The Director of Public Affairs and Consumer Protection at the Nigeria Civil Aviation Authority (NCAA), Michael Achimugu, has disclosed that the Directorate recorded the highest volume of ticket refunds, passenger compensation and regulatory compliance interventions in the history of the Authority, reflecting ongoing efforts to strengthen consumer protection in Nigeria’s aviation sector.
The disclosure was made at the NCAA headquarters in Abuja when Achimugu received the 2026/2027 African Brands Personality Award in recognition of his contributions to consumer protection and the promotion of passenger rights within the country’s aviation industry.
The development comes as the NCAA continues to intensify enforcement of the Nigerian Civil Aviation Regulations aimed at improving airline accountability, resolving passenger complaints and ensuring better service delivery. In recent years, the Authority has increased oversight of airlines over issues relating to flight delays, cancellations, baggage handling, refunds and compensation for affected passengers.
Achimugu said the NCAA achieved a 65 per cent passenger complaint resolution rate in 2025, representing a 10-percentage-point improvement over the previous year’s performance.
He expressed confidence that the Authority is on course to attain a 90 per cent resolution rate before the end of 2026 as efforts continue to strengthen consumer protection and improve service delivery across the aviation industry.
He added that under his leadership, the Directorate recorded the highest volume of ticket refunds, passenger compensation and regulatory compliance interventions in the history of the Authority.
Presenting the award, the African Brands delegation, led by Mr. Godwin Chatta, said Achimugu had prioritised the protection of airline passengers’ rights in line with the Nigerian Civil Aviation Regulations and the country’s consumer protection framework.
According to Chatta, the Directorate has intensified public awareness campaigns, encouraged passengers to understand their rights and strengthened engagement with airlines to improve compliance with consumer protection regulations.
He added that the Directorate’s public communication strategy has strengthened the NCAA’s relationship with the public through regular enlightenment programmes, while transparent communication on aviation issues has improved passengers’ understanding of regulatory processes.
Chatta also commended Achimugu for actively defending the NCAA against misinformation while ensuring that the public receives accurate and timely information on aviation safety and regulatory activities.
He noted that sustained advocacy on passenger rights has increased public awareness of compensation policies, flight delay rights and consumer complaint resolution mechanisms.
According to him, the Authority has also recorded significant growth in passenger refunds and airline compliance with consumer protection regulations, reflecting stronger enforcement and increased public awareness.
Receiving the award, Achimugu described the recognition as a testament to the collective commitment of the NCAA to protecting the rights and interests of air travellers.
He highlighted the statutory responsibilities of the Directorate of Public Affairs and Consumer Protection, which include resolving passengers’ complaints relating to flight delays, cancellations, baggage issues, ticket refunds and other consumer protection matters.
