NCAA moves to improve service delivery

By Philippine Duru

philippineobetoduru@gmail.com

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The Nigerian Civil Aviation Authority (NCAA) has set an ambitious target of resolving at least 90 per cent of passenger complaints in 2026, as part of renewed efforts to strengthen consumer protection, improve service delivery and enhance public confidence in Nigeria’s aviation industry.

The initiative forms part of the regulatory agency’s broader strategy to ensure airlines, airport operators and other service providers comply with established consumer protection regulations while promoting accountability across the aviation value chain.

Industry stakeholders have welcomed the target, describing it as a significant step towards improving passengers’ travel experience amid recurring complaints over flight delays, cancellations, baggage mishandling, ticket refund delays and poor customer service.

The NCAA said achieving a 90 per cent complaint resolution rate would require closer collaboration with domestic and international airlines, airport operators and aviation service providers.

According to the regulator, prompt resolution of passenger complaints remains central to its mandate of protecting the rights of air travellers and ensuring that operators adhere to the provisions of the Nigeria Civil Aviation Regulations (NCARs).

The authority noted that a more efficient complaints management system would enhance transparency, reduce disputes between airlines and passengers, and encourage greater compliance with consumer protection standards.

Under the initiative, the NCAA plans to improve the speed and efficiency of handling complaints lodged by passengers through its Consumer Protection Department.

The agency is expected to strengthen digital complaint management platforms, improve response times and intensify monitoring of airlines’ compliance with directives relating to passenger compensation, refunds and service obligations.

Passengers who experience flight disruptions, denied boarding, baggage loss or other service-related issues are encouraged to report such incidents through the NCAA’s established complaint channels for prompt investigation and resolution.

The regulator believes that timely intervention will discourage unfair practices and promote higher service standards among airlines operating within Nigeria.

The aviation industry has continued to grapple with operational challenges ranging from adverse weather conditions and infrastructure constraints to aircraft availability, high operating costs and fluctuating foreign exchange rates.

These factors have contributed to frequent flight delays and cancellations, which remain among the most common sources of passenger complaints.

The NCAA acknowledged these challenges but stressed that passengers are entitled to fair treatment, accurate information and compensation where applicable under existing aviation regulations.

The authority reiterated that while operational disruptions may sometimes be unavoidable, airlines must communicate effectively with passengers and fulfil their obligations regarding refunds, rebooking and passenger care.

Aviation experts say the NCAA’s target reflects a growing emphasis on consumer-centric regulation and aligns with global best practices in aviation oversight.

According to industry analysts, improving complaint resolution mechanisms will not only enhance passenger confidence but also encourage airlines to strengthen internal customer service systems and adopt more proactive approaches to handling disputes.

They noted that an effective consumer protection framework is essential to sustaining growth in Nigeria’s aviation sector, particularly as passenger traffic continues to recover and expand.

Experts further argued that efficient complaint resolution would reduce litigation, improve airline accountability and foster healthier relationships between operators and travellers.

The regulator also intends to intensify public awareness campaigns to educate passengers about their rights and responsibilities when travelling by air.

Many passengers remain unaware of the procedures for seeking redress when flights are delayed or cancelled or when baggage is damaged, delayed or lost.

The NCAA believes greater awareness will empower travellers to assert their rights while encouraging airlines to comply fully with consumer protection obligations.

The agency also plans to deepen engagement with airline operators through regular consultations aimed at resolving recurring issues affecting passenger satisfaction.

As Nigeria’s aviation industry continues to expand, the NCAA’s goal of achieving a 90 per cent passenger complaint resolution rate in 2026 is expected to serve as a key performance benchmark for consumer protection.

Stakeholders believe that if successfully implemented, the initiative will improve service quality, strengthen regulatory oversight and reinforce confidence in Nigeria’s air transport system.

With increasing passenger expectations and growing competition among airlines, the regulator’s renewed focus on efficient complaint resolution underscores its commitment to building a more accountable, responsive and passenger-friendly aviation industry.