Chris Najomo, Director-General of the Nigeria Civil Aviation Authority (NCAA), has called for an urgent meeting with the Chief Executive Officers of domestic airlines in response to the ongoing flight delays and cancellations during the festive season.
Michael Achimugu, Director of Public Affairs and Consumer Protection at NCAA, shared the news on his X handle Thursday, explaining that Najomo is cutting short a crucial assignment to meet with the airline CEOs on Friday. Achimugu emphasized that this step highlights the NCAA’s commitment to addressing the concerns of passengers.
Achimugu also shared his own experience while trying to catch a flight, where he witnessed the frustration of passengers. “Passengers were really angry and threatened to become violent,” he said. “I personally addressed them, engaging for about 20 minutes to clarify that I would check with the Nigerian Meteorological Agency (NiMET) regarding the weather conditions and to explain that the airline wasn’t liable for delays caused by force majeure.”
Despite the tension, Achimugu took immediate action to mitigate the passengers’ concerns. “I insisted that the airline provide transportation back to the Central area for all passengers. For elderly passengers who appeared too weak after waiting for hours, I personally arranged and paid for nearby accommodation at Peace Media Hotel.”
In a further effort to make amends, the airline agreed to compensate passengers with 50 percent refunds and offer cash refunds to those who requested them. “I told passengers they could choose to redeem the 50 percent refund in cash, rather than as a voucher,” Achimugu added. He also made sure to provide passengers with access to the NCAA’s complaints system, urging them to contact him directly if their issues were not resolved by the following morning.
A few days prior, the NCAA had announced it would take action against five airlines, marking the first time in over a decade that the authority’s Consumer Protection Department had taken such a step. Achimugu noted that he had written to NiMET requesting daily weather reports directly to his office to help quickly verify if weather conditions were being used as an excuse by airlines.
In a personal act of goodwill, Achimugu also revealed that he had used part of his salary to assist passengers awaiting refunds from an airline in financial distress. “I didn’t owe anyone that courtesy, and it’s not sustainable, but it shows the humane side of the NCAA under Capt. Najomo,” he said.
While acknowledging that many disruptions are beyond the control of airlines, Achimugu emphasized the need for a holistic approach to solving the industry’s challenges. He also praised the leadership of Aviation Minister Festus Keyamo, who has worked to address long-standing capacity issues in the sector. “Keyamo has made significant progress in resolving the industry’s capacity challenges and improving infrastructure, including the installation of instrument landing systems at sunset airports,” Achimugu said.
He urged patience, noting, “The industry will not be perfect in one year, but under Keyamo’s leadership, substantial progress has already been made.”
