As the issue of flight cancellation has become prominent with several airline customers complaining of delays in ticket refunds, the Nigerian Civil Aviation Authority (NCAA) has hinted its decision to commence sanctioning airlines found culpable of such practices.
According to the statement, the action complies with Part 19 of the 2023 NCAA Regulations.
Compliance with ticket refunds is an essential component of the NCAA’s consumer protection strategy, according to Michael Achimugu, Director of Public Affairs and Consumer Protection.
According to Achimugu, the action complies with Part 19 of the 2023 NCAA Regulations.
“Airlines that do not pay refunds within the timeframe specified by the NCAA regulations in 2023 will be sanctioned going forward,” he stated.
“Cash purchases must be refunded immediately, and by cash,” he stated. Refunds for tickets bought by internet banking, mobile apps, or electronic transfers must be made within 14 days.
“This is not hot air. The Consumer Protection Department of the NCAA 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 gotten from the regulator,” Achimugu added.
“In order to comply with the regulations, our CPOs have been instructed not to pursue airlines.” Sufficient penalties will be applied in each instance of non-compliance. No airline will claim they haven ot been given a sympathetic ear. There has been balance in the Authority.
“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.
“The Ag. DGCA, Capt. Chris Najomo, and the Honourable Minister of Aviation and Aerospace Development, Festus Keyamo, have been very supportive of operators, especially domestic airlines.” He added
NCAA had earlier also revealed plans to sanction airlines over flight delays while it largely decried flight disruptions in the country.
Achimugu, during an earlier call made on Saturday during a road walk in Port Harcourt, noted that this is the heavy travel season, and a lot of travellers need to be properly sensitized about the cause of delays and solutions to the problem.
“Our duty at NCAA is to sensitise our passengers because most of the time when complaints come about these disruptions, it comes from a place of poor knowledge about their rights and responsibilities as air passengers. We must protect both the passenger and the airline.” He alluded.
