NCAA slams Saudi Airlines with N6m fine over passenger infractions

The Nigeria Civil Aviation Authority (NCAA) has imposed a N6 million sanction on Saudi Airlines over consumer protection-related infractions.

The regulator said the penalty became necessary after the airline failed to satisfactorily resolve several outstanding consumer complaints despite receiving the NCAA’s support and ample time to comply with directives issued by the Authority.

According to the NCAA, it had previously intervened to assist Saudi Airlines during an operational crisis at the Nnamdi Azikiwe International Airport, Abuja, a few months ago.

The intervention helped prevent violence at the airport while giving the airline an extended grace period to address pending consumer issues and comply with regulatory determinations.

However, the Authority said the airline failed to fully meet its obligations, making enforcement action unavoidable.

The NCAA stated: “The Nigeria Civil Aviation Authority has sanctioned Saudi Airlines to the tune of six million naira for consumer protection-related infractions.”

It explained that the enforcement action aligns with Part 19 of the Nigeria Civil Aviation Regulations (Nig. CARs) 2023, which outlines the rights of passengers and the responsibilities of airlines operating within Nigeria.

The Authority stressed that compliance with consumer protection regulations remains a priority. It added that airlines must promptly address passenger complaints, honour regulatory decisions and maintain acceptable service standards.

According to the NCAA, its earlier support for Saudi Airlines demonstrated its commitment to helping operators maintain safe and efficient services. However, regulatory assistance does not exempt any carrier from complying with Nigerian aviation laws.

The Authority further stated: “Having supported the airline to avert violence at the Nnamdi Azikiwe International Airport a couple of months back, and allowing the grace of extended time to resolve several pending issues as well as determinations by the CAA, this sanction is necessary to ensure compliance with Part 19 of the NCAA Regulations 2023.”

The regulator expressed hope that the N6 million sanction would encourage Saudi Airlines to significantly improve its operations and customer service across its Nigerian routes.

It noted that passengers paying to travel to and from Nigeria deserve professional treatment, timely communication and full respect for their rights throughout their journeys.

The NCAA said: “It is also hoped that the airline will improve, exponentially, its Nigeria operations.”

The Authority reaffirmed that consumer protection remains central to its oversight responsibilities. It added that passengers must have confidence that complaints will receive prompt attention and that airlines will be held accountable whenever regulations are breached.

Meanwhile, the regulator assured the aviation industry that it remains committed to supporting all airlines operating in Nigeria. Such support, it explained, goes hand in hand with firm enforcement whenever operators fail to comply with established rules.

The NCAA concluded: “Paying passengers travelling to/fro Nigeria need to feel protected and respected by the carrier. The NCAA will continue to support Saudi, and every other airline, to operate at optimal capacity.”