Comply with Timeframes for Refunds or Face Sanctions, NCAA Warns Airlines

The Nigeria Civil Aviation Authority (NCAA), in a bold statement underscoring its commitment to consumer rights, has issued a stern warning to airlines failing to adhere to refund regulations.

Speaking via a series of remarks on X (formerly Twitter), Mr Michael Achimugu, Director of Public Affairs and Consumer Protection at the NCAA, highlighted the need for airlines to comply with the provisions of Part 19 of the Authority’s Regulations 2023, which stipulate strict timelines for ticket refunds.

According to the regulations, cash purchases are to be refunded immediately and in cash, while tickets purchased via electronic channels such as mobile apps or internet banking must be refunded within 14 days.

Referencing a recent case involving Air Peace, Achimugu called for an immediate refund to a passenger whose case had significantly exceeded the prescribed timeframe.

“Going forward, airlines that fail to pay refunds within the stipulated timeframe will be sanctioned,” Achimugu declared. “This is not hot air. The NCAA’s Consumer Protection Department has done a lot to sensitise passengers and protect the business of operators.

“The time has come for airlines to repay the good faith and support they have received from the regulator.”

While commending the collaborative relationship between the NCAA and airlines, Achimugu expressed frustration at lingering lapses in refund processes.

He revealed that the NCAA has engaged with airlines over the past year to address challenges and improve passenger experiences.

Although progress has been made, he emphasised that compliance with refund policies is a fundamental obligation.

He also expressed regret to passengers who have experienced delays in receiving refunds, assuring them that measures are being taken to address these issues.

Achimugu disclosed his intention to advocate for a review of the current 14-day refund period, aiming to reduce it to seven days.

“It is doable,” he stated. “Nigerian passengers deserve world-class service.”

Achimugu’s warning also acknowledges the challenges faced by airlines, including operational delays and cancellations that are often beyond their control.

However, he stressed that airlines must prioritise refunding passengers where due, describing it as “one of the low-hanging fruits.”

He said the NCAA’s stance has been bolstered by the support of the Minister of Aviation and Aerospace Development, Festus Keyamo, and the Acting Director General of Civil Aviation (DGCA), Captain Chris Najomo.

According to him, both leaders have shown a firm commitment to fostering a more business-friendly aviation environment as captured in the Minister’s five-point agenda and the DGCA’s 2024 Action Plan.

Achimugu lauded the cooperation of the Airline Operators of Nigeria (AON), who have recently voiced support for Captain Najomo’s confirmation as DGCA.

Nevertheless, he urged airlines to act in good faith, emphasising that passengers, who are the lifeblood of the industry, deserve prompt and efficient service.

The NCAA, he concluded, will no longer pursue non-compliant airlines. Instead, swift and appropriate sanctions will be imposed for every case of regulatory breach.

“Passengers may not always understand the back-end of things, but where it is determined that they are due a refund, it should be done seamlessly. Failure to comply with Part 19 will, henceforth, attract immediate sanctions,” he said.