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The majority of domestic air passenger complaints in Nigeria are directed at just two airlines, a senior aviation official said Sunday, warning that refusing refunds gives the industry a “bad image.”
Michael Achimugu, Director of Public Affairs and Consumer Protection at the Nigeria Civil Aviation Authority (NCAA), made the comments in a post on X.
“Majority of domestic air passenger complaints are against two airlines,” Achimugu wrote.
“While we understand the extenuating circumstances around jet fuel, bird strikes, and other force majeure cases, it is important that ALL airlines pay serious attention to the provision of information to passengers during disruptions, refunds and compensations within time, and generally improving the quality of their services.”
Achimugu did not name the two airlines.
He said airlines must stop taking passengers’ money without providing refunds when services are not delivered.
“You cannot take money from passengers and refuse to refund. It gives us a bad image. Circumstances are as difficult for the passengers as they are for operators, if not more,” he wrote.
He also called on airline staff to remain available during disruptions rather than avoiding passengers.
“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 said.
Achimugu said that some operators have accused him of being “highhanded and unprofessional,” but he disagreed with that assessment.
“We have brought the NCAA and this industry closer to the people that government serves. We have made things easier for the airlines. We have stood in the gap for them when their backs have been against the wall,” he said.
He added: “We have ensured that, more than ever before, passengers know and comply with the regulations as much as operators are expected to.”
Achimugu called on all industry stakeholders to work toward leaving a world-class aviation sector for future generations.
“History and posterity beckon on us at the same time. We all have a duty to ensure that, in the near future, it will be said of aviation in Nigeria that this was its finest hour,” he wrote.
“In an industry where there are multiple kings, responsibilities must not be abdicated. I humbly submit.”
Majority of domestic air passenger complaints are against two airlines. While we understand the extenuating circumstances around jet fuel, bird strikes, and other force majeure cases, it is important that ALL airlines pay serious attention to the provision of information to…
— Michael Achimugu (@mikeachimugu01) April 26, 2026
