The Nigeria Civil Aviation Authority (NCAA) has achieved a historic milestone in consumer protection, securing over N1 billion in refunds and compensation for air passengers in 2025. This represents the highest volume of such settlements in the regulatory body's history.
Stricter Enforcement Drives Unprecedented Refunds
According to Mr. Michael Achimugu, the Director of Public Affairs and Consumer Protection at the NCAA, the remarkable achievement is a direct result of strengthened regulatory oversight. He revealed that between May and July 2025 alone, domestic airlines paid more than N1 billion to passengers without requiring direct intervention from the authority.
Achimugu attributed this positive shift in industry behaviour to the rigorous enforcement of Part 19 of the NCAA Regulations. This has led to a significant transformation, with airlines now more consistently providing refunds, compensation, hotel accommodations, and other entitlements that were often overlooked in the past.
"This year, we have been able to enforce Part 19 of the NCAA regulations much better than ever before. As a result, we have achieved the highest volume of refunds and compensations," Achimugu stated.
24/7 Support and a "New Terrain" for Airlines
The director highlighted that improved stakeholder engagement and enhanced passenger accessibility were key to this progress. The NCAA now offers round-the-clock support, ensuring travellers always have a channel for their complaints.
"Passengers now know that there is always someone willing to listen. Even when issues are not fully resolved, it will not be because nobody listened," he said, noting that this approach has helped rebuild public trust in the aviation system.
For airlines, Achimugu described the current environment as a "new terrain," where compliance is mandatory. "It is no longer business as usual. Airlines now comply naturally most times, without the need for escalation," he emphasized.
Balancing Rights with Responsibilities
Despite the progress, Achimugu expressed concern over the challenge of managing unruly passengers and navigating public pressure. He observed that many travellers are highly focused on their rights but pay less attention to their corresponding responsibilities.
Enforcing regulations against passenger misconduct sometimes puts the NCAA at odds with public sentiment, which can be sympathetic to offenders. "In such cases, you are torn between morality and the law. Government also has to strike a balance in these situations," he added.
Achimugu acknowledged that the NCAA often faces criticism from both sides—airlines accuse it of favouring passengers, while passengers claim it supports the carriers. "Ours is a thankless job, but we are determined to enforce the regulations," he remarked.
Capacity Building and Recent Controversies
On internal development, Achimugu confirmed that the Director General of Civil Aviation, Captain Chris Najomo, has prioritized staff training. Both technical and non-technical personnel are being sponsored for international programmes to bridge competence gaps.
Addressing specific incidents, Achimugu clarified that the controversial matter involving social media personalities VDM and Mr Jollof was resolved by the involved airline, which issued a public statement forgiving both parties. He noted that the NCAA lacks prosecutorial powers and can only refer criminal matters to the Attorney-General of the Federation and the Inspector-General of Police.
He reaffirmed the NCAA's unwavering commitment to balancing robust passenger protection with the stability of the aviation industry, pledging to continue enforcing regulations in line with global best practices.
