The Nigeria Civil Aviation Authority (NCAA) says it achieved 65 per cent passenger complaint case resolution rate in 2025, representing a 10 per cent improvement over the previous year, as its Director of Public Affairs and Consumer Protection, Michael Achimugu, received the 2026/2027 African Brands Personality Award.
The improved NCAA case resolution rate emerged as one of the strongest indicators of the regulator’s consumer protection performance, shifting attention beyond the award itself to measurable outcomes in handling passenger complaints. The Authority also projects a 90 per cent resolution rate before the end of 2026.
NCAA Case Resolution Shows Consumer Protection Progress
The award was presented to Achimugu by the African Brands team, led by Godwin Enesi Chatta, at his office in Abuja on 29 June 2026. However, the presentation also highlighted the NCAA’s growing emphasis on resolving disputes involving flight delays, cancellations, baggage issues and ticket refunds.
Speaking after receiving the recognition, Achimugu said his directorate remains committed to protecting passengers through prompt complaint resolution and stronger regulatory enforcement.
“In 2025 alone, the NCAA achieved a 65% case resolution rate, marking a 10 per cent improvement on the previous year’s record. We are on track to reach a 90% resolution rate before the end of 2026,” he said.
The figures suggest continued progress in an area that has attracted sustained criticism from passengers over delayed refunds and unresolved complaints. Meanwhile, Achimugu said the directorate has also recorded its highest volume of ticket refunds, passenger compensation and regulatory compliance since he assumed office.
He explained that the directorate’s statutory responsibility covers complaints arising from flight disruptions, baggage handling, denied refunds and other consumer rights issues. Therefore, improving complaint resolution remains a key performance target for the Authority.
Achimugu also used the occasion to encourage air travellers to become more familiar with their rights under Nigeria’s aviation consumer protection regulations. According to him, informed passengers are better equipped to seek redress when airlines fail to meet their obligations.
“This award is dedicated to my children, my team and the leadership of the NCAA,” he said.
Although the African Brands Personality Award recognises individual contributions, the latest complaint resolution data provides a broader measure of the NCAA’s recent performance. In addition, the Authority’s target of reaching a 90 per cent resolution rate by the end of 2026 will likely become an important benchmark for assessing improvements in consumer protection across Nigeria’s aviation industry.
For passengers, the real significance lies not in the award itself but in whether the regulator can sustain faster complaint resolution, improve airline compliance and ensure that refunds and compensation are processed within established timelines. If the current trajectory continues, the NCAA’s consumer protection framework could record one of its strongest performances in recent years.
