NCAA boosts passenger complaint resolution, sets sights on 90%

By Dickson Omobola

Nigerian Civil Aviation Authority, NCAA, has disclosed that it achieved a 65 per cent passenger complaint resolution rate in 2025, representing a 10-percentage-point improvement over its 2024 performance.

NCAA also said it is on track to attain a 90 per cent complaint resolution rate by the end of 2026.

Director of Public Affairs and Consumer Protection, Mr Michael Achimugu, said this while receiving the 2026/2027 African Brands Personality Award, presented by an African Brands delegation led by Mr Godwin Enesi Chatta at the NCAA headquarters in Abuja.

Achimugu said the Consumer Protection Directorate, under his leadership, had recorded the highest volume of ticket refunds, passenger compensation and regulatory compliance interventions in the history of the authority.

He also urged air travellers to familiarise themselves with their rights and responsibilities under the Nigerian Civil Aviation Regulations, Nig. CARs, saying an informed travelling public is critical to building a more accountable and responsive aviation industry.

According to him, empowering passengers with knowledge of the regulations would encourage greater compliance by airlines and strengthen consumer confidence in the sector.

Speaking during the presentation, Chatta commended Achimugu’s commitment to protecting the rights of airline passengers in line with the Nigerian Civil Aviation Regulations and the country’s consumer protection framework.

He said that under Achimugu’s leadership, the directorate had intensified public awareness campaigns, encouraged passengers to understand and assert their rights, and strengthened engagement with airlines to improve compliance with consumer protection regulations.

Chatta added that the directorate’s proactive public communication strategy, including regular public enlightenment programmes and transparent engagement on aviation issues, had enhanced the NCAA’s relationship with the travelling public and improved passengers’ understanding of their rights.

The African Brands Personality Award recognises outstanding individuals whose leadership, innovation and commitment to excellence have made significant contributions to public service, industry and sustainable development across Africa.

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