In 2023, Tanzania took major strides to improve the air travel experience by reinforcing legal protections for passengers. With the aviation sector rebounding from the effects of the COVID-19 pandemic, ensuring fairness, accountability, and service quality became a priority for regulators. This article outlines the background of passenger rights in Tanzania, key elements of the revised framework, and the challenges in its enforcement.
Tanzania’s aviation industry has expanded steadily over the past decade, with a surge in both domestic and international travel. Airlines like Air Tanzania have scaled operations, and foreign carriers have increased frequencies into Dar es Salaam, Kilimanjaro, and Zanzibar.
Despite this growth, complaints related to delayed flights, lost baggage, overbooking, and lack of redress mechanisms became more frequent. Many travelers, particularly in domestic and regional routes, faced difficulties obtaining compensation or clear information about their rights. The need for a formalized and enforceable passenger rights framework became evident.
Regionally, the East African Community (EAC) began working toward harmonized consumer protection guidelines in aviation, influenced by international standards such as those of the International Civil Aviation Organization (ICAO) and the African Civil Aviation Commission (AFCAC). Tanzania aligned itself with these trends by revising its policies to match global best practices while addressing local gaps.
Policy/Regulation Details
In 2023, the Tanzania Civil Aviation Authority (TCAA) issued revised guidelines on the rights of air passengers, under the Civil Aviation (Consumer Protection) Regulations.
Key highlights of the updated policy include:
- Right to Information: Airlines must provide passengers with clear, timely, and accurate information about flight schedules, delays, cancellations, and their rights in such situations—both online and at the airport.
- Compensation for Disruptions: Passengers are entitled to compensation in cases of denied boarding due to overbooking, cancellations without prior notice, or long delays (over 3 hours), unless caused by extraordinary circumstances.
- Baggage Handling Rules: The policy specifies compensation limits for lost, delayed, or damaged baggage and mandates prompt resolution of complaints within a specified time frame.
- Accessibility and Non-Discrimination: Persons with disabilities or reduced mobility must be provided with appropriate assistance at no extra charge. The regulations prohibit discriminatory treatment based on nationality, race, or physical condition.
- Refund and Re-routing Options: If a flight is cancelled or rescheduled significantly, passengers are entitled to either a full refund or re-routing under comparable conditions.
- Service Obligations During Delays: In prolonged delay situations, airlines must provide meals, communication access, hotel accommodation (if overnight), and transport between the airport and lodging—depending on the length of delay and distance of the flight.
- Grievance Redress Mechanism: TCAA established a structured complaint process. Passengers can first appeal to the airline and, if unsatisfied, escalate the complaint to the authority.
- Airline Accountability: Carriers operating in Tanzania are required to publish their passenger rights charter and train staff on these regulations.
- Penalties for Non-Compliance: Airlines that fail to honor passenger rights may face fines, license reviews, or other administrative sanctions.
Impact and Challenges
The updated framework has been praised for increasing awareness and empowering travelers. Major airports now display passengers’ rights prominently, and customer service desks have been upgraded to handle inquiries and complaints more efficiently.
Airlines operating in Tanzania—both domestic and foreign—have updated their service charters to reflect the new obligations. This has led to better handling of disruptions and fewer incidents of passengers being stranded without recourse.
However, implementation remains uneven. Smaller local carriers have struggled to comply fully, citing limited resources and operational constraints. Some passengers, especially in rural regions, are unaware of their rights or lack the means to file complaints formally.
The TCAA has taken steps to address these issues by launching public awareness campaigns, training airline staff, and establishing a digital complaints portal. Nonetheless, challenges remain in enforcing compliance and processing complaints in a timely manner, particularly when disputes involve foreign carriers or multiple jurisdictions.
All in all
Tanzania’s 2023 overhaul of passenger rights regulations reflects a strong commitment to consumer protection in aviation. By mandating compensation, transparency, and accountability, the new rules aim to create a fairer, more reliable air travel environment. While enforcement and awareness still require improvement, the policy marks an important step in aligning Tanzania with international best practices and building passenger trust in the aviation sector.
