The Nigerian Civil Aviation Authority has announced its readiness to impose sanctions on airlines that fail to adhere to ticket refund regulations, signalling a shift toward stricter enforcement of consumer rights.
In a statement issued on Tuesday in Abuja, the NCAA’s Director of Public Affairs and Consumer Protection, Mr Michael Achimugu, emphasized that refund compliance is a cornerstone of the authority’s consumer protection agenda.
“The time has come for airlines to strictly follow the refund timelines. Non-compliance will attract immediate sanctions under Part 19 of the NCAA Regulations 2023,” Achimugu said.
Achimugu explained that the 2023 regulations are designed to protect passenger rights. According to the rules, refunds for cash purchases must be made immediately, while refunds for electronic payments, such as those made through mobile apps or internet banking, must be processed within 14 days.
Citing a specific case involving Air Peace, Achimugu revealed that the airline had failed to meet the stipulated refund timeframe.
“This incident has compelled the NCAA to take decisive action to ensure compliance,” he stated, adding that any future breaches by airlines would not be tolerated.
The NCAA director acknowledged the authority’s ongoing efforts to enhance the passenger experience and resolve operational issues in collaboration with airlines.
“Over the past year, the NCAA has worked closely with airlines to foster cooperation and improve service delivery. This balanced approach has significantly benefited passengers,” Achimugu said.
However, he stressed that the era of leniency was over. “We are moving toward stricter enforcement measures to safeguard passenger rights. Airlines must view compliance as an opportunity to rebuild trust and demonstrate accountability.”
While recognizing the operational challenges faced by airlines, Achimugu urged them to improve efficiency in areas like refunds, which he described as “low-hanging fruits.” He also highlighted the authority’s past successes in facilitating full refunds and rebates for passengers.
“Passengers may not fully understand the complexities of aviation operations, but paying refunds that are due should be prompt,” he said.
Achimugu commended the Minister of Aviation and Aerospace Development, Mr. Festus Keyamo, and the NCAA Acting Director General, Capt. Chris Najomo, for their leadership and dedication to advancing the aviation sector.
“Their efforts to implement the Minister’s five-point agenda and the 2024 Action Plan have prioritized ease of doing business and provided much-needed support for domestic carriers,” he said, noting that these initiatives have drawn praise from the Airline Operators of Nigeria.
As the NCAA reinforces its commitment to consumer rights and accountability, Achimugu reassured passengers that the authority would continue to advocate for their interests while working to strengthen the aviation industry’s overall performance.
