The Nigerian Civil Aviation Authority has issued a warning to domestic airlines over persistent flight delays and the failure to provide adequate care for passengers during Yuletide, warning that sanctions will be imposed on operators that continue to violate consumer protection regulations.
The body issued the warning on Tuesday through the Director of Public Affairs and Consumer Protection at the NCAA, Michael Achimugu, via a video and statement separately posted on both his official X handle and that of the authority.
According to the statement, the directive followed an enforcement visit by NCAA officials to the Abuja operations of three domestic airlines, Xejet, Rano Air and United Nigeria Airlines, on Monday.
Achimugu said the visit revealed widespread non-compliance with passenger welfare provisions, particularly during periods of prolonged delays.
He noted that many airlines failed to provide timely and accurate information to passengers when flights were delayed, a situation he described as both misleading and unfair.
The NCAA also observed that some operators deliberately avoided providing light refreshments to passengers after two hours of delay, contrary to existing regulations.
Achimugu described the practice as unacceptable, stressing that airlines are required to adhere strictly to consumer protection rules, especially during the busy December travel season.
“While we understand the unique challenges of December in terms of flight disruptions, airlines must provide the necessary care for passengers at a time like this,” he said.
He explained that the authority had issued an ultimatum to airlines to immediately correct the identified lapses, warning that the directive was not limited to the three airlines inspected.
“We have observed that most airlines do not provide timely, honest information, and that they try to evade the provision of light refreshments two hours into a delay, as stipulated by Part 19 of the NCAA Regulations 2023,” Achimugu stated.
“The NCAA finds this unacceptable and has given an ultimatum to the airlines. We are watching, and action will be taken where necessary,” he added.
According to him, the enforcement inspections form part of the NCAA’s broader efforts to ensure strict compliance with consumer protection standards and to safeguard passenger rights during periods of increased air travel.
Meanwhile, NCAA has recorded its highest volume of passenger refunds and compensations, following stricter enforcement of consumer protection regulations and improved compliance by airlines.
Achimugu said stronger enforcement of Part 19 of the NCAA Regulations had compelled airlines to take passenger rights more seriously, leading to record refunds this year.
“We have been able to enforce Part 19 of the NCAA regulations much better than they ever were. And that’s why this year we’ve been able to achieve the highest volume of refunds, of course, compensations, and hotel accommodation,” he said, noting that such remedies were previously “alien to passengers.”
He said improved stakeholder engagement had also strengthened communication between passengers, airlines, and regulators. According to him, passengers now have greater confidence that their complaints will be heard.
“Our stakeholder engagement now is more robust. The passengers now know that there’s always someone they need to talk to. Even if they do not get a resolution at the end of the day, it wouldn’t be because nobody listened to them,” he said.
Achimugu added that the NCAA’s round-the-clock presence at airports had changed airline behaviour. “We are there 24 hours. So, this has helped to build trust in the system. The airlines themselves now know that the terrain is different. It’s no longer business as usual,” he said.
He disclosed that between May and July this year, domestic airlines paid out over N1b in refunds without direct NCAA intervention, a development he attributed to growing compliance within the industry. “They are getting there,” he said.
Despite the progress, Achimugu identified unruly passenger behaviour as one of the major challenges facing the department. He said many passengers focus heavily on their rights while ignoring their responsibilities.
“They are obsessed with their rights but not so much about their responsibilities. And because of the emotional approach of most Nigerians, when you want to enforce the regulations, public opinion tends to favour bad behaviour,” he said.
He noted that the agency is often caught between enforcing the law and managing public sentiment. “Most times you are torn between morality and the law when dealing with such cases,” he said, adding that government intervention is sometimes required to strike a balance.
Achimugu also revealed that the NCAA faces accusations of bias from both sides. “Airlines accuse us of being more on the side of the passengers. Sadly, the passengers whose rights we are protecting accuse us of being on the side of the airlines,” he said.
On institutional capacity, he said gaps in regulatory knowledge at some airport terminals had prompted extensive in-house and international training for staff, with the support of the Director-General of Civil Aviation, Captain Chris Najomo.
He called for a review of existing regulations, particularly those relating to unruly passengers: “Why do we have penalties for unruly passenger behaviour that we cannot enforce? So there are gaps. I’ve asked for a review of the regulations.”
Addressing flight disruptions, Achimugu said weather-related delays, especially in December, were unavoidable, stressing that the key issue was how airlines respond when disruptions occur. “The regulations recognise that disruptions will happen,” he said.
He added that the NCAA has overcome past resistance to sanctioning airlines, including major international carriers, due to strong institutional backing: “We’ve had the support of the President and the Ombudsman. That’s why we’re able to sanction these people without repercussions.”
According to Achimugu, the NCAA has recorded about an 80 per cent success rate in enforcing refunds this year, placing Nigeria among countries with the strongest passenger protection regimes. “Nigeria is one of the few countries in the entire world where the refund is in full,” he said.
Looking ahead, he said the agency plans further engagement and training for airlines in 2026, alongside regulatory reviews. He also raised concerns over foreign airlines operating in Nigeria without local customer service offices, describing it as one of the biggest challenges facing passenger protection.
“We intend to pressure them to domicile their customer care and staff offices here in Nigeria,” Achimugu said, adding that such measures would further strengthen consumer protection in the aviation sector.
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