Michael Achimugu, director of public affairs and consumer protection at the Nigeria Civil Aviation Authority (NCAA), says the agency resolved 65% of passenger complaints in 2025, up 10 percentage points from 2024. He believes the NCAA will hit a 90% resolution target by the end of 2026.
Achimugu received the 2026/2027 African Brands Personality Award at NCAA headquarters in Abuja for his work defending passenger rights in Nigeria's aviation sector. The African Brands delegation, led by Godwin Enesi Chatta, presented the honour.
Under Achimugu's direction, the agency has intensified public awareness campaigns to help passengers understand their rights. The directorate has also strengthened its engagement with airlines to boost compliance with consumer protection rules.
Chatta noted that transparent communication on aviation matters has improved how passengers understand their protections. Regular enlightenment programmes have also strengthened the NCAA's relationship with the travelling public, he added.
The delegation leader praised Achimugu for fighting misinformation about the NCAA while ensuring the public gets accurate information on aviation safety and regulatory work. He pointed to growth in passenger refunds and improved airline compliance as proof of stronger enforcement and awareness efforts.
Accepting the award, Achimugu said the recognition reflects the NCAA's shared commitment to protecting air travellers. He outlined the directorate's role in resolving complaints about flight delays, cancellations, baggage problems, ticket refunds, and other consumer issues.
Under his leadership, the directorate has processed the highest volume of ticket refunds, passenger compensation, and regulatory compliance interventions in the NCAA's history, he noted. Achimugu dedicated the award to his children, his team members, and NCAA leadership.
He urged passengers to know their rights and duties under Nigeria Civil Aviation Regulations. An informed travelling public will lead to a more accountable and responsive aviation sector, he stressed.
The African Brands Personality Award honours individuals whose leadership, innovation, and commitment to excellence have shaped public service in Africa. Achimugu reaffirmed his dedication to ensuring Nigerian air travellers get the protection and service quality they deserve.
