NCAA Achieves 65% Passenger Complaint Resolution Rate, Targets 90% By Year End

The Nigeria Civil Aviation Authority (NCAA) has disclosed that it achieved a 65 per cent passenger complaint resolution rate in 2025 and is targeting a 90 per cent resolution rate before the end of 2026 as part of efforts to strengthen consumer protection in the aviation sector.

The disclosure was made by the Director of Public Affairs and Consumer Protection, Michael Achimugu, while receiving the 2026/2027 African Brands Personality Award at the NCAA headquarters in Abuja.

The award was presented by a delegation from African Brands led by Godwin Enesi Chatta in recognition of Achimugu’s contributions to consumer protection and the promotion of passenger rights in Nigeria’s aviation industry.

Speaking during the presentation, Chatta commended the Directorate under Achimugu’s leadership for prioritising the protection of airline passengers in line with the Nigerian Civil Aviation Regulations and the consumer protection framework.

He noted that the Directorate had intensified public awareness campaigns, encouraged passengers to understand their rights and strengthened engagement with airlines to improve compliance with consumer protection regulations.

According to him, sustained public enlightenment programmes and transparent communication on aviation issues have enhanced the NCAA’s relationship with the public and improved passengers’ understanding of aviation matters.

Chatta further praised Achimugu for actively countering misinformation about the aviation industry while ensuring that the public receives accurate and timely information on aviation safety and regulatory activities.

He also highlighted increased awareness of passenger compensation policies, flight delay rights and consumer complaint resolution mechanisms, noting that the Authority has recorded significant growth in passenger refunds and airline compliance with consumer protection regulations.

Responding, Achimugu described the award as a recognition of the collective efforts of the NCAA in safeguarding the interests of air travellers.

He explained that the Directorate of Public Affairs and Consumer Protection is statutorily mandated to address complaints relating to flight delays, cancellations, baggage issues, ticket refunds and other consumer-related matters.

According to him, the Directorate has recorded the highest volume of ticket refunds, passenger compensation and regulatory compliance interventions in the history of the Authority.

“Last year, we achieved a 65 per cent complaint resolution rate, representing a 10 percentage-point improvement over the previous year. We are confident of attaining a 90 per cent resolution rate before the end of 2026,” he said.

Achimugu dedicated the award to his children, members of his team and the leadership of the NCAA, reaffirming his commitment to ensuring that Nigerian air travellers receive quality service and adequate protection.

He also urged passengers to familiarise themselves with their rights and responsibilities under the Nigeria Civil Aviation Regulations, stressing that an informed travelling public is essential to building a more accountable and responsive aviation sector.

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