The Nigerian Civil Aviation Authority (NCAA) has alerted domestic airlines to an increase in passenger complaints, cautioning them to elevate their service standards. This warning comes amidst ongoing operational difficulties, including aviation fuel scarcity, bird strikes, and other disruptions affecting flight schedules.
Michael Achimugu, the Director of Public Affairs and Consumer Protection at the NCAA, indicated via his official X (formerly Twitter) account on Sunday that the majority of grievances received by the authority are concentrated against just two airlines, although they were not explicitly named.
Achimugu acknowledged the challenging operating environment faced by airlines, citing the current crisis in aviation fuel (Jet A1), instances of bird strikes, and other unforeseen events. However, he emphasized the critical need for airlines to maintain transparency and prioritize passenger welfare.
"A significant portion of domestic air passenger complaints are directed at two airlines. While we recognize the extenuating circumstances associated with jet fuel availability, bird strikes, and other force majeure events, it is imperative that all airlines diligently attend to providing timely information to passengers during disruptions, alongside processing refunds and compensations," he stated.
He further stressed that withholding refunds or failing to communicate effectively with passengers not only damages the reputation of the aviation sector but also erodes public trust. Achimugu added, "You cannot collect money from passengers and then refuse to provide a refund. This reflects poorly on us. The circumstances are just as challenging, if not more so, for the passengers as they are for the operators."
The NCAA official also addressed the issue of airline staff being unavailable to assist passengers during flight delays. He urged operators to improve their frontline support and communication strategies.
"When a disruption occurs, airline personnel must be accessible to provide information and necessary care," Achimugu advised, noting that avoiding passengers due to potential confrontation is an unacceptable practice.
He cautioned that a consistent pattern of service failures could jeopardize public confidence in the Nigerian aviation industry, particularly at this crucial juncture.
"We cannot afford to lose the confidence of the traveling public at this time. There is a great deal at stake."
Achimugu highlighted the government's commitment to supporting the aviation sector under President Bola Ahmed Tinubu and the Minister of Aviation and Aerospace Development, Festus Keyamo. He stressed that airlines must reciprocate this support through superior service delivery.
These statements arrive as Nigeria's aviation industry continues to contend with escalating fuel costs, leading to frequent flight delays and cancellations, which consequently place substantial pressure on both carriers and their customers.
In recent weeks, the NCAA has repeatedly reminded airlines of their obligation to adhere to consumer protection regulations, which include providing passengers with timely updates, refreshments during significant delays, and appropriate compensation when warranted.
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