2 weeks Ago By Ololade
The Nigerian Civil Aviation Authority (NCAA) has vowed to sanction airlines that fail to refund tickets promptly. Michael Achimugu, NCAA’s Director of Public Affairs and Consumer Protection, on Tuesday emphasized that ticket refund compliance is crucial to the agency’s consumer protection agenda. Achimugu stressed that airlines must adhere to refund timelines stipulated under Part 19 of the NCAA Regulations of 2023.
“I have followed this case over the last few days and waited to see what action the airline would take. Part 19 of the NCAA Regulations is very clear with regards to timeframes for ticket refunds. “Cash purchases must be refunded immediately, and by cash.
Refunds for electronic payments, including mobile apps and internet banking, must occur within 14 days,” he said. The NCAA’s warning comes after a recent incident involving Air Peace, which allegedly exceeded the stipulated refund timeframe. Last month Air Peace customers protested a 4-hour flight delay from Abuja to Lagos, demanding refunds.
The flight, initially scheduled for 5:45 pm, was delayed multiple times, eventually taking off at 10:45 pm. Information Nigeria understands that it is not the first time Air Peace passengers have faced long delays, with similar incidents reported in November and June 2023. Passengers expressed frustration and disappointment, calling for better communication and compensation from the airline.
Achimugu noted that the incident prompted the authority to demand immediate compliance and triggered stricter enforcement measures. While acknowledging operational challenges faced by airlines, Achimugu urged them to improve efficiency in processing refunds. His words: “The NCAA expects an immediate refund to passengers when 14 days have long elapsed “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 regulators has worked better than in the past and this is good for passengers.” READ ALSO: “No Private Airstrip Operations Without Security Clearance” – Keyamo “Going forward, airlines that fail to pay refunds within the timeframe stipulated by the NCAA in its regulation of 2023 will be sanctioned.
“This is not hot air. 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 Consumer Protection Officers 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. 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 time frame to seven days.
It is doable. Nigerian passengers deserve world-class service.” He commended Festus Keyamo, Minister of Aviation and Aerospace Development, and Chris Najomo, NCAA’s Acting Director-General, for their efforts to advance the sector.
“The Minister of Aviation and Aerospace Development 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. “This fact was affirmed by the leadership of Airline Operators of Nigeria, AON, in their recent calls for the confirmation of Capt.
Najomo as 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. “I have spoken in support of operators because, given the peculiar environment, they are doing a lot and must be supported. “My department’s intervention has seen airlines pay full refunds, 25per cent rebates, and even 50 per cent rebates But there are areas where they ought to do much better, and paying refunds within the stipulated time frame 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.”.
