The Nigerian Civil Aviation Authority (NCAA) has advised members of the Airlines Operators of Nigeria (AON) to reach out to their passengers either through Short Message Service (SMS) or other means possible to alert them on any intended disruption of flights, especially as the festive season draws closer.
This was even as the agency urged passengers to know their obligations to various airlines, as they cannot walk into the airport a few minutes before departure and expect VIP treatments.
The NCAA gave the hint in Abuja yesterday during its consumer awareness programme, which aimed to sensitise air travellers about their rights, duties, and responsibilities to enhance their travel experience in Abuja.
The initiative, it said, seeks to foster increased adoption of a robust artificial intelligence-driven digital innovation consumer rights’ protection and dispute management.
He was speaking at the sidelines of the event held at the Nnamdi Azikiwe International Airport (NAIA), Abuja, the Director General of NCAA, Capt. Chris Najomo stated that the initiative became necessary to bridge the knowledge gap among air travellers, airlines, and aviation agencies.
He noted that in the past, the gap had led to misunderstandings and poor consumer experiences for many travelling on both domestic and international flights.
Najomo said the awareness was to alert passengers and inform them of their rights and for the airlines to also know their rights.
“It’s not every passenger that we all support or back up all the time as we also back up the airlines when they are right. So, the awareness campaign is to tell the public that these are your rights but, these are your obligations too. There are certain indices, according to the regulations that you must follow. You cannot just blame the airlines if you are late for a flight that you are supposed to be there two hours before departure; it is not possible. The NCAA will educate you more and this awareness has been done all over the nation’s airports.”
On delayed flights, Najomo explained that it happened all over the world seamlessly and Nigeria isn’t an exception.
He said: “If flights are delayed, after two hours, snacks and refreshments are given.
“After three hours, refunds are made. If you pay cash, you get cash back and if it’s online, it takes two weeks. After four hours, hotel accommodation and refreshments that’s if it’s night, are provided.
“So, there are indices and regulations that we must follow. It’s there and a lot of people don’t know their rights and that is why we are carrying out this awareness.
“My appeal to the airlines is to advise their passengers well on time if there is going to be any delay and I know no airline will bring its airplanes out, sell tickets, and delay the flight. There are so many indices to delays and I recently told operators in a symposium to advise their passengers on time through SMS so they can reply.
“We are here to bridge the gap to ensure things are done seamlessly, especially these periods when airlines are going about getting more facilities and there are more planes,” Najomo advised.
In the same vein, the Director, of Public Affairs, Consumer Protection, Michael Achimugu, said under Najomo’s leadership, the NCAA has rebranded itself and is performing optimally.
“We are assuring Nigerians that the consumer protection department is not relenting”, he said.
Achimugu added that the agency stands with the Nigerian people and the Nigerian airlines,
“We will continue to improve awareness and educate the passengers more so that the issues surrounding flight disruptions would be well spelt out to passengers.
“A lot of what is happening, the complaints are because of lack of proper education and people need to know that we work within the ambit of the regulations.
“Once you understand the regulation, you understand the industry better and we will do our duties as we are not relenting. We will continue to do our duties,” Achimugu added.
