T he Nigeria Civil Aviation Authority has demanded that airlines submit their fare filings to the Directorate of Air Transport Regulation, warning that discrepancies will attract sanctions. The directive forms part of a wider enforcement response to a growing Passenger Complaint Surge across Nigeria’s domestic aviation market, driven by flight disruptions, cancellations and alleged ticket racketeering.
Director of Consumer Protection and Public Relations, Mr. Michael Achimugu, also challenged airlines to justify sharp increases in domestic airfares on certain routes. Reports before the authority showed ticket prices exceeding ₦500,000, despite no recent rise in statutory taxes or charges. He insisted that approved fare filings must reflect actual selling prices, therefore warning that inconsistencies would trigger further regulatory action.
Mr. Achimugu issued the directive during a high-level meeting with domestic airline operators on December 12, 2025. The meeting, held at the NCAA ICT Conference Room in Abuja, was convened to address mounting complaints over flight delays, last-minute cancellations and alleged ticket racketeering involving airline staff and third-party agents.
Passenger Complaint Surge
Presiding over the session, the director described the scale of recent disruptions as unacceptable. He noted that the authority had recorded a sharp Passenger Complaint Surge, particularly during the peak December travel period. According to him, the pattern suggested avoidable operational lapses rather than unavoidable disruptions.
He disclosed that the NCAA had conducted sting operations and reviewed extensive field reports across multiple airports. These findings revealed fraudulent ticketing practices, weak passenger communication and prolonged delays in processing refunds. In addition, the evidence reinforced the regulator’s decision to tighten enforcement across consumer protection and economic oversight areas.
Mr. Achimugu warned that airlines found culpable of chronic delays, cancellation abuses or ticket fraud would face severe penalties. He stated that sanctions could include fines of up to ₦100 million, stressing that regulatory tolerance had reached its limit amid the worsening Passenger Complaint Surge.
“We have said this repeatedly. Selling tickets for flights you know will not operate is criminal. If airlines continue to breach regulations, we will enforce sanctions without hesitation.”
Meanwhile, airline representatives at the meeting acknowledged difficulties meeting refund timelines. They attributed the delays to payment platforms and third-party ticketing agents, however conceding that passengers were often left uninformed. The operators pledged to improve communication, accelerate refunds and provide clearer updates during disruptions.
Mr. Achimugu emphasised that while the NCAA remains committed to supporting the aviation industry, passenger protection remains its primary mandate. He warned that repeated infractions would no longer be excused, especially where misconduct was avoidable and commercially motivated.
“With the volume of disruptions this December, airlines must step up. We have defended you when disruptions were beyond your control, but avoidable misconduct will no longer be overlooked.”
In addition, the authority announced plans to publish more enforcement data and airline performance statistics on its public dashboard. The initiative is expected to improve transparency and rebuild public confidence, which has been eroded by the persistent Passenger Complaint Surge affecting domestic travellers.
The meeting followed growing concerns that passengers often receive cancellation or delay notifications only after arriving at airports. Allegations also persist that some airline staff and third-party agents purchase tickets in bulk and resell them at inflated prices, further worsening public frustration.
It concluded with renewed commitments from airline operators to strengthen customer service standards, enforce regulatory compliance and work more closely with the NCAA. The goal, according to the regulator, is to stabilise domestic operations during peak travel periods and reduce the Passenger Complaint Surge confronting Nigeria’s aviation sector.
