CHUKS OKOH. 
When two highly competent personnel bring their talents, discipline, and vision into alignment, the effect on an organisation can be transformative.
Such synergy is what Nigeria’s aviation is witnessing with the coming on board of the Director General of the Nigeria Civil Aviation Authority (NCAA), Capt Chris Najomo and the Director of Public Affairs and Consumer Protection, Mr Michael Achimugu.
There are about eleven Directorates in NCAA and they are equally important, playing different roles effectively.
Some of these Directorates include: Aerodrome & Airspace Standards (DAAS), Airworthiness Standards (DAWS), Air Transport Regulation (DATR), Aviation Security (DAS), Finance & Accounts (DFA), Operations, Licensing & Training Standards (DOLTS), Corporate Services (DCS), Public Affairs & Consumer Protection (DPA/CP), Human Resources & Administration (DHR&A), Directorate of Legal Services / Company Secretary (DLS/CS) and Directorate of Special Duties (DSD).
Initially, there were fewer directorates but some directorates such as Public Affairs & Consumer Protection, Corporate Services, Aviation Security stem from a re-organisation approved during the previous administration.
Specifically, under Najomo’s watch, the Minister of Aviation and Aerospace Development, Festus Keyamo approved the establishment of the Directorate of Special Duties (DSD) and Directorate of Corporate Services (DCS) for better focus and efficiency.
In addition to this and in his wisdom, Najomo created a dedicated Remotely Piloted Aircraft Systems (RPAS) unit (i.e. drone regulation) to handle the emerging area of unmanned aircraft.
Also under his watch, a Project Monitoring & Contract Evaluation Unit (PMCEU) was set up to improve accountability in how NCAA projects are managed.
A Quality Assurance Department was also created to ensure stricter compliance with both technical and non-technical policies.
However, the Consumer Protection Directorate seems to be one of the most serious departments because of the plethora of complaints associated with flight delays, cancellations, baggage loss, refunds amongst others.
Before Achimugu came into the picture, consumer protection was at its lowest ebb. Flight-related complaints such as flight delays, flight cancellations, mMissed connections caused by delays, poor communication during delays or disruptions, and unannounced schedule changes were coming in droves with little or no serious attention.
There were also a plethora of Baggage Issues that has to do with lost baggage, delayed baggage, damaged baggage, Pilfered (stolen) items, excessive baggage fees and poor handling at baggage claim.
Ticketing & Booking Problems such as overbooking / denied boarding, high or unclear change/cancellation fees, difficulty getting refunds, incorrect ticketing by airline or agent and hidden charges not disclosed upfront were all there.
Today, all that have changed and serious attention is given to how customers are treated by the airlines and other companies within the aviation sector.
With a well focused DG, the cooperation between him and the Director of Consumer Protection became very cordial. This understanding, from all indications has yielded fruits as the collaborative energy creates a multiplier effect; decisions become sharper, communication becomes seamless, and goals are pursued with unified momentum.
This is exactly what is obtainable at the NCAA of today, where they have an environment that boosts staff morale, making the organisation to gain the stability and clarity needed to advance its mission.
Ultimately, the partnership of these two strong leaders doesn’t just add value to NCAA but amplifies it, setting the entire institution on a trajectory of sustained progress.
With such camaraderie, Najomo, since assuming office, has driven reforms focused on safety oversight, regulatory efficiency, consumer protection, and sector-wide modernization.
His leadership has positioned the NCAA as a more proactive, responsive, and reform-oriented regulator in line with global aviation standards.
A large dose of work have been done on Safety, with the implemention of stricter monitoring of airlines and aviation service providers to ensure adherence to Nigeria Civil Aviation Regulations (NigCARs).m
Such synergy has improved coordination with ICAO and other international bodies ahead of safety audits. This is just as Najomo has also encouraged airlines to enhance maintenance standards, crew training, and operational discipline amongst others.
In areas of consumer protection, Nigeria has never had it so good. Few days ago, the NCAA courageously sanctioned Qatar Airways ₦5 million for consumer protection infractions.
Between December last year and now, the NCAA initiated enforcement action against several airlines, both local and international, for violations of Part 19 of the NCAA Regulations.
In doing all these, NCAA has been able to carry out more assertive enforcement of passenger rights through the Directorate of Public Affairs & Consumer Protection. They have also supported transparent publication of regulatory actions, including fines and Letters of Investigation on airlines violating consumer rules.
The consumer protection department in particular took it upon themselves and encouraged campaigns and awareness drives to educate passengers on their rights and responsibilities.
Achimugu’s magic wand is not unconnected with effective use of the social media, particularly the X. As a matter of fact, his public statements on unruly passengers, and the Authority’s willingness to sanction airlines that flout consumer rules, have helped set behavioral and operational norms across the network.
All these efforts under Najomo leadership have helped to reduce instances of unchecked airline infractions, helping to restore passenger confidence.
In conclusion, Najomo and Achimugu stewardship of the NCAA reflects a commitment to safety, transparency, industry modernisation, and consumer justice.