United Nigeria Airlines has apologised to governance expert Joe Abah over a six-hour delay to his flight from Enugu to Abuja, acknowledging that its communication with affected passengers fell below expectations.

Mr Abah, who was scheduled to travel from Enugu to Abuja at 8:30 a.m. on Tuesday, said the flight was eventually delayed until 3 p.m., prompting him to question the airline’s explanation and demand an immediate refund.

In a post on X on Tuesday, Mr Abah tagged United Nigeria Airlines and the Nigeria Civil Aviation Authority (NCAA), demanding an explanation for the disruption and asking the regulator to outline how affected passengers would be compensated.

He said ground staff in Enugu and Abuja could not explain the delay, while a customer service representative who promised to investigate and call him back failed to do so.

Mr Abah also questioned the airline’s explanation regarding the weather, noting that Enugu Air and Air Peace operated flights from Enugu around the scheduled time.

He further said United Nigeria Airlines’ staff told him the aircraft had been diverted to Anambra because of weather conditions but subsequently operated flights between Anambra and Abuja.

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

United Nigeria Airlines responded to Mr Abah on Wednesday, apologising for the disruption and acknowledging that its communication and follow-up with passengers were inadequate.

The airline said the aircraft scheduled to operate the Enugu flight had begun its operations in Lagos, where it was fourth in the departure queue because of runway congestion.

It said other aircraft departed ahead of it and arrived in Enugu before weather conditions deteriorated.

By the time its aircraft approached Akanu Ibiam International Airport, Enugu, conditions had worsened, making landing difficult, it said.

The aircraft consequently diverted to Anambra in line with aviation safety procedures.

The airline said weather conditions could vary across routes and airports, as well as change within short periods, explaining why other airlines might have landed in Enugu while its aircraft could not.

“At United Nigeria Airlines, safety is non-negotiable,” it said, adding that decisions are guided by flight crew judgement, prevailing meteorological information and safety protocols.

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

“While weather-related disruptions may sometimes be beyond an airline’s control, keeping passengers adequately informed remains our responsibility, and we acknowledge the need to improve in this regard,” it added.

United Nigeria Airlines said Mr Abah does not need to wait for seven working days until his refund to be processed.

It asked him to complete a refund request form on its official website, saying the request will be treated for immediate processing once submitted.

The airline also expressed regret over his decision never to fly with it again, saying it recognised that passengers’ trust depends on consistent service and accountability.

Mr Abah is a public policy and governance expert who previously served as the director-general of the Bureau of Public Service Reforms. He is known for his advocacy on public sector accountability and service delivery.

The incident has again drawn attention to passengers’ concerns over prolonged flight delays, inadequate communication and the handling of refunds by domestic airlines.

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Nigeria’s Civil Aviation Regulations provide consumer protection provisions covering flight delays, cancellations, passenger assistance and compensation in qualifying circumstances.

The NCAA advises passengers to first lodge complaints with airlines and escalate unresolved cases to its Consumer Protection Department.

While weather and operational challenges may disrupt flight schedules, the incident raises questions about how airlines communicate delays, explain operational decisions and ensure passengers receive remedies in accordance with aviation regulations.

PREMIUM TIMES contacted Mr Abah to confirm whether he has received a response from the airline, but is yet to receive a response from him.

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