19/12/2019
CLAIM COMPENSATION FOR FLIGHT DELAYS AND CANCELLATIONS!
Festive period is a period where passengers feel mostly abused by the aviation Industry as they usually encounter series of flight delays and cancellations. Most Nigeria airlines are saddled with flight delays, over booking and cancellation without compensation.
The Nigeria aviation industry is a major industry that is involved in the transportation of persons and goods globally. In Nigeria, the Consumer Protection Council generally is the apex consumer protection agency which is established to promote and protect consumers’ rights in all areas of products and services.
Considering consumer protection in the protection of air passengers, the international Civil Aviation Organization (ICAO) among other measures held a High-Level Security Conference on Aviation Security in 2012. During the event, it was resolved that passenger satisfaction must be the basis of any Public Policy in Civil Aviation matters. In Nigeria however, Air-Passenger protection is regulated by the International Conventions and the Nigerian Civil Aviation Regulations, 2012.
In view of the above regulations, air passengers are entitle to certain rights which include: the right to the full value of passengers money; right to book and confirm tickets with an airline of passengers choice; right to the provision of a conducive airport environment before, during, and after flights; right to seek redress for all irregularities during flight; right to timely feedback in respect of matters/complaints lodged with service providers; right to be fully informed about flight status; right to be treated with respect and dignity irrespective of race or physical condition. It is arguable weather consumers enjoy these rights in Nigeria.
The right of a passenger to compensation for a flight delay will depend on the length of the delay; and the reason for the delay/cancellation. If an airline flight takes off and/or lands later than its scheduled time or the flight was cancelled and you take a replacement flight, the delay must be over two hours in order to claim for compensation. The airline has a duty to provide food and drink appropriate to the time of delay and communicate the reason for the delay or cancellation. For overnight delays, the airline is duty bound to provide hotel accommodation and transport to reach the hotel or to return home.
In order to claim for compensation under the Nigeria Law, you must have observed the following: It must be for a flight departing and landing within the domestic territory of Nigeria; you must have a confirmed reservation on the flight that is delayed; you must have presented yourself for check in at the stipulated time, and if no time stipulated, then not later than 1 hour prior to flight departure time.
The following steps are mandatory to claim compensation:
1. Get the following information: Your ticket or booking number, date of the flight, name of the airline, and if possible the reason given by the airline for the flight delay or cancellation. This information forward with a claim letter detailing the passenger experience with the airline (flight delayed or cancelled), and the inconvenience it caused.
2. Contact the Airline – Different airlines have different procedures for claiming. Some accept complaints via email, and passenger needs to send a written claims letter to others.
In the event when your claim for compensation is rejected by the airline, a passenger has the right to approach the Consumer Protection Directorate of the NCAA for such claim and if the claim is rejected by the Consumer Protection Directorate passenger may refer the matter to the Consumer Protection Council. If the Consumer Protection Council fails to honour the claim a passenger can then engage a lawyer to take the matter to court. Reckless delay or cancellation of flight by airline itself could amount to a breach of contract, which the court may be called upon to determine without making any claim to the airline or the Consumer Protection Directorate.
In addition, Nigerian passengers are also entitled to claim compensation for any delay occasioned by any European carrier departing Nigeria for Europe or for delays occasioned by any international flights leaving any of the EU airports to Nigeria.
Note that compensation is not payable in some cases, for instance, when the delay is due to civil unrest, security issues, natural disasters, extreme weather conditions, air traffic control restrictions, strikes by airport staff or industrial disputes that affect the operation of the flight, and a medical emergency on board.