The Nigerian Civil Aviation Authority (NCAA) has ordered Ibom Air to compensate passengers affected by the cancellation of a scheduled flight on Friday.
The directive came after a passenger lodged a complaint on X, accusing the airline of poor service.
“After moving a 3:30 flight to 5:20, you still call your customers to come down and pick up their luggage,” the passenger wrote.
“You’ve monopolised the system as the only airline travelling to Akwa Ibom, yet you frustrate the very people you should be serving. Shame on you.”
Responding to the complaint, Michael Achimugu, director of public affairs and consumer protection at NCAA, explained that the disruption was due to a technical fault earlier in the day, describing it as “force majeure”.
“That delay had a knock-on effect on all other routes serviced by that aircraft, and was the reason for rescheduling the flight from 15:30 to 17:50,” Achimugu said.
“The airline is ready to fly, but that delay means that Uyo airport, which is a sunset airport, would be closed by the time they arrive. As a result, it is safer to cancel the flight and reschedule for tomorrow.
“I have spoken with the management of the airline. Some passengers have been provided hotel accommodation, and all passengers will receive emails tonight with the offer of 25% compensation.
“Flight disruptions happen. Where the airline would be sanctioned is if they fail to comply with Part 19 of the NCAA Regulations, per care for the passengers. In this case, that care is being provided.
“The original flight time was 15:30, not mid-day.”
Achimugu defended Ibom Air’s track record, noting that it is among the most punctual carriers in the industry.
He stressed that safety remains the top priority, saying aircraft are never cleared for operations if any risk, no matter how small, is detected.
“We prefer the ensure the safety of lives and delay some flights, than to put lives at risk because people need to fly. Only the living would fly tomorrow,” he added.
He also apologised to the affected passengers, while assuring that more aircraft are expected to be deployed into Nigeria’s aviation sector soon.