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 the CPD has a desk at the nation’s
airports (we have only confirmed for Lagos airports now) where you
can make on the spot complaints.
Your Fly Rights
1. If your flight will be re-routed or delayed, you must be notified at
least 2hours in advance.
2. 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.
3. 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.
4. 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.
5. You must be compensated if a flight departs before the ticketed
time.
6. 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
7. If however, your baggage is delayed or lost, you must be
compensated within 5 business days.
8. If your flight is delayed for over 1hour, cancelled or you are
denied boarding, you have a right to compensation.
9. You have a duty to be courteous to staff and agents of airline
operators.
10. If airline staff or agents treat you discourteously, you must be
compensated by the airline.
11. You have a right to refreshments in-flight and when there is a
delay of more than 1hour.
12. The airline must provide decent lodging and feeding for you if
your flight is delayed overnight.
13. As a passenger with mobility or other special needs, you have a
right to priority treatment.
14. You have a right to sanitary restrooms in-flight.
15. You have a right to best price information; and flexible/
refundable tickets at cost.
16. All adults are required to present photo identification upon
check-in and at boarding.
17. 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.
18. 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.
19. You have a right to choose between quiet and entertainment in-
flight

http://flynaija.org/passengers-bill-of-rights/