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The Director of Public Affairs and Consumer Protection at the Nigeria Civil Aviation Authority (NCAA), Michael Achimugu, has revealed that the Directorate under his leadership recorded the highest volume of ticket refunds, passenger compensation, and regulatory compliance interventions in the history of the authority.
Speaking recently at the headquarters of the authority in Abuja where he was honoured with the 2026/2027 African Brands Personality Award in recognition of his contributions to consumer protection and the promotion of passenger rights in Nigeria’s aviation sector, Achimugu disclosed that the NCAA achieved a 65 per cent passenger complaint resolution rate in 2025, representing a 10 percentage-point improvement over the previous year’s performance.
He expressed confidence that the Authority is on course to 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. He also noted that, under his leadership, the Directorate has recorded the highest volume of ticket refunds, passenger compensation, and regulatory compliance interventions in the history of the authority.
The African Brands Personality Award was presented by the African Brands delegation led by Mr. Godwin Chatta, who said that as Director, Achimugu has prioritised protecting the rights of airline passengers in accordance with the Nigerian Civil Aviation Regulations and the Consumer Protection framework.
According to him under his leadership, the directorate has intensified public awareness campaigns, encouraged passengers to understand their rights, and strengthened engagement with airlines to improve compliance with consumer protection regulations.
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He added that public communication has enhanced the NCAA’s relationship with the public through regular public enlightenment programmes, and transparent communication on aviation issues has improved passengers’ understanding.
Achimugu was commended for actively defending the NCAA against misinformation while ensuring that the public receives accurate and timely information regarding aviation safety and regulatory activities, advocacy for Passenger Rights, increased awareness of passenger compensation policies, flight delay rights, and consumer complaint resolution.
The authority, he further said, has reported significant growth in passenger refunds and airline compliance with consumer protection regulations, reflecting stronger enforcement and public awareness initiatives.
Receiving the award, Mr. Achimugu described the recognition as a testament to the collective commitment of the Authority to protecting the rights and interests of air travellers.
He highlighted the statutory mandate of the Directorate of Public Affairs and Consumer Protection, which includes resolving passengers’ complaints relating to flight delays, cancellations, baggage issues, ticket refunds, and other consumer protection matters.
