The Director, Consumer Protection Directorate of the Nigerian Civil Aviation Authority (NCAA), Adamu Abdullahi, has affirmed that the NCAA law on consumer rights which came into law in September 2012 mandates all airlines operating in the country to refund passengers their airfare after two hours of delaying their flight
Mr Abdullahi stated this as a guest on Channels TV Sunrise daily when asked about the effective implementation of the law and according to him, the largest carrier in the country has recorded a drastic fall in the number of complaints lodged against it because they set up a very viable customer relations desk and managers are empowered to take decisions without considering the cost.
Such decision, as stipulated by law, is that passengers must be served refreshments after an hour of delaying their flight and they must be refunded if the flight is still delayed after two hours.
He warned that as the directorate is now fully empowered with the law, “it will not be business as usual” in the aviation sector as sanctions and penalties will be levied against airlines that default on customers satisfaction.
He estimated that about 50,000 complaints are received per annum.