MBABANE – The COMESA Competition Commission (CCC) has issued a strong directive to airlines operating within the Common Market for Eastern and Southern Africa (COMESA).
CCC is demanding greater accountability and improved treatment of passengers following an upsurge in consumer complaints.
The guidance, released this week, comes after the regional regulator noted a spike in airline-related grievances between 2021 and 2024 – with more than 10 major complaints handled during the period, many involving large groups of affected passengers. Issues ranged from frequent flight rescheduling, lengthy delays and cancellations to lost or damaged luggage and failure by airlines to provide adequate support or compensation.
According to the CCC, such conduct represents potential violations of consumer protection provisions under Part 5 of the COMESA Competition Regulations, which apply to all airlines operating within the 21-member regional bloc.
The commission’s consumer survey – which gathered data from 350 respondents across member States – revealed the full extent of airline service challenges.
The top passenger complaints were delayed flights (31.7 per cent), followed by rescheduled flights (15.4 per cent), damaged baggage (11.7 per cent), delayed baggage (10.6 per cent), cancelled flights (9.4 per cent) and lost luggage or unfair booking conditions (8 per cent).
Equally troubling, over 70 per cent of consumers who experienced cancellations or delays said they received no redress from the airlines. While 39.6 per cent reported receiving refunds, meals, alternative bookings or accommodation, the majority complained of being left stranded or inadequately informed about their rights.
The CCC warned that a lack of transparent and timely dispute resolution mechanisms undermines passenger confidence and may amount to unconscionable conduct under regional law.
To address these issues, the CCC has now set out a clear code of conduct for airlines, outlining minimum obligations for delays, cancellations, overbooking and baggage loss.
Under the new guidance:
- For delays between two and four hours, airlines must inform passengers every 45 minutes, provide refreshments and two international calls or emails and allow free rescheduling on the same route.
- For delays exceeding four hours, passengers are entitled to meals, hotel accommodation and transport between the airport and hotel.
- If the delay exceeds six hours, travellers may claim a full refund or re-routing to their destination at no extra cost.
- In the case of flight cancellations, passengers have the right to compensation, unless they were notified in advance and offered a reasonable alternative.
- For lost or damaged baggage, airlines must comply with the Montreal Convention, compensating passengers up to 1 000 Special Drawing Rights (approximately US$1 369).
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