The Nigeria Civil Aviation Authority has urged airlines operating in the country to be more transparent when communicating flight delays, especially when disruptions are caused by operational challenges.
The call was made in a statement released on Tuesday by the Director of Public Affairs and Consumer Protection at the NCAA, Michael Achimugu, via his X handle.
He cautioned airlines against providing passengers with misleading or inconsistent information during extended delays, stressing that travellers deserve to know the actual reasons behind disruptions so they can 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.
He noted that such situations are often preventable.
He also revealed that the Director-General of Civil Aviation, Capt. Chris Najomo, has raised concerns over the issue and directed increased monitoring of airline operations by 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 warned airlines against issuing inaccurate 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 emphasised that passengers left stranded late at night should be provided with hotel accommodation when necessary.
