NCAA Warns Airlines Over Rising Passenger Complaints Amid Operational Challenges
The Nigerian Civil Aviation Authority (NCAA) has raised concerns over a surge in passenger complaints against domestic airlines, urging operators to improve service delivery despite ongoing industry challenges.
The warning was issued by the NCAA’s Director of Public Affairs and Consumer Protection, Michael Achimugu, who disclosed that a significant proportion of complaints received by the authority are linked to two unnamed airlines.
Mr Achimugu acknowledged that airlines are currently operating under difficult conditions, including the persistent Jet A1 fuel crisis, bird strikes, and other unforeseen disruptions. However, he stressed that such challenges do not excuse poor communication and inadequate passenger care.
He emphasised the need for airlines to keep passengers properly informed during delays and cancellations, and to ensure timely processing of refunds and compensation where applicable.
According to him, failure to meet these obligations not only inconveniences passengers but also damages the reputation of the aviation sector and erodes public trust.
The NCAA official also criticised situations where airline personnel are unavailable to attend to passengers during disruptions, describing such conduct as unacceptable. He urged operators to ensure that frontline staff remain accessible to provide necessary assistance and information.
Mr Achimugu further warned that persistent lapses in service delivery could undermine confidence in Nigeria’s aviation industry at a critical time.
He noted that while the Federal Government, under President Bola Ahmed Tinubu, and the Minister of Aviation and Aerospace Development, Festus Keyamo, continues to support the sector, airlines must reciprocate by improving operational standards and customer service.
The development comes as Nigeria’s aviation industry grapples with rising fuel costs, frequent flight delays, and cancellations, placing increasing pressure on both operators and passengers.
The NCAA reiterated that airlines must comply with consumer protection regulations, including providing timely updates, refreshments during extended delays, and appropriate compensation where necessary.
