BY OLAPEJU OLUBI
Henceforth, airlines that fail to adhere to refund timeframes stipulated in the Nigerian Civil Aviation Authority (NCAA) Regulations 2023 will be peppered with severe sanctions.
The stern warning comes after mounting concerns over delayed refunds, particularly from passengers of airlines like Air Peace.
In a statement shared on social media, Michael Achimugu, Director of Public Affairs and Consumer Protection at the NCAA, emphasised the clear regulations surrounding ticket refunds.
“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 via electronic transfer, mobile apps, internet banking, etc., must be refunded within 14 days,” Achimugu stated.
Urging Air Peace to process the pending refund for a passenger who had waited well beyond the required period.
Achimugu noted that while he has spent a year working closely with airlines to improve passenger experiences, this cooperation is not one-sided.
“The time has come for airlines to repay the good faith and support they have gotten from the regulator,” he added.
The NCAA has emphasised that any failure to meet the 14-day refund window will result in “adequate sanctions.”
While expressing empathy for passengers who have faced delays, Achimugu reassured them that the NCAA is actively pursuing improvements, including reducing the refund timeline from 14 days to 7 days.
“Nigerian passengers deserve world-class service,” he remarked, emphasising the ongoing efforts of the Honourable Minister of Aviation, @fkeyamo, and the Ag. DGCA, Capt. Chris Najomo, to support domestic airlines.
Achimugu acknowledged the challenges faced by airlines but stressed that paying refunds within the designated time frame should be a priority.
“Where it is determined that they are due a refund, it should be done seamlessly,” he concluded.
Moving forward, the NCAA will no longer tolerate delays, with the Consumer Protection Department prepared to enforce sanctions on any airline found non-compliant with the regulations.
