The Nigerian aviation sector in 2025 will be remembered as a year of reckoning—defined by public scrutiny, uncomfortable reforms, and a slow but deliberate return to regulatory accountability. From viral onboard confrontations and celebrity disputes to outrage over soaring airfares, frequent flight disruptions, airline sanctions, and unprecedented passenger refunds, aviation dominated national discourse in ways few sectors did.

At the centre of this evolving narrative is Michael Achimugu, Director of Public Affairs and Consumer Protection at the Nigerian Civil Aviation Authority (NCAA). His department emerged as the frontline between increasingly vocal passengers and often defensive airline operators. Achimugu’s account of the year offers rare insight into both the progress achieved and the structural gaps that remain in Nigeria’s aviation governance.

For years, consumer protection in aviation existed largely in theory. Passenger complaints were routine, enforcement was inconsistent, and airlines often operated with little fear of consequences. According to Achimugu, 2025 marked a decisive shift, driven by stricter enforcement of Part 19 of the NCAA Regulations. The impact was immediate and measurable: between May and July alone, domestic airlines paid over ₦1 billion in refunds, many without direct NCAA intervention. Compensation for disrupted passengers—once rare—became increasingly standard.

This transformation did not occur by chance. The NCAA introduced a 24-hour passenger engagement system, reinforcing the idea that complaints would no longer disappear into silence. As Achimugu notes, trust is built not only on outcomes, but on visibility, responsiveness, and process. Airlines, long accustomed to regulatory leniency, were forced to adjust. Resistance was inevitable, but the message was unmistakable: the era of business as usual was over.

Beyond airline conduct, the regulator also faced the growing challenge of unruly passenger behaviour. Achimugu describes this as one of the most emotionally demanding aspects of his role. In an industry where safety is paramount, misconduct cannot be excused by public sympathy or viral outrage. Yet the NCAA often found itself criticised from both sides—accused by airlines of favouring passengers, and by passengers of protecting airlines.

High-profile onboard altercations, including those involving public figures, exposed a major limitation: the NCAA lacks prosecutorial authority over unruly passengers. In cases where airlines choose not to pursue legal action, the regulator’s hands are tied. Achimugu has been candid about this weakness, advocating for regulatory reforms that would grant the NCAA enforceable penalties against disruptive passengers—a process that has already begun.

Flight disruptions, particularly during peak travel seasons, remained a major source of tension. Weather challenges, technical faults, bird strikes, and airport infrastructure failures are realities of global aviation. What distinguishes effective systems from chaotic ones is communication. According to Achimugu, Nigerian airlines often fail not because disruptions occur, but because passengers are left uninformed and unattended. Silence, misinformation, and poor customer care frequently escalate frustration into disorder.

In response, the NCAA adopted a firmer stance. While force majeure may absolve airlines of certain liabilities, it does not excuse abandonment of passengers. In 2025, seven airlines—including major international carriers—were sanctioned, signalling a clear departure from the past. Political influence, once perceived as a shield, no longer guaranteed immunity. Strong backing from the current administration, which recognises aviation as critical to economic growth, reinforced regulatory resolve.

Some reforms were simple yet powerful. Passengers previously complained that they could not identify NCAA officials at airports. The solution—distinctive uniforms—immediately improved visibility, authority, and public confidence. The Consumer Complaints Portal also transformed accountability. With airlines now monitored through a transparent dashboard system, unresolved cases are harder to ignore. Compliance is gradually becoming habitual rather than forced.

Airfares remain a major pain point. Achimugu is frank: prices are driven by low capacity and limited competition, not regulatory manipulation. Where airlines dominate routes, fares naturally rise. Relief, he argues, will come through expansion. The introduction of additional aircraft, including dry-leased planes expected in the near term, should increase capacity and competition. Beyond fleet size, airlines must embrace automation, efficient refunds, digital rebooking, and real-time communication to reduce passenger frustration.

Nigeria’s aviation sector in 2025 was noisy, imperfect, and often uncomfortable—but accountability rarely arrives quietly. Achimugu’s reflections reveal a regulator enforcing rules in real time, learning under public scrutiny, and pushing against decades of inertia. The journey is far from complete, but for the first time in years, Nigerian passengers can reasonably believe that someone is listening—and that the rules are beginning to matter.

In turbulent skies, that alone represents meaningful progress.