NCAA to sanction airlines over delayed ticket refunds

The Nigerian Civil Aviation Authority (NCAA) has announced its intention to impose sanctions on airlines that delay refunds for ticket purchases. In a statement on Tuesday, December 10, Michael Achimugu, the NCAA’s director of public affairs and consumer protection, emphasized the importance of compliance with refund timelines outlined in Part 19 of the NCAA Regulations of 2023, which prioritize passenger rights.

Achimugu explained that the regulations mandate immediate refunds for cash purchases and a maximum of 14 days for refunds on electronic payments made through mobile apps or internet banking. Highlighting a recent case involving Air Peace, where the airline allegedly breached these refund deadlines, he stated, “The incident prompted the authority to demand immediate compliance.”

The director noted that the NCAA has historically collaborated with airlines to enhance passenger experience and operational efficiency. However, he declared an end to the previous era of leniency, with stricter enforcement measures now in place to ensure adherence to the 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, he stressed that refund processes are an area where airlines must show immediate improvement.

Achimugu also acknowledged the operational challenges airlines face but described efficient refund processing as “low-hanging fruit” that must be addressed without delay. He further lauded 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, which aim to streamline business operations and support domestic carriers, have received praise from 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, as many passengers have struggled to reclaim funds for flights booked on non-operational airlines.