NCAA Flags Airlines Over Poor Passenger Treatment Practices

The Nigeria Civil Aviation Authority (NCAA) has raised alarm over worsening passenger treatment by some domestic airlines, flagging the refusal to issue refunds and the conduct of airline staff during flight disruptions as key areas of concern.

The regulator said it is recording a growing number of complaints from travellers across the country, many of whom cite poor communication, delayed refunds, and a lack of adequate care when flights are cancelled or rescheduled.

Director of Public Affairs and Consumer Protection at the NCAA, Michael Achimugu, disclosed this in a series of posts on his official X handle. He noted that while the industry is grappling with operational headwinds including high jet fuel costs and bird strikes, a disproportionate share of passenger complaints is linked to a small number of airlines. He, however, declined to name the operators, stressing that the immediate priority is raising service standards across the board.

“You cannot take money from passengers and refuse to refund it. It gives us a bad image. Circumstances are as difficult for the passengers as they are for operators, if not more,” Achimugu said.

He acknowledged that flight disruptions are sometimes unavoidable in aviation but insisted that the response of airlines to affected passengers has become a major source of dissatisfaction.

Achimugu also took aim at the behaviour of some airline personnel, observing that staff sometimes withdraw from passengers during tense situations rather than providing the required assistance. “When a disruption occurs, airline staff must be available to provide information and provide care. The behaviour of running away, sometimes due to fear of being attacked by unruly passengers has to be adjusted,” he stated.

He stressed that airlines must ensure their personnel remain accessible to passengers, offering timely updates, guidance, and necessary care throughout periods of disruption.

The NCAA warned that failure to address these issues could erode public confidence in Nigeria’s aviation industry at a time when the sector is working to stabilise and expand.

Achimugu, however, acknowledged the support of the Federal Government in strengthening the sector, commending the Minister of Aviation and Aerospace Development, Festus Keyamo, for ongoing interventions aimed at easing industry challenges.

The NCAA added that it would continue to engage stakeholders, enforce compliance, and promote awareness of passenger rights to build a more accountable and responsive aviation system.

By Oshuniran Sheriff Ola