Air Peace Chairman Admits Non-Compliance with Refund Timelines

…As NCAA Calls for Improved Service Delivery, Sets Operational Hours for Sunset Airports

The Chairman of Air Peace, Allen Onyeama, has acknowledged lapses by his airline in adhering to the Nigeria Civil Aviation Authority’s (NCAA) regulations on passenger refunds and compensations.

Onyeama admitted these violations during a stakeholders’ forum held on Friday in Lagos, expressing his readiness to accept sanctions from the aviation regulator.

Addressing participants at the forum, Onyeama lamented the delayed processing of refunds by his staff, a practice he claimed had attracted undue criticism of the airline on social media.

“I am glad that this has happened. I have warned my team. This shows that the NCAA knows what they are doing. I will always acknowledge it where the fault is ours,” he said.

He also decried unruly passenger behaviour, describing it as “scary” and a threat to staff and airport facilities, calling for deliberate actions to curb the menace.

According to him, passengers need to be educated on flight operations and causes of disruptions, as some delays and cancellations could be induced by bad weather or other unforeseen challenges.

“Until Nigerian passengers learn that force majeure is the reason for some delays, the situation will continue. Air Peace is ready to contribute to the education of the travelling public on this,” Onyeama added.

In his remarks, Captain Chris Najomo, the Acting Director-General of Civil Aviation (DGCA), emphasised the need for collaboration among stakeholders to improve service delivery and address flight disruption challenges.

Najomo stressed the airlines’ responsibility to handle disruptions professionally, especially during the harmattan season, which typically causes poor weather conditions.

He noted that in September 2024, 5,291 domestic flights were operated with 2,434 delays and 79 cancellations, while October saw 5,513 flights with 2,791 delays and 111 cancellations.

“These regulations are not optional; they are mandatory obligations that ensure passengers are promptly informed of schedule changes, delays, or cancellations. Adequate care, refunds, and compensation must be provided as applicable,” Najomo stated.

He called on airlines to invest in robust operational systems, improve transparency in communication, and implement effective contingency plans to minimise delays.

“This is not only about compliance but also about fostering trust and goodwill among the flying public,” Najomo added.

After the event, the NCAA released a communique outlining resolutions aimed at addressing the challenges of flight disruptions and improving travel experience for both passengers and airlines at the nation’s airports.

Some of the resolutions include: Extension of operational hours to 10:00 PM for sunset airports with adequate lighting.

Airlines have been advised to optimise flight schedules and maintain standby aircraft for emergencies.

The airlines are to utilise weather forecasts from the Nigerian Meteorological Agency (NiMet) for better scheduling.

NCAA and the Federal Airports Authority of Nigeria (FAAN) will conduct campaigns to educate passengers on the dangers of unruly behaviour.

Mobile courts at the airports will be used to address incidents of passenger misconduct.

Aviation security (AVSEC) officials will be deployed to de-escalate passenger agitation professionally.

FAAN will collaborate with local leaders to improve waste management near airports to reduce bird strike risks.

There will be stricter security measures to prevent unauthorised access to tarmacs.

Airlines are encouraged to collaborate on passenger and luggage handling, as demonstrated by Ibom Air’s partnerships.

Airlines must formally inform passengers when luggage is removed due to weight or space constraints.

Airlines are mandated to provide information, care, and alternative travel arrangements during disruptions.

Refunds must be processed immediately for cash purchases and within two weeks for online purchases.

Complaints regarding delayed, lost, or pilfered luggage must be resolved swiftly with compensation provided.

The NCAA committed to supporting airlines in overcoming operational challenges while ensuring strict compliance with consumer protection regulations.