In a decisive move to tackle persistent flight delays and cancellations during the festive season, the Director-General of the Nigeria Civil Aviation Authority (NCAA), Chris Najomo, has scheduled an urgent meeting with the Chief Executive Officers of domestic airlines in Nigeria.
This development was shared by the NCAA’s Director of Public Affairs and Consumer Protection, Michael Achimugu, on his X account on Thursday. Achimugu commended Najomo for cutting short an important assignment to prioritize this critical issue, with the meeting set to take place on Friday.
Passenger-Centric Intervention
Sharing his personal experience, Achimugu revealed the challenges passengers faced during a recent flight delay. “I walked into the scene this evening while trying to catch a flight myself. Passengers were visibly angry and on the verge of violence,” he recounted.
To address the situation, Achimugu stepped in, engaging passengers for over 20 minutes. He assured them he would verify the airline’s claims about adverse weather conditions with the Nigerian Meteorological Agency (NiMET), emphasizing that weather-related delays fall under force majeure, which limits the airline’s liability.
Proactive Solutions for Stranded Passengers
Achimugu went above and beyond to mitigate the inconvenience faced by passengers: He ensured the airline provided transportation back to the Central Area for all affected passengers.
For elderly passengers who appeared particularly distressed, he personally funded accommodation at a nearby hotel and then persuaded the airline to offer 50% compensation to passengers, with an option for cash redemption, as well as full refunds for those who requested it.
Also, to streamline the complaint resolution process, Achimugu facilitated access to the NCAA’s QR code for lodging complaints and assured passengers of prompt follow-up if their concerns were not resolved.
Commitment to Accountability
Achimugu highlighted NCAA’s recent crackdown on five airlines, marking the first such enforcement action by the Consumer Protection Department in over a decade. He emphasized the Authority’s commitment to transparency, noting his initiative to receive daily weather reports directly from NiMET. This measure will ensure quick verification of airlines’ claims about weather conditions.
In an extraordinary act of compassion, Achimugu also disclosed that he had used a portion of his salary to assist indigent passengers owed refunds by a struggling airline.
Driving Positive Change in the Aviation Sector
The NCAA’s proactive approach, under Najomo’s leadership, and Achimugu’s hands-on efforts reflect a renewed commitment to consumer protection and operational accountability in Nigeria’s aviation sector. This decisive intervention sends a strong message to airlines, ensuring passengers are treated with the respect and fairness they deserve.
