The Nigerian Civil Aviation Authority (NCAA) has said it will sanction airlines who delay ticket refunds.
NCAA’s director of public affairs and consumer protection, Michael Achimugu, said in a statement on Tuesday, that ticket refund compliance remains a key pillar of the agency’s consumer protection agenda.
He said airlines must strictly adhere to refund timelines as stipulated under Part 19 of the NCAA Regulations of 2023, which seeks to safeguard passenger rights.
“Cash purchases must be refunded immediately, and by cash. Refunds for electronic payments, including mobile apps and internet banking must occur within 14 days,” Achimugu said.
The director cited a recent case involving Air Peace, where the airline allegedly exceeded the stipulated refund timeframe, an incident which prompted the authority to demand immediate compliance.
Achimugu further explained that the incident triggered the regulator to take decisive action against any form of noncompliance.
“Over the past year, the NCAA has worked with airlines to enhance passenger experience and resolve operational challenges.
“The authority has maintained a balanced approach, fostering cooperation between operators and regulators to promote better service delivery.
“Most airlines have been responsive, and the relationship between operators and the NCAA has significantly improved, benefiting passengers across the board,” he added.
The director said while the NCAA had previously taken a cooperative approach, the era of leniency had ended, and stricter enforcement measures are now in place.
He warned that airlines that fail to adhere to the refund deadlines specified in the NCAA Regulations of 2023 would be subjected to penalties.
Achimugu, who acknowledged the operational challenges faced by airlines, urged them to improve efficiency, particularly in processing refunds, which he described as “low-hanging fruits.”
The director said the NCAA has previously ensured full refunds and significant rebates for passengers.
According to him, while passengers may not always understand the complexities of aviation operations, refunds owed should be processed without delay.
He commended Festus Keyamo, the minister of aviation and aerospace development, and Chris Najomo, the NCAA’s acting director-general, for their efforts towards advancing the sector, noting that the implementation of the minister’s five-point agenda and the 2024 action plan aimed at easing business operations and supporting domestic carriers had already earned praise from the Airline Operators of Nigeria (AON).
Achimugu reaffirmed the NCAA’s dedication to ensuring accountability within the aviation sector, noting that the consumer protection department had intensified efforts to educate passengers while supporting airline operators.
