Air Peace, Aero Contractors refund millions to passengers for delayed, canceled flights in 2024

In a year marked by flight disruptions and soaring ticket prices, Nigerian airlines Air Peace and Aero Contractors refunded millions of naira to passengers in 2024.

This was revealed in a report released by the Nigeria Civil Aviation Authority (NCAA) on Monday, highlighting the efforts made to address passenger grievances stemming from delays, cancellations, and cabin class downgrades.

According to the NCAA, Air Peace compensated 1,901 passengers in November 2024 alone, while Aero Contractors issued refunds to over 20 passengers throughout the year.

These compensations, the regulator emphasized, were a necessary step to maintain trust in the aviation industry amidst operational challenges.

The report, signed by Michael Achimugu, NCAA’s Director of Public Affairs and Consumer Protection, noted that business class downgrades were the most frequent issue for Air Peace, with affected passengers receiving a 65% discount as compensation.

Passengers impacted by technical issues, unscheduled maintenance, operational disruptions, and aircraft swaps were also compensated. On November 16, 2024, Air Peace implemented a 25% discount for 129 passengers on flight 7170 from Lagos to Benin City due to operational issues. Similarly, 117 passengers on flight 7425 from Kano to Abuja received compensation for disruptions on November 4, 2024.

These gestures came as Air Peace raised its airfares on domestic routes by over 100% in November after launching its Lagos-London flight service, drawing mixed reactions from the public.

Achimugu, speaking to reporters, emphasized that the NCAA’s decision to publish the compensation figures was aimed at fostering transparency and countering skepticism about the regulator’s effectiveness.

“This is to show passengers and stakeholders that airlines in Nigeria do pay compensation. Many people doubt this, and that’s why we’re now putting the facts and figures out there,” Achimugu said.

He also stressed the NCAA’s commitment to holding airlines accountable while ensuring that passengers receive what they are owed. “We often see viral videos online from dissatisfied passengers, but when these issues are resolved, no one comes back to acknowledge it. So, we’ve decided to blow our own trumpet and let everyone know the work we’re doing,” he added.

The report is a reminder of the turbulence that characterized Nigeria’s aviation sector in 2024, from flight delays to skyrocketing ticket prices. While airlines like Air Peace and Aero Contractors took steps to address passenger complaints, these disruptions underline the importance of robust consumer protection mechanisms in the industry.

As the NCAA continues to push for transparency and accountability, passengers are encouraged to report grievances and remain aware of their rights. The publication of these compensation figures, according to Achimugu, is just the beginning of efforts to rebuild public confidence in the aviation sector.

“It’s about fairness and trust,” he said. “Passengers deserve to know that their complaints are not falling on deaf ears and that we’re committed to making things right.”