NCAA flags airlines over poor passenger treatment practices

The Nigeria Civil Aviation Authority has expressed growing concern over the treatment of passengers by some domestic airlines, particularly the refusal to issue refunds and the conduct of airline staff during flight disruptions.

The regulator said it has recorded an increase in complaints from travellers across the country, many of whom allege poor communication, delayed refunds and a lack of care when flights are cancelled or rescheduled.

Director of Public Affairs and Consumer Protection at the NCAA, Michael Achimugu, disclosed this on his X handle, saying that while the aviation sector is grappling with operational challenges such as high jet fuel costs and bird strikes, a large proportion of complaints are tied to a few airlines.

He, however, declined to name the operators involved, noting that the focus remains on improving service standards across the industry.

“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 stressed that although disruptions are sometimes inevitable in aviation, the response of airlines to affected passengers has become a major source of dissatisfaction.

Achimugu also criticised the conduct of some airline personnel, noting that staff members sometimes withdraw from passengers during tense situations instead of providing 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 stated.

He emphasised that airlines must ensure their staff remain accessible to passengers, offering timely updates, guidance and necessary care throughout periods of disruption.

The NCAA warned that failure to address these issues could erode public confidence in Nigeria’s aviation industry, particularly at a time when the sector is working to stabilise and grow.

Achimugu, however, acknowledged the support of the Federal Government in strengthening the aviation sector, commending the Minister of Aviation and Aerospace Development, Festus Keyamo, for ongoing interventions aimed at easing industry challenges.

He added that the NCAA would continue to engage stakeholders, enforce compliance and promote awareness of passenger rights to ensure a more accountable and responsive aviation system.