Why Flying Nigerian Airlines Will Be Different Experience This Year

By Cami Ezenwa

If you were particularly upset flying Nigerian airlines, especially during the yuletide, there are indications that the experience will change going forward

This is on account of interventionist measures taken by the regulatory authorities in carrying out their oversight functions, in relation to passenger complaints.

And there were many such complaints against Nigerian airlines during the Yuletide, forcing The Nigeria Civil Aviation Authority (NCAA) to intervene, by convoking a stakeholder meeting, December 27, 2024, especially on Flight disruptions.

While some of the widespread flight disruptions were foisted by the harmattan weather, others had been perceived the result of inefficiency on the part of the human personnel of the airline companies.

The meeting which was chaired by the Director-General NCAA (DGCA) focused on finding lasting solutions through collaboration and effective policy implementation, to the problems to be identified.

After listening to those concerned, the meeting issued a sort of marching orders on Nigerian ailines particularly, but marshalled other directives which when implemented would improve passenger experience at Nigerian airports.

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1. On operational measures, the meeting resolved to extend operational hours to 10:00 PM for sunset airports with facilities and adequate lighting, advising operating Nigerian airlines to optimize/ trim their flight schedules to a manageable size, with a standby aircraft to manage Aircraft on Ground (AOG) situations.
2. They were also directed to utilise weather forecasts from NIMET for better flight scheduling.
3. On passenger Behavior and Sensitization, the meeting ruled that sensitisation campaigns on unruly passenger behavior should be jointly conducted by NCAA and FAAN, with a public statement to be issued.
4. Mobile courts would be operational to address incidents involving unruly passengers.
5. Aviation Security (AVSEC ) officials are to deploy promptly during passenger agitations at the airports and de-escalate aggression professionally.
6. On environmental and Safety Concerns, the stakeholders meeting ruled that unauthorised access to tarmacs will not be tolerated, and stricter security measures will be enforced.
7. It urged Nigerian airlines to collaborate on luggage and passenger handling, (re-protection) following the example of Ibom Air’s partnerships. 
8. Passengers should be informed formally when luggage is removed due to space or weight limitations.
9. Airlines, particularly Air Peace, had expressed concerns over negative media narratives, so the meeting called for investigations into defamatory reporting.
10. It said Passengers must be educated on weather-related disruptions and their implications on flight schedules.

Also, airlines must during disruptions mandatorily provide information, CARE, refreshments, rerouting options and hotel accommodation as applicable and process all passenger refunds for tickets as stipulated by Nig. CARs 2023 Part 19 (immediately for cash purchase and within two weeks for online purchases), as mandated by the DGCA.

On the other hand, delayed/loss/missing/ pilfered luggage complaints must be addressed speedily with appropriate compensation offered.