The Nigerian Civil Aviation Authority (NCAA) confirmed it has called the airline’s management to its headquarters for an urgent meeting scheduled for Monday, following multiple operational concerns including the handling of a Heathrow–Abuja flight that experienced technical issues.
In a statement shared on X by the NCAA’s Director of Public Affairs and Consumer Protection, Michael Achimugu, the regulator said it had received complaints from passengers who were rerouted and later left stranded during the disruption.
According to the NCAA, the incident involved passengers on a flight from Heathrow Airport in London to Abuja who were redirected through Gatwick Airport and Lagos before continuing to Abuja. The aircraft reportedly returned after a cracked windshield was detected, leaving some passengers unable to complete their journey as scheduled.
The authority said the airline must explain a series of “unexplained disruptions” affecting its recent operations.
Passenger Protection Concerns
The NCAA disclosed that its Consumer Protection Department has been activated following additional complaints from passengers related to delayed refunds, compensation claims, and lack of first-need support during flight disruptions.
The regulator stressed that airlines must uphold passenger rights and comply with aviation service standards.
“Abandoning paying passengers will not be tolerated,” the authority said, adding that while the government supports domestic airlines, operators must meet regulatory requirements.
An investigation into the incident and other operational complaints will be conducted under Part 19 of the NCAA Regulations 2023, which covers consumer protection and service obligations for airlines.
Air Peace Responds
In response, Air Peace issued a statement on its official X account denying that any passengers were abandoned during the incident.
The airline explained that the aircraft returned to Abuja after a cracked windshield was detected, possibly caused by a bird strike, and said the decision was taken in line with aviation safety protocols.
“For the avoidance of doubt, no passenger was abandoned or left stranded at any point during the handling of the situation,” the airline said.
According to the company, affected passengers were offered alternative travel options, including continuing their journey the same day through Lagos–Gatwick or flying the following day via Abuja. The airline also said hotel accommodation was arranged for passengers who required it.
Wider Scrutiny of Airline Operations
The development comes amid broader regulatory oversight of Nigeria’s aviation industry.
The Federal Competition and Consumer Protection Commission (FCCPC) is currently investigating airline pricing practices following complaints about sharply increased ticket fares during the Christmas and New Year travel period.
Speaking at a State House “Meet the Press” session, FCCPC Executive Vice Chairman Tunji Bello said preliminary findings suggest that about five airlines may face sanctions over alleged collusion to fix prices.
Passengers had reported fares on key domestic routes rising to between ₦405,000 and ₦600,000, particularly affecting travellers heading to Nigeria’s South-East and South-South regions.
However, the Airlines Operators of Nigeria (AON) has rejected allegations of price manipulation, maintaining that fare adjustments are driven by normal market forces such as supply and demand.
Regulators are expected to announce further guidance on possible sanctions and refund processes for affected passengers as investigations continue.