The Nigerian Civil Aviation Authority (NCAA) has announced plans to impose sanctions on airlines that fail to refund passengers’ tickets within the stipulated timeframe.
In a statement issued on Tuesday in Abuja, NCAA’s Director of Public Affairs and Consumer Protection, Michael Achimugu, emphasized that adhering to ticket refund timelines is a core aspect of the authority’s consumer protection strategy.
Achimugu explained that under Part 19 of the NCAA Regulations 2023, airlines are required to process cash refunds immediately, while refunds for electronic payments, including mobile banking and app transactions, must be completed within 14 days. Non-compliance will attract immediate penalties.
Highlighting a recent case involving Air Peace, he revealed that the airline had exceeded the prescribed refund period, prompting the NCAA to demand urgent corrective action. He added that this incident demonstrates the regulator’s resolve to address such lapses decisively.
“Over the past year, the NCAA has worked collaboratively with airlines to enhance passenger experiences and address operational hurdles. While most airlines have shown responsiveness, the era of leniency is over, and stricter enforcement measures are now in place,” Achimugu stated.
The director urged airlines to view compliance as a chance to restore passenger trust, stressing that prompt refunds are a straightforward way to improve customer satisfaction despite the operational challenges airlines face.
Achimugu also acknowledged the NCAA’s past efforts in facilitating full refunds and rebates for passengers, reaffirming the agency’s commitment to safeguarding consumer rights. He commended the contributions of the Minister of Aviation and Aerospace Development, Festus Keyamo, and NCAA Acting Director General, Capt. Chris Najomo, in advancing the aviation sector.
Their dedication to implementing the Minister’s five-point agenda and the 2024 Action Plan has been praised by the Airline Operators of Nigeria (AON) and other stakeholders. Achimugu assured passengers that the NCAA would continue holding operators accountable while promoting efficiency and consumer awareness within the industry.
