NCAA Fines RwandAir N15m Over Baggage Complaint, Warns Air Peace, Max Air

The Nigeria Civil Aviation Authority has imposed a N15 million fine on RwandAir for failing to resolve a passenger’s baggage complaint within the timeframe prescribed by the country’s consumer protection regulations.

The NCAA also directed the airline to replace the passenger’s damaged baggage and pay US$170 in first-need compensation, in accordance with Part 19 of the Nigeria Civil Aviation Regulations 2023.

The Director, Public Affairs and Consumer Protection, NCAA, Michael Achimugu, disclosed the sanction, saying it reflected the regulator’s commitment to enforcing passenger protection provisions governing airlines operating in Nigeria.

He said airlines were required to respond promptly to consumer complaints and provide appropriate remedies when passengers experienced service-related problems, particularly baggage-related issues.

The authority said the action against RwandAir was part of its ongoing efforts to ensure strict compliance with aviation regulations and protect the rights of air travellers.

NCAA cautions Air Peace, Max Air
In a related development, the NCAA cautioned Air Peace and Max Air over recurring flight delays, cancellations, crew shortages and other consumer-related complaints.

The regulator directed both airlines to ensure that their flight schedules were aligned with the number of aircraft and crew available to operate them.

The Director General, Civil Aviation, Capt. Chris Najomo, gave the directive during separate meetings with representatives of Air Peace and Max Air at the NCAA headquarters in Abuja.

Najomo questioned the effectiveness of the airlines’ scheduling buffers in managing recurring operational disruptions, while acknowledging that factors such as adverse weather, diversions and airport restrictions could affect flight operations.

He stressed the need for airlines to adopt realistic schedules, strengthen contingency plans and communicate promptly with passengers whenever disruptions occur.

Achimugu said the NCAA’s monitoring activities had identified cases where passengers were not adequately informed or assisted during flight disruptions.

He reminded Air Peace of its obligations to passengers, including providing refreshments after two hours of delay and meals after six hours, as well as accommodation, refunds and compensation where applicable.

The NCAA consumer protection director also expressed concerns over the practice of merging flights and urged the airline to respond promptly to passengers’ complaints.

Najomo said the NCAA was supporting training-bond arrangements and considering measures that could facilitate the validation of foreign crew licences. He, however, stressed that such arrangements must be backed by proper licence verification and simulator checks.

The DGCA assured airlines of the regulator’s continued support but maintained that operators must comply with regulations, maintain realistic schedules and improve the level of care provided to passengers.

He noted that while some operational disruptions were beyond the control of airlines, effective planning, timely communication and measures to minimise the impact on passengers remained the responsibility of the operators.

Responding to the NCAA’s concerns, Air Peace Chief Operating Officer, Oluwatoyin Olajide, said the airline currently had 20 aircraft, of which five were on ground and 15 were serviceable.

She said the airline deliberately operated between 80 and 85 flights daily to provide some operational buffer against disruptions.

Olajide attributed some of the airline’s disruptions to technical challenges, including bird-strike damage, component shortages and a cracked windshield. She added that adverse weather and airport restrictions had also contributed to delays and cancellations.

According to her, Air Peace provides hotel accommodation and other forms of assistance to passengers affected by prolonged disruptions.

At the meeting with Max Air, the airline’s General Manager, Ground Operations and Business Development, Raymond Omadiagbe, said three Boeing 737 aircraft were available and serviceable for domestic operations.

He explained, however, that only two were currently being operated because of crew limitations.
Omadiagbe added that the airline’s international fleet comprised two Boeing 747 aircraft and one Boeing 777, which were undergoing checks.

He said Max Air had reduced its flight schedule to correspond with its available operational resources and had stopped late-night Kano operations following feedback from passengers.

The discussions also identified pilot retention as a major challenge affecting the operational capacity of both airlines.