NCAA Passenger Complaint Resolution Rate Climbs to 65% in 2025

The Director of Public Affairs and Consumer Protection at the Nigeria Civil Aviation Authority (NCAA), Michael Achimugu, has disclosed that the directorate achieved a 65 per cent passenger complaint resolution rate in 2025, marking a 10 percentage-point improvement over the previous year.

Achimugu made this known while speaking at the NCAA headquarters in Abuja, where he was honoured with the 2026/2027 African Brands Personality Award in recognition of his contributions to consumer protection and the advancement of passenger rights within Nigeria’s aviation sector.

He expressed optimism that the Authority is on track to reach a 90 per cent resolution rate before the close of 2026, as efforts to strengthen consumer safeguards and enhance service delivery continue. Achimugu further noted that his directorate has recorded the highest volume of ticket refunds, passenger compensation, and regulatory compliance interventions in the history of the NCAA.

The African Brands Personality Award was presented by a delegation led by Mr. Godwin Chatta, who stated that Achimugu has prioritised the protection of airline passengers’ rights in line with the Nigerian Civil Aviation Regulations and the Consumer Protection framework.

Chatta highlighted that under Achimugu’s leadership, the directorate has intensified public awareness campaigns, empowered passengers with knowledge of their rights, and deepened engagement with airlines to improve adherence to consumer protection regulations. He added that enhanced public communication has strengthened the NCAA’s relationship with the public through regular enlightenment programmes, while transparent dissemination of aviation information has improved passenger understanding.

Achimugu was also commended for vigorously defending the NCAA against misinformation and ensuring that the public receives accurate and timely updates on aviation safety and regulatory matters. His advocacy has driven increased awareness of passenger compensation policies, flight delay entitlements, and consumer complaint resolution mechanisms. The Authority, Chatta noted, has reported significant growth in passenger refunds and airline compliance, reflecting stronger enforcement and public awareness initiatives.

Receiving the award, Achimugu described the honour as a testament to the Authority’s collective commitment to safeguarding the rights and interests of air travellers. He underscored the statutory mandate of the Directorate of Public Affairs and Consumer Protection, which encompasses resolving passenger complaints related to flight delays, cancellations, baggage issues, ticket refunds, and other consumer protection concerns.