By George Ozalla
The Nigeria Civil Aviation Authority (NCAA) has intervened in a dispute between Emirates Airlines and NJetours Ltd following complaints linked to visa cancellations and delays in ticket refund payments affecting several passengers.
The matter arose after NJetours Ltd raised concerns over visa applications it processed for clients booked on Emirates flights, leaving a number of travellers stranded and seeking refunds.
At a reconciliatory meeting held on April 23, 2026 at the Lagos regional office of the Nigeria Civil Aviation Authority (NCAA), officials of both parties presented their positions as the regulator moved to ease tensions and push for a resolution.
Director of Public Affairs and Consumer Protection, Michael Achimugu, who presided over the meeting, urged Emirates Airlines to work towards an amicable settlement, noting the long-standing business relationship between the airline and the travel agency. He also asked the airline to update the Nigeria Civil Aviation Authority (NCAA) on the outcome of its review and any agreement reached.
Achimugu restated the regulator’s mandate to protect passenger rights while ensuring fair treatment for operators in line with aviation regulations.
Responding at the meeting, Emirates Country Manager, Paulos Legesse, commended the Nigeria Civil Aviation Authority (NCAA) for its swift intervention and assured that the airline would review the issues raised and communicate its position in due course.
The intervention reflects the role of the Nigeria Civil Aviation Authority (NCAA) in addressing consumer complaints and maintaining balance between service providers and passengers within the aviation sector.
