- Effective flight communication to passengers required
L-R: Albert Igbafe Afegbai, director, aviation security services, Federal Airport Authority of Nigeria (FAAN); Abdullahi Mahmood, director, airport operations, FAAN; Olubunmi Kuku, managing director, FAAN; Chris Najomo, acting director general, Nigeria Civil Aviation Authority (NCAA); and Adedeji Sanwo-Olu, representing the managing director of NiMet, during a stakeholders meeting in Lagos on Friday
Sade Williams/Business a.m.
Concerned by what is now generally seen as unjustifiable flight delays and cancellations across airports in the country, Nigerian aviation authorities say they plan more sanctions against airlines who incessantly indulge in these behaviours.
Chris Najomo, acting director general, Nigeria Civil Aviation Authority (NCAA), at a stakeholders’ meeting convened in Lagos by the NCAA to find lasting solutions to flight disruptions, said the barrage of calls he had received in the last one week over flight delays and cancellations is concerning.
Najomo, however, also condemned the unruly behaviour of passengers in their protests over flight delays and constellations.
The country’s civil aviation chief said while delays and cancellations were inevitable, poor management by airlines often aggravated the situation leading to restiveness.
“I wish to address a matter of increasing concern to our industry. Flight disruptions, delays, significant change to schedules and cancellations in Nigeria. This issue has far-reaching implications for passengers, businesses, the credibility of the aviation industry and national development as a whole. Air travel is not just about transporting passengers from one point to another; it is about doing so with reliability, efficiency, and accountability. When delays and cancellations occur, they disrupt plans, cause financial losses, and undermine passenger confidence in our aviation system. Delays and cancellations are sometimes inevitable, but poor management of these disruptions is not,” said Najomo.
He said it was the responsibility of airlines to ensure that every disruption, whether due to operational, technical, or weather-related challenges, is handled with the utmost professionalism and regard for passengers’ rights, especially with the country experiencing the harmattan season which comes with poor weather conditions that affect flight operations.Flight operations data record with the NCAA indicates that in September, 2024, 5,291 domestic flights were operated with 2,434 delays and 79 cancellations. In October, 2024, 5513 flights were operated with 2,791 delays and 111 cancellations recorded, Najomo disclosed.
He reminded airline operators of the NCAA Regulations on Passenger Rights during disruptions, as outlined in the Nigeria Civil Aviation (Consumer Protection) Regulations, 2023.
“These regulations are not optional; they are mandatory obligations that ensure passengers are promptly informed of schedule changes, delays or cancellations; accommodation, refreshments, and alternative travel arrangements are offered when disruptions exceed the acceptable limits; adequate compensation is provided where applicable,” he stated.
Najomo threatened that non-compliance with these regulations will not be tolerated, adding that going forward, the NCAA will not hesitate to impose the necessary penalties where violations are observed.
“I have instructed my team to monitor and enforce compliance and apply sanctions. My team has engaged the industry in the last one year by organising awareness, sensitisation and training sessions for the airlines and the association of travel agents to re-educate them on the provisions of the Nigeria Civil Aviation regulations and airline obligations to passengers in the event of disruptions. This is also extended to passengers to also educate them on their responsibilities as the NCAA will also be joining airlines to enforce whatever penalties will be applicable for unruly behaviour because with rights come responsibilities,” the NCAA chief stated.
Acknowledging the challenges faced by airlines, including infrastructural limitations and operational constraints, Najomo noted that these challenges should not come at the expense of the passengers.
“Airlines must invest in robust operational systems that can minimize avoidable delays; ensure transparency in communication with passengers during disruptions; strengthen contingency plans for emergencies or unforeseen circumstances. Offer immediately, care, refund, reimbursement and or compensation as Applicable. This is not only about compliance with regulations but about fostering trust and goodwill among the flying public. The NCAA remains committed to supporting airlines in overcoming operational challenges. We are ready to work together to identify root causes of delays and cancellations and to implement sustainable solutions,” Najomo said.
Olubunmi Kuku, managing director, Federal Airports Authority of Nigeria (FAAN), who is responsible for the management of airports in the country, took a tough position over unruly behaviours at airports, and said mobile courts where offenders can swifty be prosecuted would soon be ready.
Kuku urged airlines to open effective communications lines with passengers and agencies, especially when flights would inevitably be cancelled or delayed.
She also disclosed that a lot of the sunset airports, excluding Benin and Akure airports, now have night landing facilities and would ease the burden of airlines.
“A crucial challenge is communication. Passengers need to know when to go to the airport, we need to have accurate timing of flights. Sometimes, airline staff do not have flight information. We also need to learn to handle the narrative professionally, we understand airlines challenges but better planning, collaboration and communication will help a great deal. Also, we are all aware of the frustration by passengers but inappropriate behaviour would not be tolerated at the airports,” Kuku warned.
Allen Onyema, executive chairman of domestic and international carrier Air Peace chronicled a series of unpleasant events involving irate passengers at the airports, saying it was high time such passengers received necessary prosecution in accordance with standards.
“The attitude of some passengers is scary. We cannot continue to indulge unruly behaviours, it is dangerous to staff and airport facilities. Until Nigerian passengers learn that force majeure is the reason for some delays, the situation will continue. As much as they blame airlines, authorities need to stop unruly behaviours of passengers because it is becoming scary. Air Peace is ready to contribute to the education of the travelling public on this,” Onyema said.
Some of the unruly passengers had done damages to airlines’ assets and staff in the past without appropriate sanction by authorities.
