The Nigerian Civil Aviation Authority has announced a strict approach to airlines failing to promptly refund passengers for canceled or rescheduled flights.
The regulatory body has vowed to impose strict sanctions on defaulting airlines to protect passengers’ rights and rebuild public confidence in the sector.
According to the News Agency of Nigeria, this directive was revealed in Abuja by Mr. Michael Achimugu, NCAA’s Director of Public Affairs and Consumer Protection.
He emphasized that ticket refund compliance is now a central focus of the authority’s consumer protection agenda, underscoring the importance of adherence to the recently revised NCAA Regulations 2023.
“Cash purchases must be refunded immediately in cash, while refunds for electronic payments should not exceed 14 days,” Mr. Achimugu stated.
He added that failure to comply with these timelines would trigger penalties under Part 19 of the NCAA regulations, which are designed to safeguard passenger rights.
The NCAA’s renewed vigilance follows a recent case involving Air Peace, one of Nigeria’s largest airlines, which reportedly exceeded the stipulated refund timeline.
The incident has prompted NCAA to issue a stern warning to all airlines, signaling the end of what Mr. Achimugu described as “the era of leniency.”
“Our stance is clear: we will no longer tolerate non-compliance. Passengers must receive their refunds promptly, as outlined in the regulations,” he asserted.
While acknowledging the operational challenges faced by domestic carriers, the director described timely ticket refunds as “low-hanging fruits” that airlines must prioritize to rebuild trust with passengers.
Over the past year, the NCAA has worked closely with airlines to enhance service delivery, resulting in notable improvements in passenger experience.
However, Mr. Achimugu noted that stricter enforcement is now necessary to ensure airlines remain accountable.
“The NCAA’s Consumer Protection Department has facilitated full refunds and substantial rebates for passengers in the past, but this new era demands stricter compliance,” he said.
He also commended the leadership of the Minister of Aviation and Aerospace Development, Mr. Festus Keyamo, and the NCAA Acting Director-General, Capt. Chris Najomo, for driving reforms in the sector. Their efforts, he noted, are guided by the Minister’s five-point agenda and the 2024 Action Plan, which prioritize ease of doing business and support for domestic airlines.
In a call for cooperation, Mr. Achimugu urged airlines to view compliance as an opportunity to rebuild passenger confidence and strengthen their relationship with regulators.
He reassured the public that the NCAA remains committed to holding operators accountable while promoting a more efficient aviation industry.
