NCAA Slams United Nigeria, Orders Route Cuts, Refunds As Passenger Anger Mounts

• The Nigeria Civil Aviation Authority has ordered United Nigeria Airlines to scale down its flight operations and align its routes with the number of aircraft available, following a series of operational disruptions that left passengers stranded and dissatisfied.

• NCAA Director-General, Capt. Chris Najomo, warned the airline against expanding beyond its operational capacity, stressing that commercial growth must not come at the expense of reliable service, passenger welfare and compliance with aviation regulations.

• The regulator accused United Nigeria of serious failures in passenger communication, particularly over flight delays and ticket refunds, describing the recent disruptions as “gross” and warning that such non-compliance would no longer be tolerated.

• United Nigeria Airlines apologised for the disruptions and pledged to clear all outstanding ticket-refund cases within 14 days, while the NCAA directed the carrier to comply fully with passenger-rights requirements under Part 19 of the Nigeria Civil Aviation Regulations 2023.

September 10, () – The Nigeria Civil Aviation Authority (NCAA) has slammed United Nigeria Airlines over recent operational disruptions, ordering the carrier to cut back its active routes, improve flight operations and honour passenger refunds within the stipulated timeframe.

The directive was issued during a consultative meeting between the airline’s management and senior NCAA officials at the Authority’s corporate headquarters in Abuja on Wednesday, September 9.

The meeting followed concerns over recent disruptions involving the airline, including passengers being stranded and, in some cases, allegedly left without adequate information or assistance concerning the status of their flights.

The NCAA’s intervention effectively puts United Nigeria on notice that its route network must correspond with its actual fleet capacity and operational strength.

The regulator warned the airline against maintaining an expansive flight schedule when it does not have enough serviceable aircraft to reliably operate the routes.

Speaking at the meeting, NCAA Director-General of Civil Aviation, Capt. Chris Najomo, said the regulatory framework was not intended to drive airlines out of business but to ensure that operators conduct sustainable, efficient and lawful operations.

He stressed that the commercial interests of airlines could not override the rights and welfare of passengers.

Najomo specifically warned United Nigeria against operating beyond its available capacity, saying airlines must have the operational resources required to deliver the services they sell to passengers.

The regulator also warned United Nigeria against opening new destinations without first ensuring that the necessary aircraft, personnel and operational resources are available.

NCAA Condemns Passenger Communication

The Director, Public Affairs and Consumer Protection, Michael Achimugu, raised serious concerns about what he described as the airline’s systematic failure to comply with operational and consumer-protection requirements contained in Part 19 of the Nigeria Civil Aviation Regulations (Nig. CARs), 2023.

Achimugu was particularly critical of the airline’s handling of communications with passengers during disruptions.

He expressed concern over the information being provided to passengers concerning flight delays and ticket refunds, stressing that travellers were entitled to clear and timely information when airlines experienced operational difficulties.

Describing the recent disruptions as “gross”, Achimugu warned that such brazen non-compliance would no longer be tolerated by the apex aviation regulator.

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The NCAA’s intervention comes amid persistent concerns across Nigeria’s domestic aviation sector about flight delays, cancellations, inadequate passenger communication and difficulties encountered by travellers seeking refunds.

The Authority has consistently maintained that passenger rights are not optional and that airlines are required to comply with the provisions of the consumer-protection regulations.

United Nigeria Asked To Cut Routes During AOG

Also speaking at the meeting, the Director, Operations, Licensing and Training Standards, Capt. Donald Spiff, urged United Nigeria to scale down its active operational routes whenever it experiences significant Aircraft-On-Ground situations.

According to him, an airline must ensure that its operational commitments are realistic and supported by its available fleet.

Spiff also cautioned the carrier to strictly follow established regulatory procedures whenever it seeks to open new destinations.

The directive means United Nigeria is expected to review its route commitments whenever its available aircraft capacity falls below the level required to sustain its published schedule.

In response to the NCAA’s concerns, United Nigeria Airlines apologised for the recent disruptions and promised to resolve all outstanding ticket-refund cases within 14 days.