The Nigerian Civil Aviation Authority (NCAA) has sanctioned Ethiopian Airlines alongside four other carriers for breaching passenger rights, marking a significant regulatory intervention aimed at safeguarding air travelers during the peak holiday season.
Ethiopian Airlines, Africa’s largest and most prestigious carrier, was implicated in violations of NCAA regulations under Part 19, which govern passenger rights. The airline is accused of failing to process refunds within stipulated timelines, mishandling and short-landing baggage, and not responding promptly to directives issued by the NCAA. These infractions have intensified frustrations among passengers amid ongoing flight disruptions.
A Blow to Ethiopian Airlines’ Reputation
As a flagship airline in Africa known for its global reach and operational excellence, Ethiopian Airlines’ inclusion in the NCAA’s enforcement action has raised eyebrows. The sanctions come at a time when passengers are increasingly vocal about poor customer service, delayed flights, and unresolved complaints, particularly during the busy yuletide period.
The NCAA has made clear that even leading international carriers like Ethiopian Airlines are not exempt from regulatory compliance. Michael Achimugu, the NCAA’s Director of Public Affairs and Consumer Protection, announced the sanctions during a press briefing in Abuja, stating that airlines failing to uphold passenger rights would face consequences.
“We are committed to protecting passengers and ensuring airlines adhere to the rules,” Achimugu said. “The enforcement actions taken against Ethiopian Airlines and others are necessary to restore confidence in air travel.”
Seasonal Challenges and Accountability
While Achimugu acknowledged that weather-related disruptions, such as harmattan-induced poor visibility, are outside the airlines’ control, he emphasized that the sanctions target incidents where airlines are directly at fault. Refund delays, ignored directives, and mishandled baggage fall squarely within the airline’s responsibility.
“Force majeure events, such as harmattan, cannot be blamed on the airlines. However, these sanctions address instances where the airlines failed to meet their obligations to passengers,” Achimugu added.
Passengers’ Growing Discontent
For many Nigerian travelers, Ethiopian Airlines has been a go-to option for international travel, but the recent sanctions highlight growing dissatisfaction with its handling of passenger grievances. Complaints about delayed refunds and luggage issues have tarnished the airline’s otherwise stellar reputation.
The NCAA had previously warned airlines to process refunds within 14 days for online ticket purchases and immediately for cash transactions. Failure to comply with these rules prompted the Authority to act decisively.
As the NCAA ramps up its enforcement efforts, Ethiopian Airlines and other affected carriers are expected to address the lapses and improve their services. Achimugu revealed plans to summon the CEOs of all sanctioned airlines for discussions on flight disruptions and regulatory compliance.
Ethiopian Airlines has yet to issue an official statement on the matter, but the sanctions serve as a stark reminder that even the most renowned carriers must prioritize passenger rights to maintain their reputation and regulatory standing. Passengers and industry stakeholders will closely monitor how the airline addresses these concerns moving forward.
Addis insight is bulshit which always used to report only negative side of its own country as an enemy.
I am one of the passengers who have not got any acknowledgment for a REFUND in August 2022 after a lost baggage which took the airline 3 weeks to find.
I sent all receipts which I spent buying new clothes and other necessities up until now there had never been a RESPONSE or let alone an ACKNOWLEDGMENT
I thought you were not biased and your reporting was balanced.Do you really think EAL was blown away? Just look around. Nigerians killed their airline some 30 years back. They could not resurrect it over these years..Ethiopian came and tried to bring it back from oblivion. Most were jealous, to some it was their ego. Unfortunately people like you thought this was your opportunity but never underestimate. We are roaring and going forward. Look at DRC, the
latest example. Unfortunately I’m done with you, Addis Insight. But ET is flying through .
It happen to me when I was travel from Addis to Dubai they hold me with out any reason and also they change my seat with out any reason shame on them
They still owe me a refund for 200 Canadian dollars because they booked my luggage to go to Toronto instead is Calgary airport in March this year and had to pay Canada Airlines from my pocket. Have tried to follow up but as of July noone is communicating
How do we get the refunds
I am not surprised that Ethiopia is sanctioned for violating passengers’ rights. They lost my luggage on 10/17/2024 and are refusing to refund the value of my belongings.
I have been sending them emails but they are ignoring all of them. What should I do. How can I testify
I welcome the sanction. Customer service has gone from bad to worst. I witnessed several ground staff in Addis with very unprofessional attitude towards passengers. The airline needs to evaluate itself.
This is just one episode of a growing pain. I am its genius management staff will amicably address this snafu. It is still the best and it must always keep in mind that the higher it up there will be some other stragglers that will do anything to bring it down. These good-for-nothings may even try to set it up to make it look bad. Get to work guys and gals!!!
That’s not cool at all when you says the airline is doing fine.when they mishandled customers and that’s become Lampard,what do you expect?Staff becomes arrogant and racialist.Let them be.
I always fly Ethiopian airlines and I agree with this report. Recently I flew from Chicago on the 18th and the lady who looked like a supervisor at the ticketing desk was very rude. She only helped Ethiopians and whites. My plea to get help fell on deaf ears. Signaled multiple times that I needed help and she just looked at me with a frowning face. On the positive side the white lady behind the counter processing the tickets was very welcoming and helpful. December 2023 I flew Ethiopian Airlines again to Africa and never used my full flight onboard wifi because it never worked. Spent 3 months trying to get my refund until I gave up.
Appreciate the action taken against Ethiopian Airlines. Because of the moral pain and financial burden the mistreatment of this Airlines causes, many of us even developed bad memories and shocking experiences of visiting Ethiopia and our loved ones specially in Bole airport, their save heaven, where this Airline goes unaccounted.
I fieel like you said don’t touch me because I am big and untouchable. Sir, you are not talking with Ethiopian people travelers. You have to behave like responsible global public servant.
This does not come as a surprise. Ethiopian Airlines take passengers for granted. Lost baggage, filthy and inhuman transit hotels very far away from the airport, meals not fitting of humans in transit hotels. My last transit hotel in Addis Ababa leaves much to be desired. I travelled to Zambia from the Seychelles and we had a long lay over in Addis and I was taken to the most useless hotel in the noise shanty neighbourhood with stinking rooms. We arrived in Addis at 8.15pm and when we get out to take the bus to the hotel, the driver disappeared 30 minutes and when he got back he could not start the bus. Angry and disappointed, we started pushing him to take us he then said we needed to wait in the bus for 1 hour because the hotel was not ready for us yet. Hating this behaviour i demanded we be taken there and that meant exchanging hot words with uncompromising driver. After bitter exchange we left and alas we got to a hotel that didn’t have rooms ready. As an outspoken person pressing for our rights I was given a room upon arrival as though to avoid further altercation and I was treated like a king. Besides all those the room was useless not fitting for me.
It was smelly yet the staff claimed it was the best room on the hotel given only to special guests…
This is just like from an ocean with spoon. It’s been a while since Ethiopian airlines has been violating passengers & their luggage. There are a lot of employees who trespasses your boundaries even i saw a lot of people crying because of their lost baggage & some items from their luggages. To cut a long story short you need to be careful or look for another airlines until they fix their services.
I consider myself lucky if all my luggage arrived on the same flight as me. It was never lost but delivered a day later or so.
Ethiopian Airlines, who is so many prestigious award winner doesn’t deserve this. I know Nigerian passengers are very demanding beyond their rights on a given flight. They are disrespectful to passengers and the flight crue. I am not sure what the extent of the Authority NCAA and what it means the decision it passed and how it will impact ET. How ever Ethiopian Airlines is operating beyond Customer satisfaction.
I say again, Nigerian travelers ate very demanding beyond their rights. They are disrespectful. I don’t think that ET reported their bad behaviour except tolerating them. I saw them on different flights.; ET, Emerates,Turkush. Same behaviour all over. They don’t have any morale to abuse ET. First , let them stop and think about how they are bahvjng. They actvon a flight asbif they bought the plane or the entire Airline.