NCAA to Sanction Airlines Over Delayed Ticket Refunds

The Nigerian Civil Aviation Authority (NCAA) has announced plans to impose penalties on airlines that delay ticket refunds.

In a statement issued on Tuesday, December 10, Michael Achimugu, the NCAA’s director of public affairs and consumer protection, stressed the need for airlines to comply with the refund timelines specified in Part 19 of the NCAA Regulations of 2023, which prioritize passenger rights.

Achimugu explained that the regulations require airlines to provide immediate refunds for cash transactions and complete refunds within 14 days for electronic payments made via mobile apps or internet banking. He cited a recent case involving Air Peace, which allegedly failed to meet these refund deadlines, prompting the NCAA to demand immediate compliance.

While the NCAA has previously worked collaboratively with airlines to improve passenger experience and operational efficiency, Achimugu noted that the era of leniency is over. The authority now plans to enforce stricter measures to ensure airlines follow the established rules.

“Over the past year, the NCAA has worked with airlines to enhance passenger experience and resolve operational challenges,” Achimugu said.

While commending the progress made in fostering cooperation between operators and regulators, Achimugu emphasized that the refund process is an area where airlines must demonstrate immediate improvement.

Achimugu also acknowledged the operational challenges faced by airlines but referred to efficient refund processing as “low-hanging fruit” that must be addressed without delay.

He commended the efforts of Festus Keyamo, the Minister of Aviation and Aerospace Development, and Chris Najomo, the NCAA’s Acting Director-General, for their contributions to advancing the sector.

The Minister’s five-point agenda and the 2024 action plan, aimed at streamlining business operations and supporting domestic carriers, have been well-received by the Airline Operators of Nigeria.

The NCAA reiterated its commitment to ensuring accountability and educating passengers about their rights, while holding airlines to higher standards of service delivery. This follows Minister Keyamo’s directive on September 20, instructing the NCAA to resolve pending airline ticket refunds within 24 hours, particularly for passengers who have faced challenges in reclaiming funds for flights booked with non-operational airlines.