The Nigeria Civil Aviation Authority (NCAA) has threatened to sanction airlines that fail to refund passengers within the stipulated time.
Michael Achimugu Director, Public Affairs and Consumer Protection, said on Monday he had followed reports of airlines not refunding passengers within the timeframe stipulated in the regulations, adding that henceforth, the authority will not hesitate to sanction such airlines.
“Going forward, airlines that fail to pay refunds within the stipulated timeframe will be sanctioned. This is not hot air. The Consumer Protection Department has done its part to sensitize passengers and protect the business of operators. It is now time for airlines to reciprocate.
“I have followed the case of an airline over the last few days and waited to see what action the airline would take. Part 19 of the NCAA Regulations are very clear with regards to timeframes for ticket refunds: 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.”, he said.
Achimugu said Consumer Protection Officers have received instructions not to chase down airlines to comply with the regulations but every case of non-compliance will be met with adequate sanctions.
“Not a single airline will say that they have not been given a listening ear. The Authority has been balanced. Apologies to passengers whose refunds have taken longer than necessary. It is not ideal. Personally, I am pursuing a review of the regulations to cut the timeframe to 7 days. It is doable. Nigerian passengers deserve world-class service.”, he added.
He lauded the Minister of Aviation and Aerospace Development, Festus Keyamo and the Acting Director General, NCAA Capt. Chris Najomo for supporting the operators, especially domestic airlines, adding ‘this is well-captured in the Minister’s 5-point agenda and Capt. Najomo’s 2024 Action Plan (ease of doing business). This fact was affirmed by the leadership of Airline Operators of Nigeria in their recent calls for the confirmation of the DGCA.
“It is imperative therefore, that airlines do right, if not by these two incredible public servants, then by the passengers who patronize their businesses.
“The challenges faced by airlines are manifold. Not nearly all delays and cancellations are their fault, but they have shouldered the blame.
“My department’s intervention has seen airlines pay full refunds, 25% rebates, and even 50% rebates. But there are areas where they ought to do much better, and paying refunds within the stipulated timeframe is one of the low hanging fruits..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 added.
