Passenger Complaint Resolution Rate Hits 65% in 2025, NCAA Director Reveals

The Nigeria Civil Aviation Authority (NCAA) resolved 65 per cent of passenger complaints in 2025, a 10 percentage-point increase over the previous year, as the regulator intensifies efforts to enforce consumer protection standards across the aviation sector.

The Director of Public Affairs and Consumer Protection, Michael Achimugu, disclosed the figure in Abuja while receiving the 2026/2027 African Brands Personality Award, conferred in recognition of his role in advancing passenger rights and regulatory compliance.

Achimugu said the directorate is on course to achieve a 90 per cent complaint resolution rate by the end of 2026, citing strengthened consumer safeguards and improved service delivery mechanisms. He added that the period under review saw the highest volume of ticket refunds, passenger compensation, and compliance interventions ever recorded by the authority.

“This recognition is a testament to the collective commitment of the Authority to protecting the rights and interests of air travellers,” Achimugu said, while underscoring the directorate’s statutory mandate to address grievances related to flight delays, cancellations, baggage handling, ticket refunds, and other consumer protection issues.

Presenting the award, Mr. Godwin Chatta, who led the African Brands delegation, noted that under Achimugu’s leadership, the directorate had intensified public enlightenment campaigns, strengthened airline engagement on regulatory compliance, and enhanced the authority’s communication with the flying public. He said transparent and timely dissemination of aviation information had significantly improved passengers’ understanding of their rights, including compensation policies, flight delay entitlements, and the complaint resolution process.

Chatta further commended Achimugu for defending the NCAA against misinformation and ensuring that accurate updates on safety and regulatory activities remain accessible to the public. The authority, he added, has recorded notable growth in passenger refunds and airline compliance, reflecting stronger enforcement and sustained public awareness initiatives.