Numerous passengers have lodged complaints with the Nigeria Civil Aviation Authority regarding mistreatment by both domestic and international airlines. The complaints range from flight cancellations and missing items to violations of consumer rights, leading some passengers to take legal action against the airlines.
According to a consumer complaint document obtained from the NCAA, a significant number of passengers reported issues with airlines between January 2024 and January 2025. The regulatory agency has been working to address these complaints and resolve disputes between passengers and airlines.
The document revealed that both domestic and international airlines faced complaints, with a higher number of grievances reported on domestic routes. Flight delays and cancellations were cited as major causes of frustration among passengers, impacting their travel plans and appointments.
Industry experts have called for increased awareness among passengers about their rights and obligations when traveling. The efforts of the NCAA in handling consumer protection issues have been recognized, although passengers are urging for sustained improvements in the aviation industry.
One frequent flyer commended the NCAA for reducing conflicts and complaints at airports, attributing the positive change to the agency’s intervention. The Director of Public Affairs and Consumer Protection at the NCAA acknowledged challenges in ensuring airline compliance but noted progress through stakeholder engagements and enforcement actions against non-compliant operators.