By Olawale Afolabi
The Nigerian Civil Aviation Authority (NCAA) says it will sanction airlines for delayed ticket refunds.
In a statement on Tuesday, Michael Achimugu, NCAA’s director of public affairs and consumer protection, said ticket refund compliance remains a key pillar of the agency’s consumer protection agenda.
Achimugu stressed that 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,” the director said.
Achimugu cited a recent case involving Air Peace, where the airline allegedly exceeded the stipulated refund timeframe.
The incident, he noted, prompted the authority to demand immediate compliance.
According to Achimugu, 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,” he said.
“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.