The Nigeria Civil Aviation Authority (NCAA) has vowed that airlines that failed to pay refunds within the timeframe stipulated by the NCAA Regulations 2023 would be sanctioned.
Director, Public Affairs and Consumer Protection, NCAA, Michael Achimugu in a statement issued Monday stressed that cash purchases must be refunded immediately by cash, while tickets purchased by electronic transfer, mobile apps, internet banking and the rest must be refunded within 14 days.
He said: “The Consumer Protection Department of the NCAA has done a lot to sensitive 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.
“Our CPOs have received instructions not to chase down airlines to comply with the regulations. 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.
“I have spent an entire year engaging airlines, listening to their challenges, and partnering with them to give passengers a better travel experience.
“Most airlines have been responsive. The relationship between operators and regulator has worked better than in the past and this is good for passengers.”
Achimugu noted that apologies to passengers whose refunds have taken longer than necessary was not ideal.
He added: “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.
“The Honourable Minister of Aviation and Aerospace Development, Festus keyamo and the Ag. DGCA, Capt. Chris Najomo have been very supportive of operators, especially domestic airlines. This is well-captured in the Minister’s 5-point agenda and Capt. Najomo’s 2024 Action Plan (ease of doing business).”
Achimugu said this fact was affirmed by the leadership of Airline Operators of Nigeria (AON) in their recent calls for the confirmation of Najomo.
He stated: “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.”