By VICTOR IKOLI
The recent cancellation of United Nigeria Airlines flight NUA 0524, scheduled to depart from Lagos to Bayelsa on December 4, 2024, just eight hours before departure, is both shocking and unacceptable. This abrupt disruption, justified merely as “operational reasons,” underscores a troubling disregard for passengers’ time, commitments, and emotional well-being.
For me, this cancellation goes beyond inconvenience—it is deeply personal and distressing. Having purchased my ticket three weeks in advance, this flight was crucial for attending my father’s funeral in Bayelsa on December 6. To my utter disbelief, the airline’s proposed alternative was for me to rebook and travel on December 6, the very day of the funeral. This lack of sensitivity and foresight is simply outrageous and highlights the airline’s failure to appreciate the gravity of its passengers’ circumstances.
The Cost of Poor Planning
Flight cancellations, while sometimes unavoidable, demand responsibility and empathy from the airline. Passengers rely on airlines to honor their schedules, and when disruptions occur, it is the airline’s duty to minimise the fallout. Unfortunately, United Nigeria Airlines has demonstrated a gross inability to manage such situations effectively.
Last-minute cancellations cause Widespread chaos—missed events, non-refundable bookings, emotional distress, and financial losses. By pushing the burden onto passengers to confirm rescheduling or make alternative plans without proper compensation or support, the airline has failed to uphold its basic contractual and ethical obligations.
Legal and Ethical Accountability
Under aviation laws and international standards, airlines are required to honor their commitments or provide adequate alternatives and compensation for disruptions. United Nigeria Airlines’ dismissive response and lack of urgency to resolve these issues reveal a disregard for these principles.
A Call to Action
As a passenger deeply affected by this incident, I demand that United Nigeria Airlines take immediate and meaningful action:
Adequate Compensation: Offer full refunds or compensation for the inconvenience, especially for those with urgent commitments like funerals or medical emergencies.
Proactive Alternatives: Ensure passengers are promptly rebooked on earlier flights or other airlines to meet their critical schedules.
Enhanced Communication: Provide clear, timely, and empathetic communication to passengers in the event of disruptions.
Operational Reforms: Address underlying inefficiencies to prevent such last-minute cancellations from recurring.
The Bigger Picture
This incident highlights a larger issue within Nigeria’s aviation industry—the urgent need for better regulation, enforcement of passenger rights, and improved customer service. Passengers are not just ticket holders; they are individuals with lives, plans, and commitments that must be respected.
United Nigeria Airlines must remember that its reputation is built on trust and reliability. Any failure to address these concerns will leave passengers with no choice but to seek legal redress for breach of contract and the emotional and financial damages caused.
In this difficult time for my family, I am disheartened by the airline’s insensitivity. However, I hope this article serves as a wake-up call for United Nigeria Airlines and others in the industry to prioritize their customers’ needs and restore the trust that has been so carelessly eroded.
•Ikoli is former President, Nigerians in Diaspora Organisation, Qatar
