Strengthening consumer protection in Aviation sector
The recent enforcement action taken by the Nigeria Civil Aviation Authority (NCAA) against five airlines for breaching critical regulations highlights a pressing issue that has long plagued the nation’s aviation sector: the lack of accountability and the failure to protect the rights of passengers. The violations in question—ranging from failure to refund passengers within the stipulated timeframe, mishandling of luggage, short-landed baggage, to improper handling of flight delays and cancellations—point to a broader problem that affects countless passengers every year. While the airlines continue to make strides in improving their services, incidents like these serve as a stark reminder that much work remains to be done to build a passenger-friendly environment.
The NCAA’s decision to take action against airlines under Part 19 of its 2023 regulations is both timely and necessary. Part 19 clearly outlines the expectations for airlines when it comes to refunding passengers, addressing baggage issues, and handling flight disruptions. However, these regulations are only as good as their enforcement. The fact that five airlines—two international and three domestic—have been flagged for failing to adhere to these standards signals that the practice of neglecting consumer rights is still widespread. The violations indicate that some airlines may be prioritizing profit over passenger welfare, leading to severe inconveniences for travelers.
The NCAA’s move to crack down on these infractions sends a strong message that these practices will not be tolerated. However, the enforcement must be consistent and far-reaching to have a meaningful impact on the industry. The penalties for non-compliance should serve as a deterrent, not only to the airlines involved in the current actions but also to others who may think they can sidestep regulatory guidelines without consequence. The ultimate goal should be to foster a culture of responsibility, transparency, and trust between airlines and passengers.
One of the most significant issues at the heart of the enforcement action is the failure of airlines to refund passengers in a timely manner. According to the NCAA regulations, airlines must make immediate refunds for cash purchases and complete electronic refunds within 14 days. This is a critical aspect of consumer protection, as delays in processing refunds leave passengers in limbo, often forcing them to seek resolution through long, drawn-out processes. The NCAA’s emphasis on this issue, especially in light of its December 10 announcement, is an important move to hold airlines accountable for their failures in this area. With airlines notoriously known for sluggish refund processing, this development could mark the beginning of a more customer-centric approach to handling refunds.
Beyond ticket refunds, mishandled luggage and flight delays remain persistent challenges in the aviation industry. These disruptions, while often outside the airlines’ control, are nonetheless the responsibility of the carriers. As Achimugu rightly noted, although weather-related incidents such as harmattan-induced poor visibility may require flight cancellations, airlines must handle the situation with transparency and clear communication with passengers. In such cases, passengers should not be left stranded at airports with little to no information about their flights. Proper compensation, timely rebooking, and adequate customer service must be provided to ensure that passengers are not unduly inconvenienced.
The festive season exacerbates these issues. The increased demand for flights during this period often leads to overcrowding, flight cancellations, and operational inefficiencies. The recent surge in complaints about flight delays and cancellations highlights how airlines continue to struggle during peak travel times. While harmattan-related weather disruptions are understandable, they should not be used as an excuse for poor service or a lack of proactive customer care. The NCAA’s decision to take action in response to these violations is an acknowledgment of the growing frustration of passengers and the urgent need to restore confidence in the airline industry.
The proposed meeting between the NCAA and the Chief Executive Officers (CEOs) of the airlines provides a critical opportunity to address these issues at the highest level. The NCAA’s call for a gathering to discuss flight disruptions and regulatory breaches signals a move toward greater accountability. However, this meeting should be more than just a platform for airlines to make excuses. It should be a forum where concrete measures are proposed to address long-standing problems in the industry. CEOs must be held to account for the failures of their respective airlines and must come away from the meeting with clear directives to improve service standards, adhere to refund timelines, and ensure proper handling of flight disruptions.
In addition to the meeting, the NCAA should consider strengthening its monitoring and enforcement mechanisms. The penalties for non-compliance should be both stringent and proportionate, with repeat offenders facing harsher consequences. The NCAA must also be proactive in educating passengers about their rights and ensuring that complaints are handled efficiently. This could involve increasing the visibility of the NCAA’s consumer protection initiatives and making it easier for passengers to report violations.
The long-term health of Nigeria’s aviation industry depends on its ability to build trust with consumers. Air travel is essential for both domestic and international connectivity, and passengers deserve to feel confident that they will receive the service they paid for. This means timely refunds, clear communication about cancellations and delays, and efficient handling of baggage issues. By strengthening its regulatory oversight and holding airlines accountable for their actions, the NCAA can play a pivotal role in ensuring that the aviation sector in Nigeria becomes more transparent, responsive, and passenger-friendly.
While the enforcement actions taken thus far are commendable, the industry must recognise that there is still much to be done. Airlines must embrace a culture of consumer protection, and the NCAA must continue to be vigilant in its oversight. In doing so, Nigeria’s aviation sector can reach new heights, where passengers are treated with the respect they deserve and where their rights are protected at every stage of their journey.
