By Gabriel Agbeja
The Nigerian Civil Aviation Authority (NCAA) is ready to sanction any airline that delays passenger ticket refunds.
NCAA Director of Public Affairs and Consumer Protection, Mr Michael Achimugu, made this known in a statement yesterday in Abuja.
According to him, ticket refund compliance regulations remain central to the NCAA’s consumer protection agenda.
He said the time had come for airlines to adhere strictly to the refund timelines, as failure to comply would attract immediate sanctions under Part 19 of the regulations.
The director said Part 19 of the NCAA Regulations 2023 aimed 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,” he said.
Speaking on a specific case involving Air Peace, the director stated that the airline had exceeded the stipulated refund timeframe, compelling the NCAA to demand swift compliance.
According to him, the incident has triggered the regulators to take action against any form of non-compliance. The NCAA has worked with airlines for the past year 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 said.
Achimugu, however, said that the era of leniency had ended with stricter enforcement measures now in place.
The director said airlines that fail to meet the refund timelines outlined in the NCAA Regulations 2023 will face sanctions.
The director reassured passengers that the policy shift would reflect the regulator’s commitment to their rights and urged the airlines to view compliance as an opportunity to rebuild trust.
Achimugu acknowledged the airlines’ operational challenges and called for improved refund efficiency, which was described as “low-hanging fruits.”
The director said the NCAA had previously facilitated full refunds and substantial passenger rebates.
According to him, passengers may need help understanding the complexities of aviation operations, but paying due refunds should be prompt.
He commended the Minister of Aviation and Aerospace Development, Mr Festus Keyamo, and the NCAA Acting Director General, Capt. Chris Najomo, on their efforts to advance the aviation industry.
“Their commitment to implementing the Minister’s five-point agenda and the 2024 Action Plan, which emphasize ease of doing business and support for domestic carriers. These efforts have garnered praise from the Airline Operators of Nigeria (AON) to affirm Najomo as substantive NCAA DG.
“NCAA remains steadfast in ensuring accountability within the aviation sector and the Consumer Protection Department has done extensive work to sensitise passengers and support operators,” he said.
