The Nigeria Civil Aviation Authority says it achieved a 65 per cent passenger complaint resolution rate in 2025, a 10-percentage-point improvement over the previous year, and is targeting a 90 per cent resolution rate before the end of 2026 as it works to strengthen consumer protection across the aviation sector.
The Director of Public Affairs and Consumer Protection at the NCAA, Michael Achimugu, disclosed the figures while being honoured with the 2026/2027 African Brands Personality Award in recognition of his contributions to consumer protection and the promotion of passenger rights in Nigeria's aviation industry. Achimugu said the Consumer Protection Directorate, under his leadership, had recorded the highest volume of ticket refunds, passenger compensation, and regulatory compliance interventions in the authority's history, describing the improvement as reflecting closer engagement with airlines to enforce compliance with consumer protection regulations.
What the Directorate Handles
The NCAA's Directorate of Public Affairs and Consumer Protection is statutorily mandated to address complaints relating to flight delays, cancellations, baggage handling, and ticket refunds, among other consumer-related matters. Achimugu said public awareness of passenger compensation policies and flight delay rights had grown alongside the directorate's resolution numbers, crediting regular public enlightenment programmes and more transparent communication on aviation issues for improving the authority's relationship with travellers.
Path to the 90 Percent Target
Presenting the award, officials said the directorate's proactive communication strategy had helped passengers better understand their rights under Nigeria's consumer protection framework. Achimugu expressed confidence that the authority remained on course to hit the 90 percent target before the end of 2026, as the NCAA continues efforts to close gaps in service delivery and complaint handling across the industry.
