NCAA threatens airlines over late ticket refunds

Mr. Michael Achimugu

The Nigeria Civil Aviation Authority (NCAA) says it would not hesitate in sanctioning airlines that fail to refund tickets to air passengers within 14 days as stipulated in the NCAA Regulations 2023.

Mr. Michael Achimugu, Director, Public Affairs and Consumer Protection, NCAA, stated this while reacting to complaints of air passengers over delay in getting refunded by airlines.

Achimugu said “I have followed this case over the last few days and waited to see what action the airline would take. Part 19 of the NCAA Regulations are very clear with regards to timeframes for ticket refunds:

“Cash purchases must be refunded immediately, and by cash. Tickets purchased by electronic transfer, mobile apps, internet banking, etc must be refunded within 14 days.

“The NCAA expects an immediate refund to this pax as 14 days have long elapsed.

“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 within the timeframe stipulated by the NCAA Regulations 2023 will be sanctioned.”
Achimugu maintained that his department had done a lot to sensitise passengers and protect interest of airlines but wondering why airlines were still delaying ticket refunds.

According to him, “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.

“Apologies to passengers whose refunds have taken longer than necessary. It is 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, Festus Keyamo and the Acting Director General Civil Aviation, Captain Chris Najomo have been very supportive of operators, especially domestic airlines. This is well-captured in the Minister’s 5-point agenda and Captain 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.

“It is imperative therefore, that airlines do right, if not by these two incredible public servants, then by the passengers who patronize their businesses.”

Achimugu affirmed that the airlines are undergoing various challenges but assured that the government would do all it could to assuage their operational challenges.

“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 timeframe 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.”