NCAA affirms passengers entitled to compensations for flight delays, cancellations, others
refunds for tickets on cancelled or delayed flights should be paid immediately
The Nigeria Civil Aviation Authority (NCAA) has affirmed that passengers are entitled to compensation for flight delay, cancellation, luggage delay, missing or loss by airlines.
Mr Michael Achimugu, the NCAA Director of Public Affairs and Consumer Protection stated this at a news conference on Thursday in Abuja.
According to him, passengers are entitled for first needs payment of N10,000 on domestic flights when passenger’s luggage is missing and 170 US Dollar on international flights while the luggggage is being searched for.
“For domestic flight, the airline has one day to seven days to search for the missing luggage while on international flights, the airline has one day to 21 days to search for the luggage.
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“A luggage is said to be lost if not found after seven days search on domestic flights and 21 days search international flightsc.
The process for compensation for missing g luggage commences after the said luggage is declared missing. Any fees paid for that luggage must also be refunded,” he said.
The director said the refunds for tickets on cancelled or delayed flights should be paid immediately, if payment made in cash or within 14 days if it was by bank transfer or any means other than transfer.
According to him, refunds via means other than cash must be made within 14 days. However, some delay might be experienced from submission of required documents for the passenger
Contributing, the NCAA Director of Special Duties, Mr Horatius Egua, urged passengers to know their rights regarding the aviation sector.
He stated that challenges the authority encountered included, lack of awareness among passengers, limited enforcement of consumer rights, inadequate infrastructure and corruption.
“NCAA has emphasised increased passenger education and awareness, strengthening of regulatory agencies, improved airline customer service and enhanced infrastructure development
“By knowing your rights as consumer, you can advocate for better treatment and services in Nigeria’s aviation sector,” he said.
On her part, Mrs Ifueko Abdulmalik, the Senior Special Adviser to the NCAA Acting Director General, Capt. Chris Najomo, said the airline ought to provide clear terms and conditions and also ensure timely departure and arrival.
According to her, Airline obligations are to provide adequate baggage handling, offer compensation for delays, cancellations, or overbooking and maintain safe and secure aircraft.
“Passenger have rights to know flight schedule, fare, and baggage allowance; right to compensation for flight delays; right to refund for unused tickets (within 7 days) and right to baggage protection.
“Common Issues from the passengers include, flight delays and cancellations, baggage loss, damage, or delay, overbooking and denied boarding, refund and compensation disputes, “ she said.
