Rising Concerns Over Consumer Rights Violations by Foreign Airlines in Nigeria
There is growing concern over the persistent violations of consumer rights by foreign airlines operating within Nigeria. The country’s civil aviation authority has made it clear that it will not tolerate such infractions and has vowed to impose appropriate sanctions on those found guilty.
Nigerian passengers have raised complaints about being subjected to poor treatment by these foreign carriers, many of which fail to adhere to regulations on consumer protection. The Nigeria Civil Aviation Authority (NCAA), as the apex regulatory body for aviation in Nigeria, has recently called out several foreign airlines following reports of mistreatment of passengers both within Nigerian airspace and abroad.
Over 30 foreign airlines operate in Nigeria, providing air transportation services to travelers across the country. According to a recent report, approximately 20 airlines operate more than 200 flight frequencies weekly, carrying over 54,000 passengers out of Nigeria each week. Some of the major airlines include British Airways with 14 weekly frequencies, Virgin Atlantic with seven, KLM with 21, Air France with 11, Lufthansa with 13, Ethiopian Airlines with 27, Emirates with 14, and Royal Air Maroc with seven.
Other notable airlines include Qatar Airways, Turkish Airlines, Egypt Air, Delta Airlines, Kenya Airways, ASKY Airlines, and Saudi Airlines. These carriers play a significant role in international travel, with a total of 2,018,948 inbound and 2,116,882 outbound passengers airlifted on international flights in 2024.
Despite the high cost of tickets, which has increased by over 100% in the last two years due to inflation and exchange rate fluctuations, Nigerian passengers continue to travel extensively. This trend highlights the strong patronage of these international airlines.
Part 19 of the Nigerian Civil Aviation Regulations 2023
Part 19 of the Nigerian Civil Aviation Regulations (Nig.CAR) 2023, gazetted in 2015, outlines the rights and responsibilities of passengers and the obligations of airlines. It addresses consumer protection issues, including compensation for denied boarding, flight delays, and cancellations.
For example, Part 19.1.1 specifies the minimum rights and responsibilities of passengers and airlines, covering situations such as overbooking, flight delays, cancellations, and failure to meet passenger responsibilities.
Cases of Passenger Maltreatment
In February, a Nigerian passenger named Gloria Omisore accused Kenya Airways of maltreating her during a transit at the airport. A video of the incident went viral on social media, showing an altercation between the passenger and an airline agent. The agent reportedly told her to “call your President,” prompting a response from the Federal Government and the Ministry of Aviation and Aerospace Development.
Kenya Airways later apologized and paid a fine as part of the sanctions imposed by the NCAA. However, the authority emphasized that the payment of fines does not conclude the issue, as the resolution timeframe had already expired.
In August, British Airways denied 58 passengers boarding its Abuja-London flight due to a faulty door on the aircraft. The Nigeria Civil Aviation Authority confirmed that the airline had to keep some seats unoccupied for safety reasons. Affected passengers were offered hotel accommodation and options to return home or proceed with their journey the next day.
Recently, Qatar Airways was also called out by the CAA over consumer-related infractions. A Nigerian passenger traveling with his wife was forced to sign a document written in Arabic, which he did not understand. The airline’s country manager failed to appear for meetings, leading to further scrutiny from the NCAA.
The Role of Consumer Protection and Regulatory Compliance
Aviation experts and stakeholders have highlighted the need for foreign airlines to comply with Nigerian regulations. Group Capt. John Ojikutu, an aviation analyst, pointed to the issue of unruly behavior among Nigerian passengers as a contributing factor to the problem.
Mr. Yinka Folami, President of the National Association of Nigerian Travel Agencies (NANTA), commended the NCAA’s renewed focus on consumer protection and urged all airlines to comply with regulations. He emphasized the importance of order and compliance in the aviation sector.
Mr. Olumide Ohunayo, General Secretary of the Aviation Roundtable and Safety Initiative, noted that treating Nigerian passengers poorly has been a recurring issue. He stressed the need for both regulation and competition to improve customer service from foreign airlines.
Kingsley Nwokoma, President of the Association of Foreign Airlines Representatives in Nigeria (AFRA), stated that no airline would deliberately violate passenger rights. However, he emphasized the importance of holding airlines accountable for breaches of consumer rights and investing in crew training to ensure better passenger experiences.
Conclusion
The ongoing issues with foreign airlines operating in Nigeria highlight the need for stronger enforcement of consumer protection laws. While the NCAA has taken steps to address these concerns, continued vigilance and collaboration with airlines are essential to ensure that Nigerian passengers receive the treatment they deserve.
