Airlines Face Penalties for Non-Compliance with Refund Regulations, Says NCAA

The Nigerian Civil Aviation Authority (NCAA) has announced that airlines failing to comply with ticket refund timelines will face sanctions.

This move is part of the NCAA’s efforts to ensure passenger rights are protected and that airlines adhere to established refund regulations.

In a statement on Tuesday, Michael Achimugu, the NCAA’s director of public affairs and consumer protection, emphasized that ticket refund compliance is a key pillar of the agency’s consumer protection agenda. He pointed out that under Part 19 of the NCAA Regulations of 2023, airlines must strictly follow refund deadlines to safeguard passenger interests.

Achimugu outlined that refunds for cash purchases must be processed immediately, while refunds for electronic payments, including those made through mobile apps and internet banking, must be completed within 14 days.

The director cited a recent case involving Air Peace, where the airline allegedly failed to meet the specified refund timeline, prompting the NCAA to demand immediate compliance. The incident, Achimugu said, led the authority to take a firmer stance against airlines that do not adhere to the refund regulations.

While acknowledging the operational challenges airlines face, Achimugu stressed the importance of processing refunds promptly, describing it as a “low-hanging fruit” that can greatly improve passenger experience. He further noted that airlines that do not meet the refund deadlines set by the NCAA would be subject to penalties.

The NCAA has been working closely with airlines over the past year to improve service delivery and resolve operational challenges. However, Achimugu stated that the era of leniency has ended, and stricter enforcement measures are now in place. The agency’s balanced approach aims to promote cooperation between regulators and operators, benefiting passengers nationwide.

Achimugu also commended the efforts of Festus Keyamo, the Minister of Aviation and Aerospace Development, and Chris Najomo, the NCAA’s acting director-general, for their role in advancing the aviation sector and supporting domestic carriers.

In closing, Achimugu reiterated the NCAA’s commitment to holding airlines accountable and ensuring that passengers receive their rightful refunds without unnecessary delays.