The Nigeria Civil Aviation Authority (NCAA) has directed Air Peace to provide compensation and other forms of passenger support after determining that the airline issued incorrect notifications concerning a delayed Lagos–Enugu flight.
The regulator’s decision followed complaints from affected passengers, including human rights lawyer Inibehe Effiong, who said he arrived at the airport ahead of the scheduled 6:45 a.m. departure only to discover that the flight had been significantly delayed.
Effiong stated that the disruption caused him to miss a court appearance, prompting him to raise concerns about the airline’s communication and handling of the situation.
Responding to the incident, NCAA Director of Public Affairs and Consumer Protection, Michael Achimugu, confirmed that Air Peace acknowledged sending inaccurate information to passengers regarding the status of the flight.
According to the regulator, investigations showed that the delayed service was partly linked to operational disruptions arising from cancellations recorded the previous day. However, the NCAA noted that passengers were not provided with accurate and timely information about the changes.
Achimugu said the authority was particularly concerned about the quality of communication provided to passengers, stressing that airlines have an obligation to keep travellers adequately informed whenever disruptions occur.
He explained that effective communication is a critical component of consumer protection within the aviation sector and helps passengers make informed decisions regarding their travel plans.
Following its review, the NCAA instructed Air Peace to develop a compensation package for affected passengers and ensure that appropriate duty-of-care measures are implemented in accordance with Part 19 of the NCAA Consumer Protection Regulations 2023.
Under the regulations, passengers may be entitled to certain forms of assistance and compensation when flights are delayed, cancelled or disrupted under circumstances covered by the rules.
The authority warned that failure by the airline to comply with the directive could result in regulatory sanctions.
The development highlights ongoing efforts by the NCAA to strengthen passenger rights and improve accountability within Nigeria’s aviation industry.
Industry stakeholders have repeatedly emphasised the importance of transparent communication, particularly during operational disruptions, as delayed or inaccurate information can have significant consequences for travellers.
The regulator reiterated its commitment to ensuring that airlines operating in the country comply with established consumer protection standards and provide passengers with fair treatment during service disruptions.
The NCAA said it would continue monitoring the matter to ensure compliance with its directives and the protection of passenger rights.
