By Ayomide Otitoju
The Nigerian Civil Aviation Authority (NCAA) has announced plans to sanction airlines that fail to promptly refund passengers for unused tickets, as mandated by its 2023 regulations.
Michael Achimugu, the NCAA’s Director of Public Affairs and Consumer Protection, emphasized that ticket refund compliance is a critical component of the agency’s consumer protection strategy.
“Airlines that fail to pay refunds within the timeframe stipulated by the NCAA Regulations 2023 will be sanctioned,” Achimugu said.
Refund Guidelines
Achimugu outlined the refund timelines airlines are required to adhere to:
Cash purchases: Refunds must be processed immediately and in cash.
Electronic transactions: Refunds for tickets purchased via electronic transfers, mobile apps, or internet banking must be completed within 14 days.
“This is not mere rhetoric,” Achimugu added. “The NCAA’s Consumer Protection Department has worked extensively to educate passengers and safeguard operators’ businesses. It’s now time for airlines to honor the good faith and support they’ve received from the regulator.”
Enforcement Measures
Achimugu revealed that Consumer Protection Officers (CPOs) have been directed to ensure strict compliance without chasing down airlines. “Every case of non-compliance will attract adequate sanctions,” he warned.
He assured passengers that the NCAA remains balanced in its approach, noting, “Not a single airline can claim they haven’t been given a fair hearing. However, the time for leniency has passed.”
Apology to Passengers and Future Plans
The NCAA also extended an apology to passengers who have faced delays in receiving their refunds, acknowledging the inconvenience caused.
“It’s not ideal,” Achimugu said. “Personally, I am advocating for a review of the regulations to reduce the refund timeline to seven days. It’s achievable, and Nigerian passengers deserve world-class service.”
Support for Airlines
Achimugu praised the Minister of Aviation and Aerospace Development, Festus Keyamo, and the Acting Director-General of NCAA, Capt. Chris Najomo, for their support to airlines, especially domestic operators.
“This collaborative approach aims to ensure the growth of the aviation sector while safeguarding passenger rights,” he concluded.
The NCAA’s move underscores its commitment to improving service standards and ensuring that passengers are treated with dignity and fairness in line with global best practices.
