The Nigerian Civil Aviation Authority (NCAA) has announced a strict enforcement policy against airlines that fail to adhere to timely ticket refund processes. Michael Achimugu, the NCAA’s Director of Public Affairs and Consumer Protection, emphasized that this initiative is integral to the agency’s broader consumer protection strategy.
New Regulations in Action
Achimugu highlighted that this enforcement is in direct response to Part 19 of the NCAA Regulations of 2023, which outlines specific refund timelines that airlines must follow. He stated, “Going forward, AIRLINES THAT FAIL TO PAY REFUNDS WITHIN THE TIMEFRAME STIPULATED BY THE NCAA REGULATIONS 2023 WILL BE SANCTIONED.”
Refund Timelines Specified
He further clarified the refund obligations: “Cash purchases must be refunded immediately, and by cash. Tickets purchased by electronic transfer, mobile apps, internet banking, etc., must be refunded within 14 days.” This move aims to ensure that passengers are not left waiting for their due refunds.
Commitment to Passenger Rights
Achimugu underscored the seriousness of the NCAA’s commitment to this regulation, stating, “This is not hot air. The Consumer Protection Department of the NCAA has done a lot to sensitize passengers and protect the business of operators. The time has come for airlines to repay the good faith and support they have gotten from the regulator.” He also noted that consumer protection officers (CPOs) would no longer pursue airlines for compliance but would instead impose sanctions directly for any violations.
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A Balanced Approach
The Director reassured that the NCAA has maintained a balanced approach, ensuring that airlines have been heard and supported. He apologized to passengers who have experienced delays in refunds, acknowledging the need for improvement. Achimugu is personally advocating for a reduction in the refund period to 7 days, aiming for a more efficient system.
Support from Aviation Leadership
He concluded by acknowledging the support from the Minister of Aviation and Aerospace Development, Festus Keyamo, and the Acting Director-General of Civil Aviation, Capt. Chris Najomo, particularly towards domestic airlines, in this endeavor to enhance service quality and passenger rights.
