The Nigerian Civil Aviation Authority (NCAA) reported a 65 percent success rate in addressing passenger complaints throughout 2025, marking a 10-point increase from the previous year. Officials now aim to elevate this resolution figure to 90 percent by the close of 2026.
Michael Achimugu, the Director of Public Affairs and Consumer Protection, revealed these statistics while accepting the 2026/2027 African Brands Personality Award at the agency’s Abuja office. He noted that his department has processed an unprecedented number of ticket refunds and compensation claims, while also enforcing stricter regulatory compliance.
Achimugu emphasized that passengers play a vital role in industry accountability by understanding their rights as outlined in the Nigerian Civil Aviation Regulations. By staying informed, travelers help ensure airlines remain compliant and professional, which bolsters overall trust in the aviation sector.
Godwin Enesi Chatta, who headed the delegation presenting the award, praised Achimugu for his dedication to consumer rights. Chatta highlighted that the directorate has successfully boosted public awareness and improved industry transparency through proactive communication strategies, ultimately fostering a better relationship between regulators and the flying public.
