Stranded Nigerians: FG probes Air France

• Aircraft grounded over technical problem 
• CPC seeks re-validation of airline’s position

One of Europe’s biggest airlines, Air France has responded to Nigeria’s inquest to cancellation of flight by the carrier that left many of her citizens stranded in Paris and other parts of the world.

Air France stated that it made credible efforts to secure visas for passengers who did not have any to facilitate entry into Paris for hotel accommodation.

However, it stated that the efforts to airlift them were largely unsuccessful as the French authorities declined, adding that the 134 passengers who had visas were transported at approximately 1730hrs to different hotels where the airline had secured reservations.

The inquest was initiated by the Director-General of Consumer Protection Council (CPC), Mr. Babatunde Irukera in response to several public complaints and media reports that Nigerian passengers were neglected and mistreated in Paris en route Lagos.

The CPC opened an investigation on the incident which occurred on July 18, 2018. The carrier had in response to interrogatories and requests from the CPC provided material cooperation, and information including that, admitting that it had technical issues with the aircraft shortly before departure and decided to put the passengers on different airlines.

Air France Flight AF I04, operated with Air Belgium, from CDG (Charles De Gaulle, Paris) to Lagos Murtala Muhammed International Airport, Lagos with scheduled departure for 1430hrs and estimated arrival time at Lagos of 1830hrs was initially delayed.

According to the carrier, cancellation ultimately occurred at 1415hrs “because of damage to the aircraft during boarding”.

There were 207 passengers on the scheduled flight; 23 business class passengers and 184 economy passengers.

Explaining what happened, the airline management disclosed that at the time of cancellation, there were limited re-routing solutions occasioned by limited flights still departing from other locations in Europe to Lagos the same day and at the time and point the cancellation occurred.

Other reasons according to the airline were caused by potential visa issues with transiting passengers through other European countries that have transit visa requirements/restrictions, limited available seats on other carriers as the travel period was considered a busy travel season.

The Air France representatives according to Irukera did all it could to ensure passengers were able to fly to Lagos, the same day or the next, on partner and non-partner airlines, considering visa restrictions.

Accordingly, passengers continued or concluded their flights to Lagos in a fragmented but organized manner:

The airline equally stated that some passengers were re-routed to Lagos via London with Virgin Atlantic Airways, on the same day or the next day, subject to seat availability on that airline, hinting that a significant number of passengers were re-routed through Amsterdam and transferred to KLM the next day, July 19 2018.

“Others were re-routed through Johannesburg, Nairobi and Casablanca on both July 18, and July 19, 2018. Air France’s flight on the next day, July 19, 2018 could only accommodate 65 passengers and same were transferred to that flight accordingly”.

“The last ten of the stranded passengers were lifted by Air France on its Paris to Lagos flight (AF 104), on July 20, 2018”.

For the 23 passengers without visas, Air France provided access to its elite waiting lounges for enhanced comfort and convenience.

The carrier had provided information to all affected passengers about eligibility for EUR 800 travel vouchers or EUR 600 in cash, including the process for receiving the cash or claiming the vouchers.

In the period while the delay/cancellation occurred, Air France provided meals or meal vouchers, and amenity packages to passengers.

The carrier, in addition to its customary compensation _nitiated its Collective Apology Process (CAP) immediately with an additional electronic voucher of EUR 200 which is separate and above the EUR 800 and 600 identified above.

“All passengers who complete the cash refund, or voucher redemption processes will receive the stated compensation”.

Based on the representations made by the airline, and in furtherance of the investigation, the CPC called for comments and or refutations from any passenger(s) who may dispute Air France’s account of this occurrence; or has experienced difficulty in securing compensation.

The Council requests that such information be provided to the Council by email at contact@cpc.gov.ng or the Consumer Protection Department of the Nigerian Civil Aviation Authority (NCAA).

Wole Shadare