Consumer protection obligations and visa verification processes were both at the centre of discussions as the Nigeria Civil Aviation Authority hosted Wakanow leadership in Abuja. The Authority used the medium to establish that compliance with Part 19 of the regulations remains mandatory.
The management of the Nigeria Civil Aviation Authority (NCAA) received a delegation from Wakanow on 17 February 2026 at its Corporate Headquarters. The team was led by Managing Director and Chief Executive Officer, Mrs. Adenike Macaulay. Meanwhile, directors of key regulatory departments were present to address operational and consumer matters.
Welcoming the delegation, Director-General of Civil Aviation, Capt. Chris Najomo, stressed the importance of proper visa verification before ticket issuance. He noted that passengers denied entry due to invalid visas create avoidable complications. However, he reaffirmed the NCAA’s commitment to ease of doing business without compromising regulatory standards.
Director of Public Affairs and Consumer Protection, Mr. Michael Achimugu, elaborated on compliance with Part 19 of the Nigeria Civil Aviation Regulations (Nig. CARs) 2023. He emphasised that the provisions directly address passenger rights and consumer protection obligations. In addition, he referenced the five-point agenda of the Honourable Minister of Aviation and Aerospace Development, Mr. Festus Keyamo (SAN).
According to Mr. Achimugu, timely resolution of passenger complaints is compulsory under the regulations. He stated clearly that the timeline for refunds and dispute resolution is 14 days. Therefore, service providers must structure their processes to meet this statutory requirement.
Director of Air Transport Regulation, Mrs. Olayinka Babaoye-Iriobe, commended Wakanow for its achievements within the travel sector. She called for continued collaboration between the company and the NCAA. Meanwhile, she stressed the importance of maintaining accountability across the aviation value chain.
Earlier in her remarks, Managing Director and Chief Executive Officer, Mrs. Adenike Macaulay, had expressed concerns about passengers booking tickets without securing valid visas. She explained that such passengers are often denied entry and returned, creating operational strain. However, she sought cooperation with the Authority, particularly on data sharing.
Mrs. Macaulay assured the NCAA of Wakanow’s commitment to addressing all identified issues. She reiterated the company’s readiness to comply fully with regulatory requirements. In addition, she highlighted the importance of industry-wide collaboration to reduce passenger inconvenience.
She was accompanied by Regional Director, Northern Zone, Mr. Pius Ogbaje, and Regional Manager, Northern Zone, Mrs. Folasayo Odia. On behalf of the NCAA, Special Adviser to the DGCA and Head of Flight Operations and Adjudication, Mrs. Ifueko Abdulmaleek, attended. Head of Protocol and Passages, Mr. Busari Taiwo, and Assistant General Manager, Public Relations, Mrs. Gloria Yavath, were also present.
Wakanow and Part 19 Obligations
The engagement reinforces the NCAA’s ongoing focus on consumer protection enforcement. Part 19 of the Nig. CARs 2023 outlines obligations on refunds and complaint resolution timelines. Further regulatory guidance is available on the NCAA website.
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