It will no longer be business as usual for Airlines who are in the habit of delaying refunds for flight delays or cancellation as the Nigeria Civil Aviation Authority NCAA is set to sanction them
Director, Public Affairs and Consumer protection NCAA Michael Achimugu who made this known in a release stated that Part 19 of the NCAA Regulations are very clear with regards to time frames for ticket refunds as cash purchases must be refunded immediately and by cash
Tickets purchased by electronic transfer, mobile apps, Internet banking must be refunded within 14 days.
Achimugu while citing a case of delayed refunds by Air Peace stressed that “going forward Airlines that fail to pay refunds within the time frame stipulated by the NCAA Regulations 2023 will be Sanctioned ”
He further stated that “This is not hot Air. The Consumer protection Department of the NCAA has done a lot to sensitize 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”.
He noted that though the airlines face alot of challenges, as not all delays or cancellations are their fault, but they have to shoulder the blame.
He apologised to passengers whose refunds have taken longer than necessary as it is not ideal, adding that “I am pursuing a review of the Regulations to cut the time frame to 7 days. It is doable. Nigerian passengers deserve world-class service.”
He stressed that the Honourable Minister of Aviation and Aerospace Development Festus Keyamo and the Acting Director General of NCAA Chris Najomo have been very supportive of operators, especially domestic Airlines, as this is well captured in the Minister’s 5-point agenda and Najomo’s 2024 Action plan (ease of doing business)
Achimugu stated that passengers may not always understand the back-ends of things, but where it is determined that they are due a refund, it should be done seamlessly.
