Notice of Passengers’ Rights and Responsibilities

• If we reasonably expect to deny boarding on a flight to passengers valid air tickets‚ we are required to seek volunteers to surrender their reservation.
• If there are insufficient volunteers‚ we can then deny boarding to passengers and apply our boarding priority procedure. A passenger who is involuntarily denied boarding is entitled to the Rights of Compensation and Re-imbursement/Re-Routing.
• A passenger who is involuntarily denied boarding cannot be entitled to the Right of Compensation and Re-imbursement/Re-Routing where such passenger fails to be present at the boarding gate at the time specified for check-in as stated on the ticket.
• Passengers are required to check-in at least 45 minutes prior to the scheduled departure time for domestic flights and 2 hours prior to the scheduled departure time for International flights. For more information on our Conditions of Carriage‚ visit our website at  www.overlandairways.com

We may overbook a scheduled flight in contemplation of the possibility of some passengers not showing up for that flight. In such circumstance‚ passenger(s) affected by the overbooking will be considered for wait-listing on another flight subject to seat availability and our Boarding Priority Procedure policy.

• When we reasonably expect that a flight will be delayed beyond scheduled departure time‚ we will provide you with reason(s) for the delay within 30 minutes after the scheduled departure time. In addition‚ you are entitled to the Right of Care and Right of Re-Routing/Re-imbursement as described below.

• However‚ there is no Right to Care when you have been informed of the delay at least 24 hours before the scheduled time of departure.

• When a flight is cancelled‚ you are entitled to Right of Care and Right of Re-imbursement or Re-Routing as prescribed hereunder. We will also inform you of possible alternative transportation.
• We‚ however‚ are not obliged to provide you the flight cancellation compensation described below if the cancellation is caused by extraordinary circumstances‚ which could not have been avoided‚ if all reasonable measures had been taken. Examples include bad weather conditions‚ political instability‚ strikes‚ security‚ risks‚ unexpected flight safety shortcomings.
• Equally‚ there is no right to Compensation when the passenger has been informed of the cancellation at least 24 hours before the scheduled time of departure.

If a flight is delayed on the tarmac after the doors of the aircraft are closed for take-off or after the flight has landed‚ while you wait on board the aircraft you are entitled to:

• information on the reason for the delay and status updates every 30 minutes as well as subsequent updates‚ including flight status changes‚ as we deem appropriate;
• access to lavatories in working order if the aircraft is so equipped;
• proper ventilation and heating or cooling of the aircraft;
• light refreshment in reasonable quantities no later than 2 hours after the start of the Tarmac delay;
• the opportunity to disembark before the tarmac delay exceeds three hours;
• urgent medical assistance where required.;

When we change a flight’s original booked time to more than two hours prior to originally scheduled departure or more than two hours later than arrival for domestic flights‚ or six hours prior to departure or six hours later on arrival on international flights‚ we shall:

• Provide you with notice of the change not later than 12(twelve) hours before the schedule time of departure for domestic flights and not later than 14 (fourteen) days for international flights
• We shall also offer you reimbursement in accordance with the manner of payment
• Re-routing‚ under comparable transport conditions‚ to your final destination at the earliest opportunity; or
• Re-routing‚ under comparable transport conditions‚ to your final destination at a later date at your convenience‚ subject to availability of seats.
• If we offer you a flight to an airport alternative to that for which the booking was made‚ we shall bear the cost of transferring you from that alternative airport either to the airport for which the booking was made‚ or to another close-by destination agreed with the passenger.

• If you are involuntarily denied boarding‚ you are entitled to receive compensation as outlined below from our airline.
  • 25% of the ticket price paid by the passenger for the domestic flight
  • 30% of the ticket price paid by the passenger for the international flight
• If‚ however‚ we offer you re-routing on an alternative flight‚ the scheduled arrival time of which does not exceed the scheduled arrival time of the flight for which you were originally booked by
  • One (1) hour in respect of domestic flights;
  • Three (3) hours in respect of international flights;

  Your compensation shall be reduced by 50%.

• We will offer you compensation via a travel voucher and/or other service‚ or otherwise pay you a cash compensation‚ by electronic bank transfer or bank cheque (subject to the mode of payment for the ticket).
• Please note that an administrative procedure of the airline is requisite for any form of compensation.

• If you are denied boarding (whether voluntarily or involuntarily) or your flight is cancelled‚ you are entitled to choose any of the following:
  • Reimbursement within seven days (in case of domestic flights) if ticket was paid for by cash. Where passenger paid for the ticket via electronic bank transfer or any other mode of payment other than by cash reimbursement would be made within fourteen days by the means described above in Section 7 (C) “Right to Compensation”‚ of the full cost of the ticket at the price at which it was bought‚ for the part or parts of the journey not made; or
  • Re-routing under comparable transport conditions to your final destination at the earliest opportunity; or
  • Re-routing under comparable transport conditions to your final destination at a later date at your convenience‚ subject to seat availability‚ in which case you will bear yourself the cost of food‚ accommodation and transportation.

  Please note that volunteers are also entitled to the Compensation as provided in Section 6.0 above

• If your flight is delayed for at least three (3) hours and beyond‚ you are entitled to reimbursement within thirty (30) days‚ by the means described above in the “Right to Compensation” section‚ of the full cost of the ticket at the price at which it was bought‚ for the part or part(s) of the journey not made.
• Please note that immediate re-imbursement will only apply in the circumstance where cash payment is made directly by the passenger to our airline on the same date you are denied boarding or same date your flight is cancelled. Payment made via bank transfers or cheques or e-payment can only be refunded by the same method.
• Claimants must supply in a format acceptable to Overland‚ their names and contact details‚ the names of other passengers being claimed for and their contact details‚ booking reference (PNR)‚ details of the flight and miscellaneous receipt generated in the case of e-payment/tickets or the original paper ticket.
• Where compensation is to be made‚ Claimants are required to provide acceptable and valid means of identification (i.e. International Passport‚ Drivers License or National I.D Card).

• Flight Delay: If your flight is delayed;
  • Immediately after two hours beyond its scheduled time of departure of domestic flight‚ you are entitled to the following‚ free of charge:
    • Refreshment including water‚ soft drinks‚ confectionaries or snacks in reasonable relation to the waiting time; and
    • Two local telephone calls of not more than one minute each or SMS or e-mail messages
  • At a time between 10p.m and 4a.m. or at a time when the airport is closed at the point of departure or final destination you are entitled to the following free of charge:
    • Hotel accommodation for one (1) night;
    • Transport between the airport and place of accommodation (hotel);
    • Reasonable cost of meal not exceeding N1‚500.00 water inclusive.

    Please note that you will be responsible for any additional expenses incurred other than as provided above.

  • If your flight is delayed more than three hours with regards to our flights‚ please see Section 6 (A) above “Right to Reimbursement or Re-Routing”.
• Flight Cancellation: If your flight is cancelled‚ we will offer you the following free of charge:
  • Meals and refreshments in reasonable relation to the waiting time and two telephone calls of not more than one minute each‚ SMS or email messages; and
  • Right to re-imbursement or re-routing as provided in Section 8.1 above.

When you cancel your flight due to change in your plan‚ our airline’s fare rules as contained on your ticket will apply.

• You have the right for your baggage to be carried on the same flight that you have taken‚ subject to the considerations of safety‚ security‚ or any other legal and valid cause.
• In case your checked-in baggage has been off-loaded for operational‚ safety‚ or security reasons‚ you shall be informed at the soonest practicable time and in such manner that you will readily know of the off-loading.
• Your off-loaded baggage shall be carried on the next flight with available space‚ and delivered to you. We will immediately tender an amount to you‚ as compensation for the inconvenience you experienced as follows:
  • For Domestic flights N10‚000 (Ten Thousand Naira);
  • For International flight $170 (One hundred and seventy United States Dollars);
• Should your baggage‚ whether carried on the same or a later flight‚ be lost or suffer any damage attributable to the air carrier‚ you shall be compensated in accordance with the provisions of our Conditions of Carriage.
• Refund of checked baggage fees will also apply‚ if the baggage is not delivered to you within twenty-four (24) hours from the arrival of flight.

The foregoing rights apply without prejudice to any additional rights that you may have to further compensation.