NCAA Moves to Enforce Passenger Rights, Storms Abuja Operations of Three Domestic Airlines

The Nigerian Civil Aviation Authority (NCAA) has intensified enforcement of passenger protection regulations, following an on-the-spot inspection of the Abuja operations of three domestic airlines—Xejet, Rano Air and United Nigeria Airlines—over flight delays, poor communication and inadequate customer care.

The inspection, which took place on Monday, was led by the Director of Public Affairs and Consumer Protection at the NCAA, Mr. Michael Achimugu, amid increased passenger traffic and disruptions associated with the peak December travel season.

Explaining the rationale behind the regulatory action, Achimugu said while the Authority understands the operational pressures airlines face during the festive period, such challenges do not excuse non-compliance with established consumer protection standards.

“Airlines must provide the necessary care for passengers, especially during periods of disruption,” he stated, stressing that seasonal challenges cannot override passenger rights.

Findings Raise Concerns

According to the NCAA, observations from the inspections revealed a recurring industry-wide issue in which passengers are denied timely and honest information during delays. In many cases, airlines also fail to provide basic entitlements such as light refreshments two hours into a delay, as stipulated under Part 19 of the NCAA Regulations 2023.

Achimugu described the trend as unacceptable, noting that the problem extends beyond the three airlines inspected and reflects a broader compliance gap within the domestic aviation sector.
As a result, the NCAA has issued a firm ultimatum to all airlines, warning that continued disregard for passenger welfare will attract regulatory sanctions.
Communication at the Heart of Passenger Frustration

The NCAA identified ineffective communication as the primary trigger of passenger anger and disorder at airports. Achimugu emphasized that airlines often worsen situations by withholding information or providing vague and inconsistent updates.
He explained that passengers are more likely to remain calm when airlines communicate honestly about technical issues, acknowledge uncertainties, and provide updates at regular intervals—ideally every 30 minutes.

“Don’t tell passengers you addressed them two hours ago and assume that is enough. Information must be continuous and honest,” he said, adding that proactive communication significantly reduces the risk of unrest at terminals.
Rising Airfares, Rising Expectations
Reflecting on the current aviation environment, Achimugu pointed out that escalating domestic airfares have heightened passenger expectations for service quality and accountability. “Passengers should not pay high fares and still suffer avoidable frustration caused by silence or misinformation,” he noted, arguing that experienced engineering teams should be able to estimate repair timelines and activate contingency plans where necessary.

He dismissed repeated operational excuses, stating that professionalism and preparedness are fundamental obligations in commercial aviation.
Corrective, Not Punitive—For Now
Achimugu likened the NCAA’s regulatory approach to corrective discipline, noting that while the Authority prefers engagement and guidance, persistent violations will not be overlooked.

“When issues arise, we correct them. If they continue, we escalate,” he said, signalling the NCAA’s readiness to move from warnings to enforcement if compliance does not improve.

A Clear Message to Airlines

The Abuja inspection marks a renewed push by the NCAA to place passenger welfare, transparency and accountability at the centre of airline operations, particularly during high-traffic seasons.
As the festive travel rush continues, the regulator’s message to airlines is unequivocal: improve communication, respect passenger rights and comply with regulations—or face decisive regulatory action.

For Nigerian travellers, the intervention signals a stronger commitment by the aviation regulator to ensure that consumer protection standards are not merely documented policies, but lived realities across the country’s airports.

The Nigerian Civil Aviation Authority (NCAA) has inspected the Abuja operations of three domestic airlines over flight delays, poor communication and passenger welfare, warning carriers to comply with consumer protection regulations or face sanctions during the peak travel season.