NCAA directs Ibom Air to compensate passengers as airline cancels flight over technical issue

The Nigerian Civil Aviation Authority (NCAA) has directed Ibom Air to compensate passengers affected by the cancellation of a scheduled flight on Friday.

The directive followed a complaint by a passenger on X, who accused the airline of poor service.

“After moving a 3:30 flight to 5:20, you still call your customers to come down and pick up their luggage,” the passenger said.

“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.”

Responding to the concerns, Michael Achimugu, director of public affairs and consumer protection at NCAA, said the disruption was caused by a technical issue with the operating aircraft earlier in the morning, describing it as “force majeure”.

“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,” Achimugu said.

“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.

“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.

“The original flight time was 15:30, not mid-day.”

The director defended Ibom Air’s record, noting that it is one of the most punctual airlines in the industry.

He said Nigeria’s skies remain safe because aircraft are not cleared to operate once any safety risk is detected, no matter how minor.

“We prefer the 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 added.

Achimugu apologised to all affected passengers, adding that more aircraft are expected to be deployed into Nigeria’s aviation sector soon.