NCAA Tightens Oversight: Airlines Face Sanctions Over Passenger Rights Violations and Operational Lapses

The Nigerian Civil Aviation Authority (NCAA) has intensified its regulatory oversight, sanctioning airlines for violating passenger rights and disregarding operational directives. This bold move underscores the NCAA’s commitment to enforcing accountability and restoring consumer confidence in Nigeria’s aviation sector—a journey rooted in years of challenges and milestones.

In recent years, the aviation industry has faced scrutiny for recurring service lapses, including delayed refunds, mishandled baggage, and failure to adhere to customer care standards during disruptions. The festive season often magnifies these issues, with flight delays and cancellations leaving passengers stranded and dissatisfied. While weather conditions like harmattan-induced low visibility often justify cancellations, investigations reveal a worrying trend of avoidable infractions by airlines.

The NCAA’s intervention is not unprecedented. In 2023, the Authority suspended several airlines’ Air Operators Certificates (AOC) over safety and operational violations, signaling its readiness to prioritize safety and service quality. Additionally, the Authority’s compliance with global standards was cemented when Nigeria regained its U.S. Federal Aviation Administration (FAA) Category One status, enabling Nigerian airlines to operate direct flights to the United States—a significant milestone in the sector’s growth.

Director of Public Affairs and Consumer Protection, Mr. Michael Achimugu, reiterated the NCAA’s position during a recent press briefing, highlighting the sanctions against airlines including Ethiopian Airways, Royal Air Maroc, Arik Air, Aero Contractors, and Air Peace. “When disruptions occur, airlines must comply with prescribed procedures. Non-compliance attracts sanctions based on the gravity of the breach,” Achimugu emphasized. He further noted that these measures are part of a broader effort to ensure passenger rights are respected, even in challenging situations.

The enforcement of ticket refund compliance regulations is a critical component of the NCAA’s consumer protection mandate. Achimugu revealed that several airlines failed to process refunds within the stipulated 14-day period, aggravating passenger frustrations. Instances of mishandled baggage, including short-landed and damaged luggage, have further dented consumer trust. The Authority’s insistence on timely refunds and proper customer service during flight delays and cancellations reflects a shift towards stricter regulatory discipline.

Sanctions also extend to operational compliance, with NCAA taking decisive actions such as the suspension of United Nigeria Airlines’ wet lease agreements for failing to meet safety and regulatory benchmarks. These efforts align with Nigeria’s State Safety Programme and the broader goal of achieving economic viability in the aviation sector.

As the NCAA convenes meetings with airline executives to address these issues, the aviation community reflects on the lessons learned. The Authority’s evolving role—from enforcing ticket refund regulations to improving customer service standards—signals a renewed focus on balancing consumer protection with industry growth. With increased accountability and collaboration, Nigeria’s aviation sector has the potential to soar, reclaiming its reputation as a reliable and consumer-focused industry.