The Consumer Protection Council (CPC) has ordered the management of Aero Contractors to compensate 39 passengers who were enrolled on flight AJ132 on November 8, 2013.
The airline was adjudged to have abused the rights of the passengers after abandoning them at the Abuja airport and leaving them stranded overnight.
CPC’s Director-General, Mrs. Dupe Atoki, said: “Each of the passengers of the flight should be paid N5,000 for snacks and drinks due to them after one hour as well as meals and drinks due after two hours of delay; The passengers are also entitled to N1, 000 for two free telephone calls, SMS or email; N10, 000 for return transportation to and from the airport; N25,000 for hotel accommodation; and 25 per cent of their ticket value for the cancellation of the flight without notice.
“The council also directed the airline to review and submit to it within 90 days, its Disruption/Crises Management Manual in line with the PBR; establish a customer service platform in each airport in Nigeria and its other locations to facilitate on-the-spot resolution of consumer complaints and report to the Council within 180 days.”
Atoki added: “They are also to develop and submit to the Council within 30 days a prototype statement, which Aero Contractors will be presenting to passengers at check-in, in respect of payment of the relevant refund/compensation when flights are cancelled without notice and in the event of class downgrade.”
Speaking on how the CPC waded in the matter, she disclosed, “The council caused a public notice to be placed on national television and in a national daily on the 19th of November 2013 , inviting all passengers on board Flight AJ132 or any person who may have relevant information, experienced any loss, or witness events on account of the operation of the said flight to provide information on the council.
“Subsequently, the council issued a notice dated 25th November 2013 to Aero Contractors of its intention to commence investigation with respect to the said possible violation of consumer rights.
“In response to the council’s public notice, it received a letter dated 29th November, 2013 from law office representing 34 passengers of the said flight and demanding the payment of damages for undue delay and neglect.”