The Challenges of Consumer Protection in Nigeria’s Aviation Sector
Consumer protection has long been a critical concern within Nigeria’s aviation industry, often creating tension between the rights of passengers and the obligations of airlines. Michael Achimugu, the Director of Public Affairs and Consumer Protection at the Nigerian Civil Aviation Authority (NCAA), has been at the forefront of addressing these challenges over the past two years. His insights reveal the complexities of enforcing regulations and fostering a fair environment for all stakeholders.
A Test of Will and Patience
Since assuming his role, Achimugu has faced numerous obstacles that have tested both his professional capabilities and personal resilience. He describes the position as a true test of his ability to enforce regulations effectively. Despite the difficulties, he has found the experience rewarding, noting that adversity has helped him grow and make a positive impact on the sector within a short time frame.
One of the key issues he has tackled is the lack of enforcement of existing consumer protection regulations. While the rules are robust, previous administrations lacked the political will to implement them properly. Achimugu has worked to change this by increasing transparency, raising awareness about passenger rights, and ensuring accountability for both airlines and passengers.
Progress in Consumer Rights and Awareness
Achimugu has observed significant progress in consumer rights and awareness over the past two years. Passengers are now more informed about their entitlements, and airlines have responded by increasing refunds and compensations. In 2025 alone, airlines have paid an average of 200% more in refunds compared to 2024. This trend reflects a growing commitment to consumer satisfaction and improved service quality.
Moreover, there has been a marked improvement in on-time performance, with greater transparency in airline operations. Information that was once closely guarded is now more accessible, contributing to a more balanced and trustworthy system.
Navigating Challenges and Pushback
Despite these achievements, Achimugu acknowledges that challenges remain. One of the most difficult aspects of his role has been ensuring that the system respects and enforces its own regulations. Initially, many operators were used to operating without oversight, but this has changed under his leadership.
He credits his support from the Director General of the Civil Aviation Authority (DGCA), Captain Chris Najomo, for helping to navigate these challenges. Their collaboration has allowed Achimugu to focus on his responsibilities without undue interference. However, some pushback from airlines has been inevitable, and Achimugu emphasizes the importance of maintaining a strong stance when necessary.
Another challenge involves educating passengers about their responsibilities. Achimugu notes that while passengers have rights, they must also understand that they are not always in the right. This requires patience and effort, especially in a country like Nigeria where expectations can be high.
Addressing Taxation and Operational Challenges
Multiple taxation remains a major issue for airlines, as it affects airfares and can threaten their financial stability. Achimugu acknowledges that while this is not directly within his purview, it is a concern that impacts passenger experiences. He highlights the efforts of the Minister of Aviation and Aerospace Development, who is working to reduce these taxes in collaboration with the President.
Operational challenges such as the lack of dry-lease aircraft have also affected Nigerian airlines. Fortunately, recent developments have addressed some of these issues, allowing airlines to operate more efficiently. Government interference, which previously hindered growth, has also been reduced, enabling airlines to focus on improving services and expanding their operations.
Ensuring Compliance and Accountability
The NCAA has taken steps to ensure that foreign airlines comply with local regulations. Achimugu notes that while occasional lapses may occur, passengers now know that there is an authority that holds airlines accountable. Recent sanctions against foreign carriers, including Kenya Airways, Ethiopian Airlines, and Royal Air Maroc, mark a significant shift in enforcement practices.
Achimugu also addresses concerns about the enforcement of regulations on unruly passengers, particularly those involving influential individuals. He firmly rejects the notion that the NCAA struggles with such cases, emphasizing the authority’s commitment to upholding standards regardless of status.
Vision for the Future
Looking ahead, Achimugu envisions the Directorate of Public Affairs and Consumer Protection as a leading force in Africa. He aims to build a system that remains efficient and effective for the long term. With ongoing efforts to improve transparency, accountability, and passenger education, the NCAA is well on its way to achieving this goal.
