The Nigeria Civil Aviation Authority (NCAA) has expressed concern over the treatment of passengers by some domestic airlines, citing a surge in complaints related to delayed refunds, poor communication, and inadequate care during flight disruptions.
The regulator said it has received increasing reports from travellers across the country who allege that airlines often fail to promptly refund ticket fares or properly assist passengers when flights are cancelled or rescheduled.
Director of Public Affairs and Consumer Protection at the NCAA, Michael Achimugu, disclosed this via his X (formerly Twitter) account, noting that while the aviation sector continues to face operational challenges, customer service shortcomings remain a major issue.
“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 in aviation—often caused by factors such as high jet fuel costs and bird strikes—are sometimes unavoidable.
However, he stressed that the way airlines respond to affected passengers has become a key source of dissatisfaction.
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Achimugu also criticised the conduct of some airline personnel, stating that staff members sometimes withdraw from passengers during tense situations instead of providing necessary 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 added.
The NCAA warned that continued failure by airlines to address these issues could erode public confidence in Nigeria’s aviation sector, particularly at a time when the industry is striving to stabilise and expand.
Despite the concerns, the regulator commended ongoing efforts by the Federal Government to support the sector, including interventions led by the Minister of Aviation and Aerospace Development, Festus Keyamo.
Achimugu assured that the NCAA would intensify engagement with stakeholders, enforce compliance with consumer protection regulations, and promote awareness of passenger rights to ensure improved accountability and service delivery across the industry.