The Nigeria Civil Aviation Authority has called on airlines operating in the country to ensure greater transparency in communicating flight delays, particularly when operational issues cause such disruptions.
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The appeal was made in a statement issued on Tuesday by the Director of Public Affairs and Consumer Protection at the NCAA, Michael Achimugu, via his X handle.
He warned airlines against giving passengers misleading or inconsistent information during prolonged delays, stressing that passengers should be informed of the true reasons for disruptions to enable them to make informed decisions.
“Airlines should, please, ensure to let passengers know the true reasons for lengthy delays, especially when it is a fuelling issue.
“Do not keep people waiting in false hopes from morning until late night, only to either cancel or fly at an hour where safety at destination city is not guaranteed.
“Everybody is affected by this avoidable situation; top government officials. Visa interview applicants. Students. Business people. Etc.,” Achimugu said.
The situation, according to him, is often avoidable.
He disclosed that the Director-General of Civil Aviation (DGCA), Capt. Chris Najomo, has expressed concern over the situation and ordered enhanced monitoring of flight operations by relevant consumer protection officers.
“The challenges may not be the fault of the airlines sometimes, but it is the responsibility of the operator to mitigate the inconvenience of paying passengers by letting them make the choice to book another flight to prevent missing out on extremely important events. This is a no-brainer,” he stated.
He further cautioned airlines against issuing misleading operational updates.
“Do not say, ‘Bird strike’ if the problem is fuel. Do not say, ‘We will take off in 30 minutes,’ if you are not sure of fuelling. Do not announce a 20-minute delay if the operating aircraft is not on ground and has no ETA yet,” he said.
Achimugu also stressed that passengers stranded late into the night should be provided hotel accommodation where necessary.
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