NCAA orders 30-minute updates during flight disruptions

The Nigeria Civil Aviation Authority (NCAA) has mandated airlines operating in Nigeria to provide passengers with 30-minute updates during flight disruptions. NCAA Director Michael Achimugu explained this regulation while discussing passengers' rights and airlines' responsibilities during delays, cancellations, and baggage mishandling.

He emphasized that airlines have a duty of care to passengers regardless of the cause of the disruption. Airlines are not always responsible for disruptions at airports, but they are often blamed by passengers. The first responsibility of an airline during a disruption is to provide passengers with timely and honest information every 30 minutes on the status of the flight.

Airlines are also required to provide refreshments and meals to passengers during prolonged delays, with meals being provided after six hours of a lengthy delay. For baggage issues, airlines have up to 21 days for international flights and seven days for domestic flights to locate and reconcile passengers with their luggage. If the baggage is not found within the stipulated period, the airline may declare it lost and initiate compensation to the passenger.

The NCAA follows due process before sanctioning airlines for consumer protection violations, and passengers must file complaints with the NCAA before enforcement action can be taken.