Authority tells air passengers to stop patronizing airlines with poor service, look for better alternatives
The Nigerian Civil Aviation Authority (NCAA) has revealed that seven airlines were sanctioned in 2025 for various violations of passenger rights, warning that stricter enforcement and more fines will be imposed in 2026 as part of efforts to improve service quality in the aviation sector.
The Director of Public Affairs and Consumer Protection at the NCAA, Michael Achimugu, made this known in a statement posted on his official
“Flight delays and cancellations will never end. Not in Nigeria, not on Earth. What we can do is bring them down to the bare minimum, but more importantly, enforce regulations by ensuring that airlines provide passengers the care they deserve during the disruption. We will also give multiple approvals to airlines in 2026. 7 approvals were given in 2025, but we will do more in 2026 Will do.”
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According to Achimugu, competition in the aviation industry exists to give passengers the power of choice, stressing that continued patronage of poorly performing airlines does not encourage service improvement.
He said, “I would like to encourage air travelers to learn to use alternative airlines if they are dissatisfied with the services of a particular airline, not only for domestic flights, but especially for international flights where there are so many choices.”
He cited the many international carriers operating in and out of Nigeria, noting that passengers are not limited to one gateway or airline. Achimugu pointed out that Air Algeria, which recently commenced operations in Nigeria, offers fast transit to Europe, while airlines such as Qatar Airways, Lufthansa, KLM, Air France, Ethiopian Airlines, RwandAir and Turkish Airlines offer multiple routing options.
He said, “The reason competition exists is to ensure that passengers enjoy the power of choice. Stop going back to the airline you always complain about. It makes no sense and it also doesn't help in forcing them to improve the quality of service they offer.”
Achimugu pointed out that airlines rely heavily on data analytics and can easily identify repeat travelers, noting that meaningful consumer action, including boycotts, can more effectively impact service standards than endless complaints.
While reaffirming the NCAA's commitment to protecting the rights of passengers, he stressed that passengers should also understand the different business models adopted by airlines.
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“If you need better service, just try alternatives. It's not possible for all airlines to operate at the same level, no matter how vehemently you complain.
“Passengers should also understand that although they are the reason the industry exists the way it does, all airlines are also commercial entities founded on different business models. For some, it's cheap airfare.
“For others, higher airfare, but better travel experience (more modern aircraft, better food, WiFi, in-flight entertainment, comfort, etc.). Some airlines will give you more baggage allowance, while some will charge lower fares, but you have to pay for each kilogram of luggage,” he said.
He said flight delays and cancellations are a global reality and cannot be completely eliminated but can be reduced to a minimum through effective regulation and strict compliance with consumer protection rules.
“What we can do is enforce rules to ensure that airlines provide passengers with the care they deserve during the disruption. We will sanction airlines even more in 2026,” Achimugu said.
Seven airlines, both local and foreign, were sanctioned in 2025 for offenses ranging from poor handling of passenger luggage and refund failure to mistreatment of passengers and violation of delays and cancellation rules.
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Among the sanctioned airlines, Qatar Airways was fined ₦5 million on November 19 for inhumane treatment of a Nigerian passenger. Ethiopian Airlines was also sanctioned in February for violations that included a failure to process passenger refunds.
In September, Kenya Airways was fined over passenger rights violations involving a Nigerian passenger.
Air Peace was sanctioned in February for violating Part 19 of NCAA Regulations 2023, which included failure to refund passengers within stipulated timelines, non-responsiveness to regulatory instructions, mishandling of baggage and issues related to flight delays and cancellations.
Other airlines sanctioned for various consumer rights violations include Arik Air, Aero Contractors and Royal Air Maroc.
Meanwhile, the NCAA has issued fresh warnings to domestic airlines over frequent flight delays and failure to provide adequate passenger care, especially during the busy December travel period.
Achimugu disclosed that the warning followed an enforcement visit by NCAA officials to the Abuja operations of three domestic airlines, Zejet, Rano Air and United Nigeria Airlines on Monday.
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He said the authority found that some airlines were not providing timely and honest information to passengers during delays and were deliberately avoiding provision of light refreshments after two hours as per rules.
Describing the practice as unacceptable, Achimugu stressed that airlines must fully comply with consumer protection provisions, warning that continued violations will attract sanctions.
