Nigerian Airlines To Reimburse Passengers After 2-Hour Delay

Air travelers in Nigeria have the right to demand for reimbursement after a two-hour flight delay, aviation authorities said on Tuesday, adding that passengers also have the right to free snacks, two phone calls or two emails after just an hour delay on a domestic route. Air travelers who are delayed between 10p.m. and 4a.m. or at anytime when the airport point of departure or arrival is closed, also have the right to a hotel accommodation and transportation, said Captain Fola Akinkuotu, Director General, Nigerian Civil Aviation Authority, NCAA.

Akinkuotu, who addressed journalists in Lagos, southwest Nigeria, said the law protecting air travellers in the country, had always existed but was not implemented.
“The fact that the law is not implemented does not mean it’s not there. The law has always been there. We are on an enlightenment campaign,” he said.
Akinkuoto said on international flights, passengers who are delayed between two and four hours have the right to receive free refreshments and facilities for two free telephone calls, two SMS or two emails.
He said passengers who are delayed beyond four hours on international flights have the right to a free meal and communication facilities. Airlines that delay international passengers for up to six hours, he added, must accommodate them and transport them from the airport to the hotel and from the hotel to the airport.

“The passengers’ bill of rights essentially is common sense. You are travelling, your flight is delayed, don’t you think you have the right to be informed?” Akinkuotu queried.
“You don’t just wake up and say you want to go to Abuja. You plan to go to Abuja. You plan for the time to go to Abuja, you plan for the time to arrive there,” he said, adding, “If the flight is delayed, you have the right to know. You have the right not to be left there in the cold.”

Akinkuotu rejected arguments that with Nigerian airlines already under financial burden and heavy debts as well as skyrocketing aviation fuel, the new measures may be too drastic, saying “Why should the customer pay for your mistake? It’s not our intention to run any airline out of business with this law.”
He said airlines should do their homework properly to be successful in aviation business.
“My thoughts on any business is that we have to do a little home work. The most important thing is compliance with the regulation and the need for education,” he said.
For flight cancellations, Akinkuotu said passengers on domestic or international routes have the right refreshments, meals, hotel accommodation and transportation between hotel and airport. They also have the right to compensation, immediate reimbursement of full ticket cost or rerouted at the cost of the operator airline.

He said on international flights, passengers have the right to compensation and reimbursement in cash within fourteen days of full ticket cost at the price or re-routed at the cost of the operator airline.
According to the law, for downgrading a ticket to a lower cabin class, the passenger has the right to reimbursement of 30 percent of full ticket price for domestic flights and 60 percent of full ticket price for international flights.

However, for upgrading a ticket to higher ticket without a request from the passenger, the traveller has the right not to be required to pay any extra fare.
Akinkuotu called on passengers whose rights have been breached to direct their complaints to NCAA offices at various terminal buildings across the country.
He said NCAA will create more visibility at airports but urged on passengers to direct their complaints first to the airlines.
The NCAA boss said even as passengers have rights unruly behaviour will not be tolerated.
He said passengers’ rights do not cover those who are travelling on free tickets.