The Nigerian Civil Aviation Authority (NCAA) has received complaints from approximately 2,798 passengers regarding various forms of maltreatment by both international and domestic airlines. These grievances range from flight cancellations and missing belongings to consumer rights violations, with some passengers even taking legal action against the airlines.
Rising Passenger Complaints in the Aviation Sector
A consumer complaint report obtained by FRONTPAGE from the NCAA details the regulatory agency’s ongoing efforts to resolve disputes between passengers and airline operators. The report indicates that while passengers blame airlines for their poor experiences, some airline operators argue that certain passengers have become unruly at Nigerian airports.
Between January 2024 and January 2025, the NCAA recorded 2,384 complaints against domestic airlines. Of these, 1,092 cases were successfully resolved, while 1,292 remain unsettled. On the international front, 414 passengers officially lodged complaints, with 167 cases resolved and 247 still pending at the time of this report.
Increase in Complaints Over the Past Year
A review of the data shows that between January 2024 and September 2024, the highest number of domestic airline complaints in a single month was 70. However, there was a noticeable surge between October 2024 and January 2025, with monthly complaints rising to between 102 and 155 cases. For international airlines, the highest number of complaints was recorded in January 2024, with 37 passengers filing grievances.
Why Are Flight Delays and Cancellations Increasing?
The majority of airport disputes stem from flight delays and cancellations, often disrupting critical appointments for passengers. Many of these missed commitments were not rescheduled, causing irreversible losses for travelers.
Industry experts have pointed to several factors responsible for the increasing flight disruptions:
- Inadequate airport facilities provided by the Federal Airports Authority of Nigeria (FAAN).
- Deficiencies in navigational aids supplied by the Nigerian Airspace Management Agency (NAMA), especially during poor weather conditions.
- Poor airline management—domestic operators, in particular, have been criticized for canceling or delaying flights without prior notice.
NCAA’s Consumer Protection Efforts Yielding Results
Despite these challenges, passengers have commended the NCAA for strengthening its consumer protection initiatives. Regular traveler Joseph Udoka acknowledged the NCAA’s impact, noting that disputes at airports have significantly reduced compared to previous years.
“Now, different complaints and fights at the airport have drastically reduced, unlike before. In the past, whenever you got to the airport, you would see at least one or two altercations between passengers and airline officials,” Udoka stated.
“Many airlines at that time showed no remorse. They acted like emperors. But now, all you need to do is walk up to any NCAA officer at the airport, and they will assist you.”
NCAA Enforces Compliance Among Airlines
Responding to inquiries, NCAA Director of Public Affairs and Consumer Protection, Michael Achimugu, admitted that enforcing compliance among airline operators has been challenging. He explained that many airlines were initially reluctant to adhere to the NCAA Act, which outlines aviation industry regulations in Nigeria.
However, the NCAA has been engaging stakeholders regularly, implementing sanctions where necessary to ensure compliance. Achimugu noted that these interventions are gradually changing the industry, making air travel more consumer-friendly.
As passenger awareness continues to grow, experts urge the NCAA to intensify its public education efforts on consumer rights and obligations. While progress has been made, sustaining these regulatory measures will be key to ensuring a more accountable and efficient aviation sector in Nigeria.
