The Nigerian Civil Aviation Authority (NCAA) is taking a strong stand on airlines who violate the rights of passengers. Starting now, the government agency will be “naming and shaming” operators who are not following its rules with cancellations and delays.
NCAA spokesman Michael Achimugu says that these measures are a step to protect travellers. He noted airlines are required to accommodate individuals during the hours of 10 pm and 4 am for individuals stranded due to inaccessible travel. He reiterated that this is a requirement.
Achimugu has also suggested airline staff don’t care when they abandon passengers after prolonged delays. It is not uncommon to find only NCAA Consumer Protection Officers dealing with the frustration of the unfortunate travellers left behind. Achimugu went on to say that this practice is disgraceful and will no longer be tolerated.
He acknowledged that it may be more difficult to operate a local carrier, but the authority does not see those challenges as an excuse to disregard passengers. The NCAA explained that carriers still need to work to exhibit professionalism and provide service levels in accordance with global practices in aviation.
The NCAA enforcement decision was made at the suggestion of Nigeria’s Federal Government, and with the Minister of Aviation and Aerospace Development’s support, the government would be relied on to enforce compliance to the greatest extent possible. The goal is accountability for aviation operators, as well as the restoration of public confidence in the aviation sector.
The NCAA stated at the time that this would result in more than just a warning and “catch and release”. Offenders and violators will now be required to comply with both public and regulatory standards. The agency urged airlines to: Improve communication with travellers and take more responsibility when flight disruption occur.
With this policy, the NCAA hopes to strengthen passenger rights while also reducing the frequency of service failures. Travellers are also expected to feel more assured that the regulator is prepared to take firm action on their behalf.
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