By Seun Ibiyemi
The Nigerian Civil Aviation Authority (NCAA) has vowed to sanction any airline that delays ticket refunds to passengers.
The NCAA’s Director of Public Affairs and Consumer Protection, Mr. Michael Achimugu, made this known in a statement issued on Tuesday in Abuja.
Achimugu emphasised that compliance with ticket refund regulations is central to the NCAA’s consumer protection agenda, adding that airlines must adhere strictly to the refund timelines. He warned that failure to comply would result in immediate sanctions under Part 19 of the NCAA Regulations 2023.
According to Achimugu, Part 19 is designed to protect passenger rights. He clarified that cash purchases must be refunded immediately and by cash, while refunds for electronic payments, including mobile apps and internet banking, must occur within 14 days.
Addressing a specific case involving Air Peace, the director confirmed that the airline had exceeded the stipulated refund timeframe, prompting the NCAA to demand swift compliance. This incident led the regulatory body to take decisive action against the airline’s non-compliance.
“Over the past year, the NCAA has worked with airlines to enhance the 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,” Achimugu said.
He further stressed that the era of leniency had ended, with stricter enforcement measures now in place. Airlines that fail to meet the refund timelines outlined in the NCAA Regulations 2023 will face sanctions.