The Consumer Protection Department (CPD) is a division of the Nigerian Civil Aviation Authority (NCAA). It was launched in March 2001, to ensure that all aviation consumers obtain the best services in air transportation.

Its main mission is to serve as the eagle eye of the industry by being responsible for informing, educating and protecting consumers as well as ensuring the provision of quality services in the aviation industry.

Due to the demand from our followers, we have decided to give you this information. Please note that theCPD has a desk at the nation’s airports (we have only confirmed for Lagos airports now) where you can make on the spot complaints.

- If your flight will be re-routed or delayed, you must be notified at least 2hours in advance.

- If you have a ticket or print-out that shows a confirmed reservation for a specific flight and date, an agent cannot deny you boarding because you have no reservation in the computer.

-If you need to cancel a ticket purchased under a non-refundable fare, you must be able to apply the fare you paid toward a future flight, minus any applicable charge or cancellation fees.

- You have a duty to arrive before the time on your ticket. Even if you have already checked in for your flight, an airline can cancel your reservation if you are not at the departure gate on time.

- You must be compensated if a flight departs before the ticketed time.

- If you do not check your baggage in sufficient time for it to be loaded on your flight, the airline will not be responsible for any delay in the delivery of your baggage to your destination

- If however, your baggage is delayed or lost, you must be compensated within 5 business days.

- If your flight is delayed for over 1hour, cancelled or you are denied boarding, you have a right to compensation.

- You have a duty to be courteous to staff and agents of airline operators.

- If airline staff or agents treat you discourteously, you must be compensated by the airline.

- You have a right to refreshments in-flight and when there is a delay of more than 1hour.

The airline must provide decent lodging and feeding for you if your flight is delayed overnight.

- As a passenger with mobility or other special needs, you have a right to priority treatment.

- You have a right to sanitary restrooms in-flight.

- You have a right to best price information; and flexible/refundable tickets at cost.

- All adults are required to present photo identification upon check-in and at boarding.

- If too many people show up for your flight, the airline must ask for volunteers to give up their seats for rewards from the airline (such as vouchers for future travel, a hotel stay or even cash.) The rewards must be negotiated on an individual basis with the airline.

- If you are involuntarily denied boarding, the airline must explain your rights in a written document, which must state how the airline decides who gets to stay on an oversold flight. You may keep your ticket and use it on another flight. If you choose to make alternative arrangements, you can request an “involuntary refund” for the ticket.

You have a right to choose between quiet and entertainment in-flight.