During a press conference in Abuja aimed at enhancing consumer rights awareness in the aviation industry, Michael Achimugu, NCAA’s Director of Public Affairs and Consumer Protection, detailed the entitlements available to passengers from airlines.
As per NCAA regulations, passengers experiencing luggage delays are entitled to “first needs” compensation, which consists of N10,000 for domestic flights and $170 for international flights while the airline searches for the lost luggage.
Achimugu further explained the timelines for luggage recovery, noting that airlines have a period of one to seven days to locate a missing bag on domestic flights, whereas international flights allow up to 21 days for the search.
“A bag is considered lost if it is not found after a seven-day search for domestic flights and a 21-day search for international flights,” he remarked.
Once luggage is officially declared missing, the compensation process begins. “The compensation process for lost luggage starts once the luggage is declared missing. Any fees associated with that luggage must also be reimbursed,” he added.
Ticket Refunds
In instances of flight cancellations or considerable delays, passengers are entitled to receive timely refunds for their tickets. Refunds for cash payments should be processed immediately. Conversely, for refunds conducted via bank transfers or other electronic methods, the NCAA permits a timeframe of up to 14 days for the funds to be credited back to the passenger. Achimugu highlighted that refunds through non-cash methods must occur within this 14-day window, although some delays may arise due to the submission of necessary documentation by the passenger. The NCAA strongly encourages airlines to comply with these refund procedures to protect passenger rights within the aviation sector.
Passenger Rights and Responsibilities
Horatius Egua, the NCAA’s Director of Special Duties, emphasized the necessity for passengers to be aware of their rights, which often remain inadequately enforced due to a lack of awareness, infrastructural issues, and occasional bureaucratic hurdles.
The authority is tackling these challenges through initiatives aimed at educating passengers, enhancing regulations, and developing infrastructure.
Egua emphasized the advantages of well-informed passengers: “Understanding your rights as a consumer empowers you to demand improved treatment and services within Nigeria’s aviation industry,” he remarked, underscoring the importance of passengers in holding airlines accountable.
Mrs. Ifueko Abdulmalik, Senior Special Adviser to the NCAA Acting Director General, highlighted the responsibilities that airlines must meet to guarantee passenger satisfaction and safety.
Abdulmalik specified that airlines are obligated to clearly outline their terms and conditions, adhere to accurate flight schedules, and ensure effective baggage handling to reduce problems associated with delays, cancellations, and overbooking.
Furthermore, she emphasized that passengers are entitled to complete transparency regarding flight schedules, ticket prices, baggage allowances, and compensation policies.
“Passengers have the right to be informed about flight schedules, fares, and baggage allowances; the right to compensation for delays; the right to a refund for unused tickets (within 7 days); and the right to baggage protection,” she stated.
Abdulmalik pointed out that frequent passenger issues include “flight delays and cancellations, baggage loss, damage, or delay, overbooking and denied boarding, as well as disputes over refunds and compensation,” encouraging passengers to educate themselves about these rights to effectively advocate for equitable treatment.