Airline Ordered to Replace Bag, Pay $170 Compensation Over Unresolved Complaint
The Nigerian Civil Aviation Authority (NCAA) has sanctioned RwandAir to the tune of ₦15 million over a consumer protection violation involving a passenger’s damaged baggage.
NCAA spokesperson Michael Achimugu announced the sanction in a post on his personal X handle on Friday.
The fine was imposed for the airline’s failure to resolve the passenger’s baggage complaint within the stipulated timeframe, in violation of Part 19 of the NCAA Regulations 2023.
The regulation provides for consumer protection, compensation and other remedies for passengers affected by baggage-related issues.
In addition to the fine, the NCAA directed RwandAir to replace the damaged bag and pay the affected passenger $170 as first-need compensation.
The authority said the sanction reinforces the need for airlines to address passenger complaints promptly and comply with Nigeria’s consumer protection regulations.