The Nigerian Civil Aviation Authority (NCAA) has directed Ibom Air to compensate passengers inconvenienced by the cancellation of a scheduled flight on Friday, citing regulatory obligations under passenger rights.
The order followed a viral complaint on social media platform X, where a disgruntled customer accused the airline of rescheduling a 3:30 p.m. flight to 5:20 p.m., only to cancel the service entirely, asking passengers to return for their luggage.
“You’ve monopolised the system as the only airline flying to Akwa Ibom, yet you frustrate the very people you should be serving. Shame on you,” the passenger wrote.
Technical Issue Triggered Chain Delay — NCAA
In response, Michael Achimugu, NCAA’s Director of Public Affairs and Consumer Protection, acknowledged the disruption, attributing it to a technical fault discovered earlier in the day on the aircraft scheduled to operate the route.
“That initial issue caused a knock-on effect across all routes serviced by the aircraft, leading to the flight being moved from 15:30 to 17:50,” Achimugu explained.
He clarified that although the aircraft was later cleared to fly, Uyo Airport’s sunset operating limits made it unsafe to proceed. The flight was ultimately cancelled for safety reasons and rescheduled for the next day.
Passengers to Receive Refunds and Accommodation
Achimugu confirmed that:
- Some passengers were provided hotel lodging on Friday night,
- All affected customers will be contacted by email, with an offer of 25% compensation on their ticket fares.
“The airline is fulfilling its obligations under Part 19 of NCAA’s Consumer Protection Regulations,” he said. “Where there would be sanctions is if such care was not extended. In this case, Ibom Air complied.”
He also corrected public assumptions, noting that the original departure time was 3:30 p.m., not midday as claimed.
“Safety First” — NCAA Defends Ibom Air’s Record
Despite public frustration, Achimugu defended the carrier’s operational history, describing Ibom Air as “one of the most punctual airlines in Nigeria.”
“Our skies remain safe because no aircraft is cleared to fly once any safety concern is detected no matter how minor. We would rather delay or cancel a flight than risk lives. Only the living can fly tomorrow,” he added.
The NCAA spokesperson apologised to all affected passengers, reassuring the public that more aircraft are expected to enter the domestic market soon, which could ease current logistical challenges.
