The Nigeria Civil Aviation Authority (NCAA) has disclosed a significant volume of passenger refunds and compensations were facilitated in 2025, with domestic airlines paying over ₦1 billion to affected travellers within a three-month period.
NCAA’s Director of Public Relations and Consumer Protection, Mr Michael Achimugu disclosed this on Monday while speaking on the agency’s 2025 performance.
Achimugu said the milestone was achieved through stricter enforcement of Part 19 of the NCAA Regulations, which covers consumer protection obligations of airlines.
“Between May and July this year alone, domestic airlines paid out over a billion naira in refunds without recourse to the NCAA,” he said, noting that such compliance was previously uncommon in the sector.
He explained that passengers are now receiving refunds, hotel accommodation and other forms of compensation that were once considered “alien” in Nigeria’s aviation industry.
According to him, improved stakeholder engagement and round the clock availability of consumer protection officers have strengthened passenger confidence in the system.
“Passengers now know there is always someone willing to listen. Even if a matter is not resolved, it will never be because nobody listened,” Achimugu stated.
He added that airlines have also adjusted to the new regulatory environment, often complying voluntarily without the need for regulatory escalation.
He explained that improved enforcement of consumer protection rules has forced airlines to align operations with global best practices, particularly in handling delays, cancellations and refunds.
According to him, airlines now make refunds proactively, a development that reflects growing regulatory consciousness within the industry.
“The terrain is different. It is no longer business as usual.Most times, we don’t even need to escalate issues anymore. Airlines comply naturally because they know we will stand our ground,” he said.
Achimugu noted that while some operators still attempt to “beat the system,” the NCAA has demonstrated sufficient resolve to enforce compliance where necessary.
