NCAA Targets 90% Passenger Complaint Resolution Rate in 2026

The Nigerian Civil Aviation Authority (NCAA) successfully resolved 65% of passenger complaints in 2025, marking a significant 10 percentage-point improvement over the prior year. Michael Achimugu, the Director of Public Affairs and Consumer Protection, expressed optimism that the authority will achieve its target of a 90% resolution rate by the end of 2026.

These efforts are part of a broader initiative to bolster consumer protection and enhance service delivery within Nigeria's aviation industry. Achimugu's dedication to these goals was recognized when he received the 2026/2027 African Brands Personality Award for his outstanding contributions.

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he was optimistic that the authority would attain a 90 per cent resolution rate before the end of 2026, as efforts continue to strengthen consumer protection and improve service delivery within the aviation industry.

The award ceremony, held at the NCAA headquarters in Abuja, highlighted Achimugu's prioritization of passenger rights in accordance with Nigerian Civil Aviation Regulations. Godwin Enesi Chatta, who led the African Brands delegation, affirmed that under Achimugu's leadership, the directorate has intensified public awareness campaigns and improved engagement with airlines to ensure compliance.

Chatta commended Achimugu for his role in defending the NCAA against misinformation and ensuring the public receives accurate information on aviation safety, regulatory activities, and passenger compensation policies. The NCAA has reported substantial growth in passenger refunds and increased airline compliance, attributed to stronger enforcement and public awareness initiatives.

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as Director, Achimugu has prioritised protecting the rights of airline passengers in accordance with the Nigerian Civil Aviation Regulations and the Consumer Protection framework.