The Nigerian Civil Aviation Authority (NCAA) has announced plans to enforce strict sanctions against airlines failing to promptly refund ticket payments to passengers, signaling its dedication to consumer rights and accountability in the aviation industry.
In a statement issued Tuesday in Abuja, NCAA’s Director of Public Affairs and Consumer Protection, Mr. Michael Achimugu, emphasized that compliance with ticket refund policies is a cornerstone of the agency’s consumer protection mandate.
“The time has come for airlines to adhere strictly to the refund timelines. Failure to comply will attract immediate sanctions under Part 19 of the regulations,” Achimugu stated.
Refund Regulations and Recent Infractions
Achimugu outlined the provisions in Part 19 of the NCAA Regulations 2023, which require airlines to process cash ticket refunds immediately and electronic payment refunds within 14 days.
He referenced a recent case involving Air Peace, where the airline exceeded the stipulated refund period. The incident prompted the NCAA to demand immediate compliance and served as a warning to all operators.
“This incident has triggered the regulator to take decisive action against any form of non-compliance,” Achimugu said.
Strengthening Consumer Rights
Over the past year, the NCAA has prioritized enhancing passenger experiences and fostering cooperation with airlines. While many operators have improved service delivery, Achimugu declared an end to leniency for non-compliance.
“Airlines that fail to meet the refund timelines outlined in the NCAA Regulations 2023 will face sanctions,” he warned, urging carriers to treat compliance as an opportunity to rebuild passenger trust.
Achimugu described ticket refunds as “low-hanging fruits” that airlines must address despite operational challenges, assuring passengers of NCAA’s continued commitment to protecting their rights.
Industry Leadership and Support
He praised the efforts of the Minister of Aviation and Aerospace Development, Mr. Festus Keyamo, and NCAA Acting Director General, Capt. Chris Najomo, for their dedication to improving the sector.
“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, has garnered praise from the Airline Operators of Nigeria (AON),” he noted.
Achimugu also highlighted the extensive work by the NCAA’s Consumer Protection Department in educating passengers and supporting operators, reinforcing the Authority’s mission to ensure accountability within the aviation sector.
With the new measures in place, the NCAA aims to build a transparent, passenger-focused aviation industry in Nigeria.
