Nigeria Civil Aviation Authority (NCAA) has expressed concern over the growing number of passenger complaints among the indigenous airlines in the country.

This came as aviation stakeholders called on the Federal Government to urgently intervene in the rising cost of aviation fuel, warning that the situation could threaten the successful airlift of pilgrims for the 2026 Hajj.

The Director, Public Affairs and Consumer Protection, NCAA, Michael Achimugu, in a post in his verified X handle, said while there were challenges such as high jet fuel costs, bird strikes and other factors in the sector, the regulatory authority received the majority of complaints against just two airlines.

He, however, remained silent on the names of the two airlines with the most passenger complaints of poor service.

While insisting that operators must improve crisis management, Achimugu maintained that airlines must provide timely and accurate information to passengers and ensure prompt refunds and compensation where applicable.

He said: “You cannot take money from passengers and refuse to refund. It gives us a bad image. Circumstances are as difficult for passengers as they are for operators, if not more so. When a disruption occurs, airline staff must be available to provide information and provide care. The behaviour of running away (sometimes due to fear of being attacked by passengers) has to be adjusted.”

The director warned that failure to address the issues could erode public confidence in Nigeria’s aviation industry at a critical time, when the sector was recording notable progress.

He further commended the Federal Government for its continued support of industry stakeholders.

According to him, recent interventions have not only boosted airlines, but they have also strengthened other service providers, including local catering companies now patronised by international carriers.

Achimugu noted that such support places a responsibility on operators to uphold service standards and avoid situations that could cast the government and regulators in a negative light.

He added that the NCAA had also worked to bridge the gap between regulators, airlines and passengers while ensuring greater awareness and compliance with aviation regulations.

PRESIDENT of the Concerned Aviation Stakeholders, Bukalti Gamawa, in an appeal yesterday, said the sharp increase in Jet A1 prices poses a serious threat to the planned airlift of thousands of Nigerian pilgrims to the Kingdom of Saudi Arabia.

He explained that the ongoing conflict involving the United States of America, Israel, and Iran drove up global oil prices, affecting economies and businesses worldwide.

In Nigeria, the aviation industry has recorded more than a 300 per cent increase in aviation fuel prices, forcing some airlines to cut operations, and others to warn they might suspend services.

Reacting, the aviation stakeholders urged immediate action to rescue the 2026 Hajj operation from “one of the toughest logistical and financial crises” in recent times, caused by the rising cost of aviation fuel.

The stakeholders stated, “Many of the airlines contracted for the 2026 Hajj operations are expected to lease aircraft to meet capacity demands. With the current fuel price increase on both legs, much of their projected profit margin has already been wiped out.

“In some cases, airlines may end up operating at break-even or even at a loss, effectively flying ‘for free’ after covering lease and operational expenses. If urgent action is not taken, some airlines may find it financially impossible to even commence operations from Nigeria or sustain return operations from Saudi Arabia.”

The group’s president noted that although the federal and state governments no longer subsidise Hajj operations, stakeholders say urgent policy actions – such as price regulation, forex support, or special fuel arrangements – are needed to avert a crisis.