The Nigeria Civil Aviation Authority has received complaints from 2,798 passengers alleging various forms of maltreatment by both domestic and international airlines.
While some travelers demand refunds for canceled flights or missing luggage, others have cited violations of consumer rights, with a few even taking legal action against airlines.
A consumer complaint document obtained by The PUNCH highlights the NCAA’s efforts to mediate the ongoing disputes between passengers and airlines.
While travelers blame the airlines for poor service, some operators have accused certain passengers of unruly behavior at airports.
According to the document, between January 2024 and January 2025, 2,384 complaints were officially lodged against domestic airlines.
Of these, the NCAA successfully resolved 1,092 cases, leaving 1,292 pending. On international routes, 414 Nigerian passengers also reported grievances, with 167 resolved and 247 still awaiting resolution at the time of filing this report.
The highest number of domestic complaints recorded between January and September 2024 stood at 70 per month.
However, a noticeable surge occurred between October 2024 and January 2025, with monthly complaints rising to between 102 and 155.
International travelers also raised more concerns in January 2024, with 37 passengers reporting dissatisfaction.
Experts in the aviation sector have observed increased awareness among passengers, urging the NCAA to further educate travelers about their rights and responsibilities.
Many conflicts at airports stem from flight delays and cancellations, often disrupting passengers’ crucial appointments, some of which are never rescheduled.
Industry stakeholders have attributed flight delays to several factors, including inadequate infrastructure provided by the Federal Airports Authority of Nigeria and challenges with navigational aids from the Nigerian Airspace Management Agency, particularly during adverse weather conditions.
However, others have criticized domestic airlines for last-minute delays and cancellations without prior notice.
Despite ongoing challenges, passengers have acknowledged NCAA’s growing commitment to consumer protection and urged sustained efforts to improve service delivery.
Frequent traveler Joseph Udoka commended the NCAA’s intervention, noting its impact in reducing tensions at airports.
He said, “Now, different complaints and fights at the airport have drastically reduced unlike before. In the past, whenever you get to the airport, you see one or two fights or displays of displeasure by passengers.
“Many of the airlines at that time did not even show remorse. Then, the airlines are best likened to emperors. But now, all you need is to walk to any of the officers of the NCAA at the airport.”
Speaking on the issue, NCAA’s Director of Public Affairs and Consumer Protection, Michael Achimugu, admitted that initially, getting airlines to comply with regulatory standards was challenging.
He noted that many operators had grown too accustomed to disregarding NCAA regulations.
However, through consistent stakeholder engagements and enforcement measures, the industry is witnessing positive changes—some of which required disciplinary action against non-compliant airlines.
