NCAA to sanction airlines over delayed refunds
Nigeria Civil Aviation Authority NCAA
Abdullateef Fowewe
The Nigerian Civil Aviation Authority has started to prepare to impose sanctions on airlines that fail to comply with refund regulations.
According to NCAA guidelines, cash refunds must be issued immediately, while electronic payments should be refunded within 14 days.
With numerous cases of delayed refunds, particularly from Air Peace, the NCAA is emphasising that non-compliance will lead to penalties.
The NCAA Director of Public Affairs and Consumer Protection, Michael Achimugu, stated in a statement made available to the newsmen that the Consumer Protection Department will no longer chase airlines for compliance, marking a shift towards stricter enforcement of passenger rights in the aviation sector.
Achimugu said, “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.
“Going forward, airlines that fail to pay refunds wthin the timeframe stipulated by the NCAA regulations 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 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.”
He thereby apologised to passengers whose refunds have taken longer than necessary, stressing that it’s 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 Honourable Minister of Aviation and Aerospace Development, @fkeyamo 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).
“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,” Achimugu added.
He further established that it is imperative that airlines do right, if not by the two incredible public servants, and the passengers who patronise their businesses.
Achimugu stresses further, “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, 25% rebates, and even 50% rebates.
“But there are areas where they ought to do much better, and paying refunds within the stipulated tineframe 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.”
On Sunday, December 8, Dailyeconomy reported that Federal Competition and Consumer Protection Commission in a statement warned Air Peace not to obstruct its probe over consumer rights violations.
