The Nigerian Civil Aviation Authority (NCAA) has ordered Ibom Air to compensate passengers whose Friday flight was cancelled.
The directive came after a dissatisfied passenger took to X (formerly Twitter) to complain about the airline’s handling of the situation.
The passenger wrote: “After moving a 3:30 flight to 5:20, you still call your customers to come down and pick up their luggage.
“You’ve monopolised the system as the only airline travelling to Akwa Ibom, yet you frustrate the very people you should be serving. Shame on you.”
Responding to the complaint, the NCAA’s director of public affairs and consumer protection, Michael Achimugu, explained that the disruption was caused by a technical fault with the operating aircraft earlier in the morning, describing it as “force majeure”.
According to him, the problem with the aircraft affected all the flights it was scheduled to operate, which led to the rescheduling from 3:30 pm to 5:50 pm.
Achimugu said some passengers were given hotel accommodation, while all affected travelers would receive emails offering 25% compensation.
He stressed that sanctions only apply when airlines fail to meet passenger care obligations under NCAA regulations, which he said Ibom Air was complying with.
“That delay had a knock-on effect on all other routes serviced by that aircraft, and was the reason for rescheduling the flight from 15:30 to 17:50,” Achimugu said.
“The airline is ready to fly, but that delay means that Uyo airport, which is a sunset airport, would be closed by the time they arrive. As a result, it is safer to cancel the flight and reschedule for tomorrow.
“I have spoken with the management of the airline. Some passengers have been provided hotel accommodation, and all passengers will receive emails tonight with the offer of 25% compensation.
“Flight disruptions happen. Where the airline would be sanctioned is if they fail to comply with Part 19 of the NCAA Regulations, per care for the passengers. In this case, that care is being provided. The original flight time was 15:30, not mid-day.”
The director also defended Ibom Air’s track record, calling it one of the most punctual airlines in Nigeria, stressing that safety is always the top priority in the country’s aviation sector.
“We prefer the ensure the safety of lives and delay some flights, than to put lives at risk because people need to fly. Only the living would fly tomorrow,” he added.
Achimugu apologised to passengers and assured them that more aircraft would soon be added to Nigeria’s aviation fleet to reduce such disruptions.
This comes a few weeks after an incident between Ibom Air and a passenger, Comfort Emmanson, which led to her arrest, arraignment, and eventual release by a Lagos court.
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