By Aliyu Galadima
Nigeria Civil Aviation Authority ,NCAA, has urged airlines operating in the country to be more transparent in communicating flight delays, especially when operational issues cause disruptions.
The call was made in a statement issued on Tuesday by the Director of Public Affairs and Consumer Protection, Michael Achimugu, via his X handle.
Achimugu cautioned airlines against giving passengers inaccurate or conflicting updates during extended delays, emphasising that travellers have a right to know the real causes of disruptions in order to make informed choices.
“Airlines should ensure that passengers are told the true reasons for lengthy delays, especially when it is a fuelling issue”, he said.
He cautioned against keeping passengers waiting for hours on false assurances, only to later cancel flights or operate at unsafe hours.
“Do not keep people waiting from morning till late at night with false hopes, only to either cancel or fly at a time when safety at the destination city may be compromised”, he added.
According to him, such situations are often avoidable and affect a wide range of passengers, including government officials, visa applicants, students, and business travellers.
Achimugu disclosed that the Director-General of Civil Aviation, Chris Najomo, has expressed concern over the trend and has directed enhanced monitoring of airline operations by consumer protection officers.
He noted that while delays may not always be the fault of airlines, operators have a responsibility to reduce inconvenience by providing accurate information, enabling passengers to make alternative travel arrangements when necessary.
“The challenges may not be the fault of the airlines sometimes, but it is the responsibility of the operator to mitigate the inconvenience of paying passengers by letting them make the choice to book another flight to prevent missing out on extremely important events. This is a no-brainer”, he stated.
The NCAA also warned airlines against issuing misleading operational updates.
“Do not say, ‘Bird strike’ if the problem is fuel. Do not say, ‘We will take off in 30 minutes,’ if you are not sure of fuelling. Do not announce a 20-minute delay if the operating aircraft is not on ground and has no ETA yet”, he said.
Achimugu further emphasised that passengers stranded late into the night should be provided with hotel accommodation where necessary, in line with consumer protection regulations.
