The Nigeria Civil Aviation Authority (NCAA) has directed airlines operating in Nigeria to keep passengers informed at 30-minute intervals during flight disruptions, reinforcing carriers’ obligations to provide timely information and care even when delays or cancellations are caused by factors outside their control.
Michael Achimugu, director of public affairs and consumer protection at the NCAA, said communication should be the first responsibility of an airline once a disruption occurs, with affected passengers entitled to regular updates on the status of their flights.
Achimugu said airlines may not always be responsible for disruptions originating from airport infrastructure, congestion or other parts of the aviation system, but they remain responsible for communicating with passengers and fulfilling the duty of care prescribed under Nigeria’s aviation regulations.
The reminder comes amid continuing concerns over flight delays and passenger handling across Nigeria’s aviation industry, with airlines facing increasing scrutiny over how they manage disruptions and communicate with travellers.
Under Part 19 of the Nigeria Civil Aviation Regulations 2023, an airline that reasonably expects a domestic flight to be delayed beyond its scheduled departure time is required to inform passengers of the reason for the delay within 30 minutes of the scheduled departure time.
The provision effectively places timely communication at the centre of an airline’s responsibilities during operational disruptions.
Achimugu said the obligation remains applicable even where the airline is not the original cause of the disruption.
The NCAA’s position draws a distinction between responsibility for causing a delay and responsibility for managing its impact on passengers.
An airline may not control airport congestion, infrastructure constraints or other external operational factors, but once passengers are affected, the carrier is still expected to provide information and the appropriate level of care.
The regulations also prescribe additional obligations as delays become prolonged.
For domestic flights delayed for two hours, airlines are required to provide refreshments as well as access to telephone calls, SMS and email, subject to the applicable regulatory provisions.
Where a delay extends beyond three hours, passengers may become entitled to reimbursement or rerouting under the conditions specified in the regulations.
The rules also provide for accommodation and transportation where a disruption extends beyond 10 p.m. to 4 a.m., or where the airport at the departure point or final destination is closed, subject to the applicable provisions.
Achimugu said airlines are also required to provide refreshments and meals during prolonged disruptions, while hotel accommodation may apply depending on the duration and circumstances of the delay.
