The Nigerian Civil Aviation Authority, NCAA, has announced its resolve to penalize airlines that fail to adhere to stipulated timelines for ticket refunds to passengers. This move underscores the authority’s commitment to protecting passenger rights and ensuring accountability in the aviation sector.
Mr. Michael Achimugu, the NCAA’s Director of Public Affairs and Consumer Protection, disclosed this in a statement on Tuesday in Abuja. He emphasized that ticket refund compliance remains a central focus of the NCAA’s consumer protection agenda and warned airlines against breaching the regulations.
Achimugu outlined that Part 19 of the NCAA Regulations 2023 clearly specifies refund timelines to safeguard passenger rights. For tickets purchased with cash, refunds must be made immediately. Refunds for electronic payments, including transactions via mobile apps and internet banking, must be processed within 14 days.
“The time has come for airlines to adhere strictly to these timelines,” he said. “Failure to comply will result in immediate sanctions as stipulated under Part 19 of the regulations.”
The announcement follows reports of delayed ticket refunds by some airlines, including Air Peace, which allegedly exceeded the stipulated timeframe. The NCAA has demanded swift compliance from the airline, marking a turning point in the regulator’s approach to non-compliance.
According to Achimugu, the NCAA has taken a collaborative approach in the past year, working closely with airlines to enhance passenger experience and resolve operational challenges. While many airlines have been cooperative, he noted that stricter enforcement is now necessary to protect passengers.
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“The era of leniency has ended. Airlines must view compliance not as a burden but as an opportunity to rebuild trust with passengers,” Achimugu stated.
He acknowledged the operational difficulties airlines face but stressed that issues like refunds are “low-hanging fruits” that should be handled efficiently.
Achimugu commended the efforts of the Minister of Aviation and Aerospace Development, Mr. Festus Keyamo, and the NCAA Acting Director General, Capt. Chris Najomo, in advancing the industry. He highlighted their work in implementing the Minister’s five-point agenda and the 2024 Action Plan, which prioritize ease of doing business and support for domestic carriers.
These efforts have been praised by the Airline Operators of Nigeria, further bolstering support for Capt. Najomo as the substantive NCAA Director General.
The NCAA reaffirmed its dedication to ensuring accountability within the aviation sector. Achimugu disclosed that the Consumer Protection Department has made significant strides in sensitizing passengers about their rights while also providing support to operators.
“Passengers may not fully understand the complexities of aviation operations, but paying refunds promptly is a fundamental obligation. Our focus is on ensuring that airlines meet their responsibilities to passengers,” he said.
With stricter enforcement measures in place, the NCAA has sent a strong message to airlines: adhere to refund regulations or face consequences. This shift underscores the regulator’s determination to build a transparent and passenger-focused aviation sector.
As the NCAA intensifies its enforcement efforts, passengers can expect quicker resolutions to refund-related issues, fostering greater trust and confidence in the aviation industry.
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