Max Air Under Fire: NCAA Flags Poor Response to Complaints, Warns Air Côte d’Ivoire Over Passenger Abuse
The Nigerian Civil Aviation Authority (NCAA) has strongly criticized Max Air for persistently ignoring passenger complaints and regulatory directives, labeling it the “most unresponsive” domestic airline in the country. The agency also rebuked Air Côte d’Ivoire for reportedly manipulating international flight schedules based on passenger volume.
Michael Achimugu, Director of Public Affairs and Consumer Protection at the NCAA, made the disclosure on Wednesday while addressing rising concerns over non-compliance with aviation consumer protection standards.
“According to NCAA data, Max Air has been the most unresponsive domestic airline per passenger complaints and determinations by the NCAA Consumer Protection Directorate,” Achimugu stated.
He further alleged that Max Air has, in some cases, even gone as far as threatening travel agencies that report issues to the regulatory body an act he warned would no longer be tolerated.
On the international front, the NCAA called out Air Côte d’Ivoire for allegedly cancelling flights on days with low passenger turnout and merging bookings across multiple days to meet profit targets.
Achimugu said such practices amount to unfair treatment of passengers and violate existing aviation consumer rights regulations. He assured that enforcement action is being considered to curb these abuses.
In late June, several passengers arriving in Nigeria from Abidjan via Air Côte d’Ivoire voiced frustration after their luggage failed to arrive even three days after landing.
The travellers, who had earlier boarded Ethiopian Airlines from the U.S. and connected through Abidjan, claimed the airline left their baggage behind without prior notification.
NCAA reiterated that while occasional flight disruptions are expected in the aviation industry, willful disregard for passenger welfare and consumer protection laws will not be condoned.
“Compliance with the regulations is mandatory. It is not a choice of convenience,” Achimugu emphasized.
