Nigerian Civil Aviation Authority (NCAA) has announced readiness to sanction any airlines found culpable of delaying tickets refund to passengers.
This was disclosed in a statement on Tuesday in Abuja by the NCAA Director of Public Affairs and Consumer Protection, Mr Michael Achimugu.
He said that tickets refund compliance regulations was pivotal to the NCAA’s consumer protection agenda.
Achimugu added that it had become imperative for airlines to adhere strictly to the refund timelines as failure to comply would attract immediate sanctions under Part 19 of the regulations.
The director said the Part 19 of the NCAA Regulations 2023 was intended to safeguard passenger rights.
“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.
Achimugu who said that the era of leniency had ended with stricter enforcement measures now in place, however, added that any airlines that failed to meet the refund timelines outlined in the NCAA Regulations 2023 would face sanctions.
While speaking on a specific case involving Air Peace, Achimugu said that the airline had exceeded the stipulated refund timeframe, which compels the NCAA to demand swift compliance.
He added that the incident had triggered the regulators to take a drastic action against any form of non-compliance.
“Over the past years, the NCAA has worked with airlines to enhance passenger experience and resolve operational challenges. The Authority has maintained a balanced approach, fostering cooperation between operators and regulators to promote better service delivery,” Achimugu said.
He added: “Most airlines have been responsive, and the relationship between operators and the NCAA has significantly improved, benefiting passengers across the board.”
The director, who reassured passengers that the policy shift would reflect the regulator’s commitment to their rights, urged the airlines to view compliance as an opportunity to rebuild trust.
Kindly share this story
