Soon, airlines will no longer take passengers for granted

From all indications, the days when airlines operating in the country took passengers for granted may soon be over. Hopes in this regard rose when aviation industry regulator, the Nigerian Civil Aviation Authority (NCAA), recently unveiled the “Passengers’ Statement of Right and Airlines’ Obligation” otherwise known as Air Passengers’ Bill of Rights.

The bill of rights, which is currently being fine-tuned by the NCAA, is designed to check the violation of passengers’ rights by domestic and foreign carriers, among them incessant delays and cancellations of flight resulting in loss of passenger baggage. When passed into law by the National Assembly and assented to by President Goodluck Jonathan, the law will empower NCAA to sanction airlines accused of rights violation by passengers.

Unveiling the bill, NCAA Director General, Dr. Harold Demuren, had said: “As we move forward in addressing passenger rights, it is important to remember that there are many views to consider. There are first and foremost the passengers, but we must also consider what is reasonable for the airlines and airports. We cannot ask them to provide services for which they do not have the resources. Ideally, we will reach the point where competitiveness will begin to resolve the need for legislation, that is to say, that once the airlines, as well as, airports begin utilising services and benefits to draw customers in, there would be competition for passengers, thus providing them with excellent service.”

Demuren disclosed that NCAA is seeking industry input in the final stage of drafting the bill, before the primary aviation law could be gazetted by the Federal Government and thus become operational. Below are some of the provisions of the Passengers’ Bill of Rights:

•If your flight will be re-routed or delayed, you must be notified at least two hours in advance.

•If you have a ticket or print-out that shows a confirmed reservation for a specific flight and date, an agent cannot deny you boarding because you have no reservation in the computer.

•If you need to cancel a ticket purchased under a non-refundable fare, you must be able to apply the fare you paid toward a future flight, minus any applicable charge or cancellation fees.

•You have a duty to arrive before the time on your ticket.

Even if you have already checked in for your flight, an airline can cancel your reservation if you are not at the departure gate on time.

•You must be compensated if a flight departs before the ticketed time.

•If you do not check your baggage in sufficient time for it to be loaded on your flight, the airline will not be responsible for any delay in the delivery of your baggage to your destination.

•If, however, your baggage is delayed or lost, you must be compensated within five business days.

•If your flight is delayed for over 1hour, cancelled or you are denied boarding, you have a right to compensation.

•You have a duty to be courteous to staff and agents of airline operators.

•If airline staff or agents treat you discourteously, you must be compensated by the airline.

•You have a right to refreshments in-flight and when there is a delay of more than 1hour.

•The airline must provide decent lodging and feeding for you if your flight is delayed overnight.

•As a passenger with mobility or other special needs, you have a right to priority treatment.

•You have a right to sanitary restrooms in-flight.

•You have a right to best price information; and flexible/refundable tickets at cost.

•All adults are required to present photo identification upon check-in and at boarding.

If too many people show up for your flight, the airline must ask for volunteers to give up their seats for rewards from the airline (such as vouchers for future travel, a hotel stay or even cash.) The rewards must be negotiated on an individual basis with the airline.

If you are involuntarily denied boarding, the airline must explain your rights in a written document, which must state how the airline decides, who gets to stay on an oversold flight.

You may keep your ticket and use it on another flight. If you choose to make alternative arrangements, you can request an “involuntary refund” for the ticket.

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