NCAA orders 30-minute updates during flight disruptions

The Nigeria Civil Aviation Authority (NCAA) has mandated airlines operating in the country to provide passengers with regular 30-minute updates during flight disruptions. NCAA Director, Consumer Protection and Public Affairs, Michael Achimugu, clarified passengers' rights and airlines' obligations during delays, cancellations, and baggage issues.

He emphasized that airlines still have a duty of care towards passengers irrespective of the cause of the disruption. Airlines are not always the direct cause of disruptions, although they often bear the blame. The first responsibility during a disruption is to provide passengers with timely and honest information, which must be done every 30 minutes.

Airlines are also required to offer refreshments and meals to passengers during prolonged delays, with meals provided after six hours. For baggage mishandling, passengers should understand that filing a complaint does not guarantee the bag's return within 24 hours. International airlines have up to 21 days to locate and reconcile passengers with their baggage, while domestic flights have seven days.

If baggage is not found within the stipulated period, the airline may declare it lost and initiate compensation. The NCAA follows due process before sanctioning airlines, and passengers must first file complaints with the authority before enforcement actions can be taken.