If you’ve ever sat in the departure area of an airport just for the flight to be cancelled or to be told your luggage will arrive sometime in the next 15 hours, you know how air travel can suck. In all of these situations, the airline owes you for your trouble. Sometimes it’s good customer service, and other times it’s the law.

Know Your Rights before you book your tickets.

You have to be prepared for the unforeseen before you get to the airport. Good preparation begins with knowing your passenger rights.

The story of Mr Okeke, a passenger with a local airline comes to mind. Mr Okeke hoped to catch a quick flight from Lagos to Abuja, at the early hours of June 25th, 2013. He got to the airport early, checked in and got ready to travel. On getting to his destination, his Patent Leather Traveling Bag was nowhere to be found. This bag contained important business documents, his international passport, amidst other valuables.

He reprimanded airline officials about this and they promised to deliver his luggage via the next inbound flight, at 6pm same day. Evening time came? No news. One week, two weeks…..One month, still nothing. What was worse? The manner at which Mr Okeke was treated by airline staff; with utmost lack and colossal levity! It was a terrible service.

In frustration, he let the case go.

The Consumer Protection Regulation in Nigeria was created to enlighten airline passengers on how the Regulations of the Nigerian Civil Aviation Authority (NCAA) caters for individual consumer needs. This regulation was solely promulgated for the protection of the rights of air travelers. The rights are drawn from Part 19 of “Nig. CARs 2012, Vol. II.”

It would please you to know that all airlines both foreign and domestic are subject to the provisions of the regulation.

And any defaulting airline is made to compensate us for our loses. The legislation covers, overbooking of flights, denied boarding against the will of a passenger (involuntary), delayed scheduled flights, and cancelled scheduled flights and loss of personal belongings.

Here are some of the legal rights you may not know you have:

1. The right to the full value for your money
2. The right to compensation for flight cancellation, delays, damaged/loss baggage and denied boarding for reasons other than technical, weather conditions, air traffic control restrictions, security risks and industrial disputes that affect the operation of the flight.
3. The right to book and confirm tickets with any airline of your choice
5. Right to Care/Hospitality.
6. The right to the provision of a conducive airport environment before, during, and after flights
7. The right to seek redress for all irregularities during your flight.
8. The right to timely feedback in respect of matters/complaints lodged with service providers
9. The right to be fully informed about flight status.
10. The right to be treated with respect and dignity irrespective of race or physical condition.

How do we go about lodging complaints?

The first step to lodging complaints appropriately, is to approach the specific airline authorities. This should be done formally, and should be documented. If after 21 days of formal complaint, you have not received any favorable response; Please complain to the Authorities (NCAA) immediately.

You could go about taking it up with the NCAA by obtaining a Consumer Protection Complaint/Suggestion form from any NCAA Consumer Protection Service desk, or the NCAA office in the airport Terminal.

Taking it to the social media

The social media is fast becoming the most immediate channel of lodging air travel complaints in recent times. For so many it works like magic, for some others its been unfavorable. However, If you’re stuck for a while and your issue still hasn’t been resolved to your liking, you can take the option of taking the issue up with the airline on Facebook or Twitter.

This should be done most politely and cautiously. Make sure the company’s account isn’t just a broadcast medium, and you often times see them replying to customers, before you start blasting their page with public complaints or mentions. If you don’t hear back, then public mentions and wall posts are in order.

Airlines generally, will often gloss over passenger rights and try to give you what works best for them, not necessarily for you, and your best defense is to know your rights and to be willing to exercise them.

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Jennifer Nagu is a freelance writer, speaking enthusiast, blogger and Aviation expert. She is also Creative Director of Amakrafts, a Startup Ankara design entity in Lagos Nigeria. Follow on Instagram @JENNYAMAH.