The Nigerian Civil Aviation Authority (NCAA) has received complaints from 2,798 passengers about poor treatment by both domestic and international airlines. Many passengers reported issues such as cancelled flights, missing luggage and other violations of consumer rights. Some have even taken legal action against the airlines.
According to a consumer complaint document, 2,384 complaints were filed against domestic airlines between January 2024 and January 2025. Out of these, 1,092 cases were resolved, while 1,292 remain unsettled. On international routes, 414 Nigerian passengers lodged complaints, with only 167 cases resolved, leaving 247 unresolved.
The highest number of complaints on domestic flights was recorded between October 2024 and January 2025, ranging between 102 and 155 complaints per month. For international flights, January 2024 saw the most complaints, with 37 passengers expressing dissatisfaction.
Industry experts have attributed the rising number of complaints to increased passenger awareness. They have urged the NCAA to continue educating travelers on their rights and responsibilities.
Flight delays and cancellations remain the biggest sources of frustration for passengers. Many travelers have missed critical appointments due to last-minute schedule changes. While some blame the Federal Airports Authority of Nigeria (FAAN) for poor infrastructure, others point to the Nigerian Airspace Management Agency (NAMA) and unfavorable weather conditions. Meanwhile, some critics accuse airlines, especially domestic carriers of delaying and canceling flights without prior notice.
Despite these challenges, passengers have praised the NCAA for improving consumer protection. Frequent traveler Joseph Udoka noted that complaints and confrontations at airports have reduced significantly. “In the past, airlines acted like emperors, showing no remorse. Now, passengers can report issues directly to NCAA officials at the airport,” he said.
NCAA Director of Public Affairs and Consumer Protection, Michael Achimugu, acknowledged that getting airlines to comply with regulations was initially difficult. However, he stated that ongoing stakeholder engagements and penalties for non-compliant airlines are helping to improve the situation.