamless flights.
She called on airlines to engage FAAN to identify priority airports to enable the authority commit more investment in infrastructure such as air field lighting and operational personnel.
She said the airport will not tolerate any unruly conduct by passengers which puts the entire eco – system at risk.
Also speaking , Chairman and Chief Executive Officer of Air Peace, Allen Onyema called on the Federal Government to take drastic measures in dealing with persons who damage airport infrastructure under the guise of delayed /cancelled flights.
Onyema said the situation has become precarious requiring practical solutions and not cosmetic intervention.
