Provide Refreshments For Delayed Passengers, NCAA Directs Airlines

The Nigerian Civil Aviation Authority (NCAA) has cautioned airlines to ensure passengers are properly cared for during flight disruptions expected over the Yuletide period, stressing that refreshments must be provided during prolonged delays.

The authority issued the warning on Monday after receiving reports that some domestic airlines were failing to offer passengers basic refreshments when flights were delayed for long periods.

Reacting via X NCAA spokesperson, Mr Michael Achimugu said, “It has been reported that some domestic airlines are not offering passengers the simple care of light refreshment during lengthy flight delays.

“This morning, we have informed all operators that refreshments MUST be given to passengers who are caught in such unpleasant disruptions, no matter the cause of the delay.

“There is indeed a global surge in flight delays and cancellations, but, by our regulations, care must be provided to passengers, especially given the volume and impact of December disruptions. This will be monitored for strict compliance.”

Meanwhile, the Airlinex Operators of Nigeria (AON) has maintained that most flight disruptions in the country are caused by infrastructure challenges rather than airline operations.

The association attributed delays and cancellations to issues such as faulty conveyor belts, which often result in boarding congestion and other operational difficulties at airports.

Speaking on Morning Brief, a Channels Television programme, AON spokesperson and founder of United Nigeria Airlines, Professor Obiora Okonkwo, said airlines still compensate passengers in line with ticket conditions and existing regulations.

According to him, “It (disruption) is not 100 per cent the operator’s. But I can tell you that from our own records, it could be five per cent on the part of the operator. The reason is simple, unless there is an Aircraft on the Ground (AOG), meaning that your aircraft cannot fly. And, in such a situation, you have to offer to carry out maintenance, which is inevitable.

“Basically, delays are not peculiar to Nigeria. That is why some of the benefits to the customer when delays are made articulated and the rule we apply is a worldwide rule. Customers have a right to demand refunds if they are refundable tickets. However, some tickets have conditions that are not refundable.”