The Nigerian Civil Aviation Authority (NCAA) has warned domestic airlines over rising passenger complaints, citing poor communication, delayed refunds and inadequate care during flight disruptions. Michael Achimugu, Director of Public Affairs and Consumer Protection at NCAA, stated on Sunday via his official X account that most complaints are directed at two unnamed airlines. He acknowledged challenges such as the ongoing Jet A1 fuel crisis, bird strikes and other force majeure events but stressed that airlines must still prioritise transparency. "Majority of domestic air passenger complaints are against two airlines. While we understand the extenuating circumstances around jet fuel, bird strikes, and other force majeure cases, it is important that all airlines pay serious attention to the provision of information to passengers during disruptions, refunds and compensations within time," he said. Achimugu condemned the refusal to refund passengers, calling it damaging to the sector's image. He noted that passengers face hardships similar to or greater than airline operators. The NCAA official also criticised the absence of airline staff during delays, saying frontline personnel must be available to provide updates and care, not avoid passengers out of fear. He warned that continued service failures could erode public confidence in air travel at a critical time. Achimugu referenced government support for the aviation sector under President Bola Ahmed Tinubu and Aviation Minister Festus Keyamo, urging airlines to match such backing with improved service. NCAA has recently reiterated that airlines must follow consumer protection rules, including timely updates, refreshments during long delays and compensation where due.
The NCAA points to two airlines for most passenger complaints yet refuses to name them, leaving the public in the dark about which carriers are failing. Passengers who paid for flights amid fuel shortages and bird strikes now have no way to hold specific airlines accountable. If the regulator knows which operators are underperforming, silence protects those companies at the expense of consumer trust. This lack of transparency undermines the very accountability the NCAA claims to enforce.
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