The Nigerian Civil Aviation Authority (NCAA) has directed Ibom Air to compensate passengers affected by the cancellation of a scheduled flight on Friday, following complaints of poor service from some customers.
The directive came after a passenger took to social media platform X to decry the airline’s handling of the disruption. The passenger alleged that the airline first rescheduled the 3:30 p.m. flight to 5:20 p.m. before later asking passengers to return for their luggage.
“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,” the passenger wrote
Responding, Michael Achimugu, NCAA’s Director of Public Affairs and Consumer Protection, explained that the disruption was triggered by a technical issue with the aircraft operating the route earlier in the day.
He described the incident as “force majeure,” noting that safety concerns made it impossible for the airline to proceed with the flight as planned.
“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.
“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,” Achimugu noted
He stated that Ibom Air had already provided hotel accommodation to some stranded passengers and assured that all affected travellers would receive emails offering 25 percent compensation.
“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,” Achimugu explained.
The NCAA spokesperson defended Ibom Air’s record as one of the most punctual in the industry, stressing that Nigeria’s airspace remains safe because aircraft are not allowed to operate once any safety risk is identified.
“We prefer to 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 said, while apologising to all affected passengers.
Achimugu added that more aircraft are expected to be deployed into Nigeria’s aviation sector in the coming months to ease service disruptions and improve efficiency.
