Ejiro Efenudu
As air travel demand surges during the festive season, the Nigerian Civil Aviation Authority (NCAA) has moved to enforce stricter compliance with passenger protection rules, cautioning three domestic airlines over recurring flight disruptions and poor customer care.
On Monday, officials of the aviation regulator carried out enforcement visits to the Abuja operations of Xejet, Rano Air and United Nigeria Airline. The action, according to the NCAA, is aimed at ensuring that airlines place passenger welfare at the centre of their operations, particularly during the high-pressure yuletide travel period.
Rising Complaints During Peak Travel Season
December traditionally records a sharp increase in passenger traffic as Nigerians travel for holidays, family reunions and end-of-year events. However, this period is also often marked by delays, cancellations and operational bottlenecks, leading to heightened passenger frustration.
The NCAA noted that it had received multiple complaints from travellers concerning prolonged delays, abrupt flight cancellations and inadequate communication from the affected airlines. In some cases, passengers were reportedly left without timely information, refreshments or accommodation, contrary to existing consumer protection regulations.
According to the regulator, such lapses are unacceptable, especially at a time when passengers have limited alternatives and tight travel schedules.
NCAA’s Enforcement Action
During the Abuja visits, NCAA officials engaged the management teams of the airlines, reviewing their operational procedures, customer service responses and compliance with the Nigerian Civil Aviation Regulations. The authority emphasised that the inspections were not routine but were triggered by repeated reports of service failures.
The NCAA warned that airlines must not continue to sell tickets when they are clearly unable to operate scheduled flights. It stressed that operational challenges, including aircraft availability or crew constraints, do not excuse poor treatment of passengers.
The regulator described the action as a strong reminder that airlines operating in Nigeria are expected to plan adequately for peak periods and uphold minimum service standards at all times.
Passenger Rights and Airline Obligations
Under Nigeria’s aviation consumer protection framework, airlines are required to provide clear and timely information to passengers in the event
