Consumer protection: NCAA orders Ibom Air to reimburse passengers for cancelled flights

*The Nigerian Civil Aviation Authority activates consumer protection measure, orders Ibom Air to compensate passengers affected by the aviation firm’s recent scheduled but cancelled flight from Lagos to Uyo, Akwa Ibom State capital

Isola Moses | ConsumerConnect

In a move to protect consumers against undue exploitation and emerging ‘monopoly’, the Nigerian Civil Aviation Authority (NCAA) has ordered Ibom Air to compensate passengers affected by the aviation firm’s scheduled flight to Uyo, Akwa Ibom State capital, Friday, September 5, 2025.

ConsumerConnect reports the NCAA’s directive followed an earlier complaint by a passenger on X, who had accused the airline of poor flight service.

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The concerned passenger had complained that “after moving a 3:30 flight to 5:20, you still call your customers to come down and pick up their luggage.”

The consumer also noted: “You’ve monopolised the system as the only airline travelling to Akwa Ibom.

“Yet, you frustrate the very people you should be serving. Shame on you.”

Reacting to the passenger’s complaints, Michael Achimugu, Director of Public Affairs and Consumer Protection at NCAA, remarked that the disruption a technical issue caused the hitch, stating the operating aircraft earlier in the morning had described it as “force majeure”.

NCAA’s priority on safety and Ibom Air on-time performance records

Achimugu stated: “I have spoken with the management of the airline. Some passengers have been provided hotel accommodation, and all passengers will receive emails tonight with the offer of 25 percent compensation.

“Flight disruptions happen. Where the airline would be sanctioned is if they fail to comply with Part 19 of the NCAA Regulations, per care for the passengers. In this case, that care is being provided.”

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Consumer Protection: NCAA Orders Ibom Air To Reimburse Passengers For Cancelled Flights, Carrier Accused Of ‘Monopoly’

He openly apologised to all affected passengers aboard the aircraft.

According to him, it is always frustrating to have plans delayed/cancelled due to flight disruptions in the sector.

The NCAA Director of Public Affairs and Consumer Protection, however, defended Ibom Air on the incident, emphasising that the local airline has one of the best on-time performance records in the country’s aviation industry.

The Nigerian aviation regulatory Authority reiterated that the priority is on safety.

Achimugu explained: “One of the reasons why Nigeria has safe skies despite all of the criticisms is because, for the slightest safety risk, aircraft would never be allowed to fly.

“We prefer to ensure the safety of lives and delay some flights, than to put lives at risk because people need to fly. Only the living would fly tomorrow”.

Meanwhile, more aircraft are coming into Nigeria due to the recent intervention of Mr. Festus Keyamo, SAN, Honourable Minister for Aviation and Aerospace Development, and most airlines would have rescue aircraft for situations like the Ibom Air’s very soon.

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