NCAA Warns Domestic Airlines Over Refund Failures, Poor Passenger Handling During Disruptions
The Nigeria Civil Aviation Authority (NCAA) has voiced strong concern over deteriorating passenger treatment by some domestic carriers, singling out the refusal to issue refunds and the conduct of airline staff during flight disruptions as persistent sources of consumer distress.
Michael Achimugu, Director of Public Affairs and Consumer Protection at the NCAA, disclosed on his official X account that the regulator has recorded a surge in complaints from travellers nationwide. Passengers, he said, frequently cite poor communication, delayed refunds, and a general absence of care whenever flights are cancelled or rescheduled.
Achimugu noted that while the industry contends with operational headwinds, including high jet fuel costs and bird strikes, a disproportionate volume of complaints is linked to a handful of airlines. He declined to identify the operators, stating that the authority’s immediate priority is lifting 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 disruptions are sometimes unavoidable in aviation, but stressed that the response of airlines to affected travellers has become a major flashpoint. The NCAA official also faulted the behaviour of some airline personnel, saying staff members often withdraw from passengers during tense situations rather than offering 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.
Achimugu emphasised that airlines must ensure their personnel remain accessible, delivering timely updates, guidance, and necessary care throughout periods of operational difficulty.
The NCAA cautioned that a failure to address these shortcomings could erode public trust in Nigeria’s aviation sector, putting recovery and growth at risk. Achimugu, however, commended the Federal Government for its continued backing of the industry, singling out the Minister of Aviation and Aerospace Development, Festus Keyamo, for interventions aimed at easing sectoral challenges.
He added that the regulator would persist with stakeholder engagement, enforce compliance, and intensify awareness of passenger rights to build a more accountable and responsive aviation system.