The Nigerian Civil Aviation Authority (NCAA) has taken decisive action against five major airlines, sanctioning them for failing to meet consumer protection standards. The move is part of an ongoing effort to ensure that passengers are treated fairly and that airlines uphold their responsibility in handling customer complaints and refund requests.
The sanctions, which were officially announced two weeks ago, have caused a stir within the aviation industry. However, the NCAA has been quick to clarify that the enforcement actions are not tied to safety concerns, as some media outlets had initially reported. According to Michael Achimugu, the Director of Consumer Protection and Public Affairs at the NCAA, the enforcement was purely a response to consumer protection violations, particularly delays in refunding passengers within the time frame stipulated by the NCAA’s regulations.
“Contrary to reports making the rounds in some sections of the media, the sanctions are not based on safety issues. The focus is on consumer protection,” Achimugu stated, emphasizing that the NCAA’s role is to ensure that passengers are treated with respect and fairness by all airlines operating in the country.
The five airlines sanctioned include Royal Air Maroc, Ethiopian Airways, Air Peace, Arik Air, and Aero Contractors. The NCAA had issued a warning to all airlines two weeks prior, stressing that any airline found to be delaying refunds beyond the required time limit would face penalties.
The Refund Crisis and Stakeholder Response
The issue came to a head when the NCAA’s Consumer Protection Department began receiving complaints from passengers regarding delayed refunds. The department’s investigation revealed that several airlines were not adhering to the mandated time frames set out in Part 19 of the NCAA Regulations 2023.
For the affected airlines, this decision comes on the back of a growing concern over the impact of flight delays and cancellations on passenger satisfaction. The NCAA had already called on operators to adjust their flight schedules to match their available aircraft and improve their handling of consumer complaints.
Captain Chris Najomo, the Acting Director-General of the NCAA, convened an emergency stakeholders’ meeting following the enforcement announcement. During the meeting, he urged airline operators to take urgent measures to address the persistent problems of flight delays and cancellations that have led to growing dissatisfaction among Nigerian air travelers.
“Operators must trim their operations in line with their aircraft availability,” Najomo stressed. “More importantly, passenger complaints must be given immediate attention. This is non-negotiable.”
In response to the sanctions, Allen Onyema, the Chairman of Air Peace, admitted that some internal financial processes had delayed refunds for passengers. Onyema, however, made it clear that this was not a reflection of the airline’s core values.
“I’ve noticed that some of our finance staff delayed these payments, and I’m not happy about it. Our vision is to put the passengers first, and we are committed to improving our response time,” Onyema said, acknowledging the enforcement action and promising to address the issue within Air Peace’s operations.
While some industry insiders speculated that the sanctions might have been based on more serious operational issues, Achimugu was adamant that the action taken was not about safety or technical concerns. The NCAA’s stance is clear: the protection of consumers—especially in matters such as flight delays, cancellations, and refunds—is the authority’s top priority.
“It is important to note that the NCAA does not sensationalize serious issues,” Achimugu stated. “Our department is specifically tasked with consumer protection, not technical matters. Our job is to ensure that airlines fulfill their obligations to passengers. We are committed to being an unbiased umpire in all situations.”
The sanctions imposed on the five airlines have sparked a debate within the aviation sector about the role of consumer rights and the responsibilities of operators to ensure that passengers are not unduly inconvenienced. Many industry observers have applauded the NCAA for taking a firm stand on passenger rights, pointing out that consumer protection should always be a priority.
As the sanctions take effect, the five airlines involved will likely face increased scrutiny from both passengers and regulators. The message from the NCAA is clear: consumer rights will not be compromised, and airlines must be held accountable for their actions.
“The Nigerian Civil Aviation Authority is here to ensure that passengers’ rights are protected, and that airlines live up to the standards expected of them,” concluded Achimugu. “This is just the beginning of a broader effort to ensure that air travel in Nigeria is safe, fair, and reliable for all passengers.”
As the Nigerian aviation industry looks to recover from the turbulence of recent years, the NCAA’s consumer protection initiatives are expected to play a pivotal role in reshaping the relationship between airlines and their customers. This latest move by the NCAA serves as a reminder that consumer rights must remain at the forefront of the industry’s operations, and that passengers deserve nothing less than the highest standard of service.
