NCAA Official Flags Rising Passenger Complaints, Urges Airlines to Improve Service Standards

The Nigeria Civil Aviation Authority (NCAA) has expressed concern over increasing passenger complaints in the domestic aviation sector, urging airlines to strengthen service delivery, improve communication during disruptions, and comply fully with consumer protection regulations.
The Director of Public Affairs and Consumer Protection at the NCAA, Mr. Michael Achimugu, who made his position known through his official X (formerly Twitter) handle, @mikeachimugu01, said a significant portion of current complaints from air travellers are concentrated around two domestic airlines.
In his post, Achimugu acknowledged that the industry continues to face operational pressures such as jet fuel price fluctuations, bird strikes, and other force majeure incidents that often disrupt flight schedules. However, he stressed that such challenges cannot justify poor passenger handling, lack of timely communication, or delays in refunds and compensation.
He emphasised that airlines have a regulatory obligation to keep passengers informed during disruptions, ensure proper care is provided, and process refunds within approved timelines. According to him, failure to meet these standards continues to erode public trust in the aviation system.
“ALL airlines must pay serious attention to the provision of information to passengers during disruptions, refunds and compensations within time, and generally improving the quality of their services,” he stated in his post.
Achimugu also referenced ongoing reforms in the aviation sector under the administration of President Bola Ahmed Tinubu and the leadership of the Minister of Aviation and Aerospace Development, Festus Keyamo, noting that deliberate efforts have been made to support local operators and strengthen the wider aviation value chain.
He highlighted initiatives that have expanded opportunities for indigenous service providers, including aviation catering companies that now benefit from contracts with international airlines operating in Nigeria.
However, he warned that these policy gains risk being undermined if airlines fail to maintain basic service standards and regulatory compliance. He stressed that regulators and policymakers, including the Minister and NCAA leadership, should not be placed in positions where their efforts are misrepresented due to operational lapses by service providers.
“We cannot afford to lose the confidence of the travelling public at this time,” he wrote, adding that the aviation sector is too critical to Nigeria’s economy and global image to be weakened by avoidable service failures.
He further criticised the practice of withholding refunds or delaying compensation to passengers affected by cancellations or long delays, describing it as damaging to the credibility of the industry.
Addressing airline operations during disruptions, Achimugu urged operators to ensure that frontline staff remain present, visible, and responsive to passengers. He acknowledged that tensions often run high during disruptions but insisted that better training and communication systems are necessary to prevent escalation and improve service outcomes.
Responding to criticisms of regulatory enforcement, he rejected claims that the NCAA has been heavy-handed, stating instead that the agency has worked to bridge gaps between passengers and operators while ensuring compliance is fairly enforced across the sector.
He maintained that the NCAA has consistently supported the industry while also protecting passenger rights, adding that the goal is to build a more transparent and efficient aviation ecosystem.
Achimugu concluded that the long-term objective remains the development of a world-class aviation industry in Nigeria, where accountability, service quality, and passenger confidence are prioritised.
“In an industry where there are multiple stakeholders, responsibility must not be abdicated,” he wrote. “Forward must always be the goal.”
NCAA spokesperson Michael Achimugu, via his X handle @mikeachimugu01, raises concern over rising passenger complaints in Nigeria’s aviation sector, urging airlines to improve communication, refunds, and service quality under ongoing reforms led by Festus Keyamo.