NCAA Fines RwandAir N15m Over Unresolved Baggage Complaints

The Nigerian Civil Aviation Authority (NCAA) has imposed a N15m fine on RwandAir for failing to resolve a passenger’s baggage complaint within the timeframe prescribed by Nigeria’s consumer protection regulations.

The NCAA’s Director of Public Affairs and Consumer Protection, Michael Achimugu, disclosed that the airline was sanctioned after failing to address the complaint within the stipulated period.

Beyond the financial penalty, the regulator ordered RwandAir to replace the passenger’s damaged baggage and pay $170 in first need compensation, in accordance with Part 19 of the Nigeria Civil Aviation Regulations (NCAR) 2023.

Achimugu said the action demonstrated the NCAA’s commitment to enforcing regulations protecting passengers’ rights, particularly requirements for airlines to respond promptly to baggage complaints and provide appropriate remedies.

He added that airlines operating in Nigeria were required to comply with consumer-protection rules and ensure passengers receive proper redress when service failures occur.

In a separate development, the NCAA also cautioned Air Peace and Max Air over repeated flight delays, cancellations, crew shortages and other consumer-related violations.

The warning was issued by the Director General of Civil Aviation, Capt. Chris Najomo, during separate meetings with representatives of the two airlines at the NCAA headquarters in Abuja.

Najomo questioned the effectiveness of the airlines’ scheduling arrangements in dealing with recurring disruptions.

However, he acknowledged that factors such as adverse weather, flight diversions and airport restrictions could sometimes affect operations.

He stressed the need for airlines to adopt realistic schedules, stronger contingency plans and timely communication with passengers whenever disruptions occur.

According to Achimugu, the NCAA’s monitoring activities had identified cases where passengers affected by disruptions were not given sufficient information or assistance.

He reminded Air Peace that its passenger care obligations included providing refreshments after two hours, meals after six hours, and accommodation, refunds or compensation where applicable.

He also expressed concern about flight merging and urged the airline to improve its handling of passenger complaints.

Najomo said the NCAA was supporting initiatives such as training bond arrangements and considering ways to facilitate the validation of foreign crew licences. He, however, insisted that such measures would require proper licence verification and simulator assessments.

He assured operators of the regulator’s continued support but emphasised that airlines remained responsible for maintaining feasible schedules, complying with aviation regulations and protecting passengers during disruptions.

Responding to the concerns, Air Peace Chief Operating Officer, Oluwatoyin Olajide, said the airline currently has 20 aircraft, of which five are grounded while 15 remain serviceable.

She said the airline operates between 80 and 85 flights daily to provide room for operational disruptions. According to her, some recent delays were linked to technical problems, including bird strike damage, component shortages and a cracked windscreen, alongside bad weather and airport restrictions.