The Nigerian Civil Aviation Authority (NCAA) has announced its plan to enforce strict sanctions against airlines that fail to adhere to refund deadlines for ticket purchases.
This was disclosed in a statement on Tuesday, December 10, by Michael Achimugu, the NCAA’s Director of Public Affairs and Consumer Protection, who emphasized the agency’s commitment to safeguarding passenger rights.
“The NCAA is determined to enforce compliance with the refund timelines outlined in Part 19 of the NCAA Regulations of 2023, which prioritize passenger rights,” Achimugu stated. He explained that the regulations require immediate refunds for cash transactions and a maximum of 14 days for electronic payments made via mobile apps or internet banking.
Citing a recent case involving Air Peace, where the airline allegedly violated these refund timelines, Achimugu revealed that the incident had prompted the authority to take a firmer stance. “The incident prompted the authority to demand immediate compliance,” he said.
The NCAA director acknowledged the operational difficulties airlines face but underscored that refund processing should not be compromised. “We recognize the challenges airlines encounter, but efficient refund processing is a low-hanging fruit that must be addressed without delay,” he remarked.
Achimugu also highlighted the NCAA’s past efforts to improve collaboration with airlines, stating, “Over the past year, the NCAA has worked with airlines to enhance passenger experience and resolve operational challenges.” However, he declared that the era of leniency is over, with the NCAA adopting stricter measures to ensure adherence to established rules.
Commending recent efforts in the aviation sector, Achimugu praised Festus Keyamo, the Minister of Aviation and Aerospace Development, and Chris Najomo, the NCAA’s Acting Director-General, for their leadership. “The minister’s five-point agenda and the 2024 action plan to streamline business operations and support domestic carriers have been instrumental in advancing the sector,” he said.
The NCAA reiterated its commitment to holding airlines accountable and educating passengers about their rights. This follows Minister Keyamo’s directive on September 20, instructing the NCAA to resolve pending airline ticket refunds within 24 hours. The directive came after numerous complaints from passengers who struggled to reclaim funds for flights booked on non-operational airlines.
“The NCAA is determined to ensure that passengers are not left stranded or denied their rightful refunds,” Achimugu affirmed, adding that airlines must improve their refund processes to meet the growing expectations of regulators and passengers alike.
