What to Do When Your Flight Gets Delayed or Cancelled

Experiencing a flight delay or cancellation can be frustrating, especially in Nigeria’s bustling aviation sector. However, understanding your rights and the appropriate steps to take can alleviate some of the stress. Here’s a comprehensive guide to navigating such situations:

Know Your Rights as a Passenger

The Nigerian Civil Aviation Authority (NCAA) has established regulations to protect passengers in events of flight delays and cancellations. Familiarizing yourself with these rights ensures you’re adequately compensated and cared for.

For Flight Delays:

• Delays of 2 to 3 Hours: Airlines are obligated to provide refreshments such as water, soft drinks, snacks, and two free telephone calls, SMS, or emails.
• Delays Beyond 3 Hours (Between 10 PM and 4 AM): Passengers are entitled to free accommodation and transportation to and from the airport.

For Flight Cancellations:

• Notification Less Than 24 Hours (Domestic) or 7 Days (International): Airlines must offer meals, communication facilities, reimbursement, and re-routing options.

Immediate Actions to Take

• Stay Informed: Upon learning of a delay or cancellation, promptly check with airline staff for detailed information and reasons.
  
• Collect Documentation: Retain your boarding pass, ticket, and any written communication from the airline regarding the delay or cancellation.
  
• Request Written Confirmation: Ask the airline for a written statement detailing the delay or cancellation and the reasons behind it.

Seek Compensation and Assistance

Depending on the circumstances, you may be entitled to compensation:

• Flight Delays: For international flights delayed between 2 to 4 hours, passengers are entitled to compensation amounting to 30% of the ticket price.
  
• Flight Cancellations: Passengers can choose between reimbursement of the ticket cost or re-routing to the final destination under comparable conditions.

File a Complaint if Necessary

If you believe your rights have been violated:

• Contact the Airline: Submit a formal complaint detailing your experience and the compensation you’re seeking.
  
• Escalate to Regulatory Bodies: If unsatisfied with the airline’s response, escalate the matter to the NCAA’s Consumer Protection Directorate.

Practical Tips to Minimize Disruption

• Opt for Morning Flights: Morning flights are less prone to delays and cancellations.
• Stay Connected: Use airline apps or websites for real-time updates on flight statuses.
• Pack Essentials: Keep necessary items like medications, chargers, and a change of clothes in your carry-on to manage unexpected delays.

Consider Travel Insurance

Investing in travel insurance can provide additional protection against unforeseen disruptions, offering coverage for delays, cancellations, and lost luggage.

While flight delays and cancellations can be inconvenient, being well-informed and prepared can significantly reduce the associated stress. By understanding your rights and taking proactive steps, you can navigate these challenges more effectively within Nigeria’s aviation landscape.