COMESA Tightens Airline Rules After Surge in Passenger Complaints

Airlines operating in the Common Market for Eastern and Southern Africa will now be required to provide meals and hotel accommodation to passengers for delays exceeding four hours, as the regional competition watchdog tightens rules to protect consumers amid a surge in complaints over flight disruptions and poor redress.

The COMESA Competition Commission (CCC) said it had received a growing number of complaints from passengers between 2021 and 2024, with delays, cancellations, and mishandled baggage emerging as the most common grievances.

A survey of 350 complaints revealed that delayed flights accounted for nearly a third of all cases, followed by rescheduled and cancelled flights, lost luggage, and poor communication from airlines.

Under the new rules, carriers must inform passengers of the cause and expected duration of a delay every 45 minutes, offer refreshments for shorter delays, and provide meals, hotel accommodation, and transport for disruptions lasting more than four hours.

Passengers must also be given the option to rebook or seek refunds without incurring penalties.

The latest directive comes after the CCC fined Zambia Airways two percent of its annual turnover derived from COMESA member states for what it described as “unconscionable conduct” in breach of regional consumer protection laws.

The airline was found to have failed to assist stranded passengers following flight cancellations and delays, prompting the Commission to take enforcement action after multiple ignored requests for a response.

“The Commission found the airline’s conduct to be unconscionable and in clear violation of Article 28 of the COMESA Competition Regulations,” said CCC chief executive Willard Mwemba. “Consumers deserve fairness, dignity and accountability from service providers.”

Zambia Airways has been ordered to submit its 2023 audited accounts to help determine the exact amount of the fine. The CCC warned that failure to comply will attract additional penalties under the regional regulations.

Dr Mwemba said the new measures aim to standardise consumer protection across the region’s aviation industry and ensure passengers receive timely redress.

“Airlines must put passengers first by providing prompt assistance and clear information,” he said.

gandae@businessdayafrica.org