NCAA fines Xejet Airways over passenger rights violations

The Nigeria Civil Aviation Authority has sanctioned a domestic carrier, XEJET Airways, over alleged violations of passenger rights, imposing a fine of N2m on the airline for consumer protection-related infractions.

The sanction, according to the Director of Public Affairs and Consumer Protection of the NCAA, Michael Achimugu, forms part of ongoing efforts to compel airlines to improve service delivery and ensure that passengers are treated fairly within Nigeria’s aviation sector.

Although details of the specific infractions were not disclosed, the NCAA spokesperson said the penalty was connected to breaches of consumer protection regulations designed to safeguard passengers against poor treatment, operational lapses, and service failures by airlines.

Speaking with our correspondent on the development, Achimugu confirmed that the airline had indeed been penalised by the authority. “Yes, it’s true, we are imposing sanctions on XEJET to the tune of N2m over violations of consumer protection,” Achimugu said.

He explained that while the regulatory body remained committed to enforcing standards, it was also conscious of the fragile operating environment facing domestic airlines and therefore tried to ensure that sanctions did not cripple their operations.

“Much as we are trying and ensuring that airlines are not regulated out of operations, we ensure that the sanction is minimal so airlines can continue to fly in Nigeria,” he stated.

Achimugu further stressed that the objective of the penalty was not revenue generation but to compel compliance and improve passengers’ experiences across the aviation industry.

“N2m is manageable. You should already know that sanctions are not to make money for us but to correct wrongdoings and improve the quality of their service, that’s all,” he added.

The development comes amid growing complaints from air travellers over flight delays, cancellations, poor communication, and inadequate customer care by some domestic carriers.

Many passengers have repeatedly called on the NCAA to adopt tougher measures against erring airlines to restore confidence in the sector.

A traveller, Adeniran Jones, who claimed she had suffered delays at airport terminals in Nigeria, viewed the sanction as a good way of restoring passengers’ confidence in the industry’s regulatory framework.

“This is what passengers have been asking for. When airlines know there are consequences for poor treatment, they will sit up and do the right thing.”

When contacted, the spokesperson of the airline, Juliet Atikpekpe, confirmed the development, adding that the sanction was being handled by the authority. “I can’t really speak further now. Let’s continue the conversation tomorrow. That is the only thing I can say for now,” she said.