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.
