The Nigerian Civil Aviation Authority (NCAA) has expressed concern over the poor treatment of passengers by some domestic airlines, warning that such practices undermine consumer confidence and violate established aviation regulations.
The Director-General of the NCAA, Chris Najomo, made the position known in a statement on Tuesday in Abuja, where he criticised recurring cases of flight delays, cancellations, and inadequate communication to passengers.
Najomo noted that the authority had received a surge in complaints from air travellers regarding issues such as lack of timely information, refusal to provide care during extended delays, and poor customer service at airport terminals.
He emphasised that airlines operating within Nigeria are bound by the NCAA Consumer Protection Regulations, which mandate proper handling of passengers, including prompt notification of disruptions, provision of refreshments, accommodation where necessary, and compensation in applicable cases.
“The Authority will not tolerate any breach of passengers’ rights. Airlines must adhere strictly to the provisions of the regulations or face sanctions,” he said.
According to him, the NCAA has intensified monitoring and enforcement measures to ensure compliance, adding that erring airlines would be penalised in line with extant laws.
The NCAA boss further urged passengers to be aware of their rights and report any infractions through the Authority’s official complaint channels, assuring that all reports would be treated with urgency.
He also called on airline operators to improve operational efficiency and customer relations, stressing that the aviation sector’s growth depends largely on public trust and service reliability.
Industry stakeholders have, however, attributed some of the operational challenges to external factors, including fluctuating aviation fuel prices, airport congestion, and weather-related disruptions.
Despite these challenges, Najomo insisted that airlines must not use such constraints as justification for neglecting passenger welfare.
The NCAA reiterated its commitment to safeguarding the interests of air travellers while promoting a safe, secure, and efficient aviation industry in Nigeria.
