United Nigeria Airlines says sorry after expert questions long flight delay

United Nigeria Airlines has said sorry to governance expert Joe Abah for a six-hour delay on his flight from Enugu to Abuja. The airline admitted that its communication with passengers was not good enough.

Mr Abah was supposed to fly from Enugu to Abuja at 8:30 a.m. on Tuesday. Instead, his flight got delayed until 3 p.m. This made him question the airline’s reasons for the delay and ask for an immediate refund.

On Tuesday, Mr Abah posted on X, tagging United Nigeria Airlines and the Nigeria Civil Aviation Authority (NCAA). He wanted to know why there was a disruption and how the airline would compensate affected passengers.

He mentioned that the ground staff in Enugu and Abuja could not explain the delay. A customer service rep promised to look into it and call him back, but that never happened.

Mr Abah also challenged the airline’s claim about the weather. He pointed out that Enugu Air and Air Peace had flights from Enugu around the same time.

He added that United Nigeria Airlines staff told him the flight was diverted to Anambra due to weather issues. Yet, the airline still operated flights between Anambra and Abuja soon after.

“Having delayed the flight for more than six hours, it would be an absolute disgrace if the refund is not immediate,” he said.

On Wednesday, United Nigeria Airlines replied to Mr Abah. They apologized for the disruption and admitted their communication with passengers was lacking.

The airline explained that the plane meant for the Enugu flight had started in Lagos. It was fourth in line for take-off due to runway congestion. Other planes took off before it and arrived in Enugu before the weather worsened.

By the time the aircraft was ready to land at Akanu Ibiam International Airport, the weather had changed, making landing hard. The plane had to divert to Anambra for safety reasons.

The airline noted that weather can be different across routes and airports. This is why some airlines could land in Enugu while their aircraft could not.

“At United Nigeria Airlines, safety is non-negotiable,” they said. They added that decisions depend on flight crew judgment, current weather information, and safety rules.

“We would rather inconvenience our passengers than expose them to an avoidable safety risk,” the airline added.

“While weather-related disruptions may sometimes be beyond an airline’s control, keeping passengers informed is our responsibility. We recognize we need to improve in this area,” they said.

The airline told Mr Abah he does not need to wait seven working days for his refund. They asked him to fill out a refund request form on their website. They promised to process it immediately once submitted.

The airline also expressed regret about his choice to stop flying with them. They understand that earning passengers’ trust requires consistent service and accountability.

Mr Abah is a public policy and governance expert. He used to be the director-general of the Bureau of Public Service Reforms. He is known for advocating for public sector accountability and service delivery.

This incident has brought back concerns about long flight delays, poor communication, and refund processes by local airlines.

Nigeria’s Civil Aviation Regulations protect passengers in situations like delays and cancellations. The NCAA tells passengers to first complain to airlines and escalate unresolved issues to its Consumer Protection Department.

While weather and other challenges can disrupt flights, this incident raises questions about how airlines inform passengers about delays and explain their operational decisions.