NCAA Fines RwandAir N15m Over Delayed Resolution Of Baggage Complaint

The Nigerian Civil Aviation Authority has fined RwandAir N15 million for failing to resolve a passenger’s damaged baggage complaint within the timeframe stipulated by aviation regulations.

The sanction was announced by the NCAA Director of Public Affairs and Consumer Protection, Michael Achimugu, on Friday, as the regulator intensified enforcement of passenger protection rules.

According to the NCAA, RwandAir failed to address the complaint within the prescribed period, constituting a consumer protection violation under the NCAA Regulations 2023.

In addition to the fine, the airline was directed to replace the passenger’s damaged baggage and pay $170 as first needs compensation in line with Part 19 of the regulations.

The latest sanction comes amid increased regulatory scrutiny of airlines operating in Nigeria over complaints relating to baggage handling, flight disruptions, refunds and poor communication with passengers.

The NCAA has in recent months taken enforcement action against several international and domestic carriers. In July, it threatened to suspend Royal Air Maroc’s operations in Nigeria over persistent consumer protection infractions, including baggage handling problems and delayed resolution of passenger complaints.

The regulator had also raised concerns over the airline’s failure to attend meetings on unresolved complaints, before the carrier subsequently met with NCAA officials and presented an improvement plan for its Nigerian operations.

The NCAA said its regulatory measures were not intended to drive airlines out of business but to ensure safe, efficient and lawful operations while protecting the rights of passengers.