The Nigeria Civil Aviation Authority (NCAA) has imposed a ₦15 million fine on RwandAir over a consumer protection infraction arising from the airline’s failure to resolve a passenger’s damaged baggage complaint within the stipulated timeframe.
The sanction was disclosed by the NCAA Director of Public Affairs and Consumer Protection, Michael Achimugu, on his X account on Friday.
According to Achimugu, the regulatory action follows the airline’s failure to resolve the baggage-related complaint within the period required under Nigeria’s aviation consumer protection regulations.
In addition to the ₦15 million fine, the NCAA directed RwandAir to replace the passenger’s damaged baggage and pay $170 as first-need compensation.
The compensation is provided for under Part 19 of the Nigeria Civil Aviation Regulations (Nig.CARs) 2023, which provides consumer protection provisions covering, among other issues, delayed, lost and damaged baggage.
The NCAA’s passenger-rights guidelines state that passengers are entitled to compensation for damaged or lost baggage, while international passengers whose baggage is delayed are entitled to a first-need payment of $170. The regulations also establish the carrier’s liability for baggage that is destroyed, lost, damaged or delayed.
The latest sanction highlights the regulator’s increasing emphasis on airlines’ obligations to resolve passenger complaints within prescribed timelines, rather than leaving affected travellers to pursue unresolved claims indefinitely.
Under the NCAA’s established consumer protection process, passengers are expected to first lodge complaints with the airline and give the carrier an opportunity to resolve the matter. Where the airline fails to resolve the complaint, the passenger can escalate the matter to the NCAA’s Consumer Protection department.
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