NCAA threatens sanctions against airlines over passenger refund delays

The Nigeria Civil Aviation Authority (NCAA) has issued a stern warning to airlines over delays in refunding passengers, saying that failure to comply with the stipulated timeframe will attract sanctions.

NCAA’s Director of Public Affairs and Consumer Protection, Michael Achimugu, who stated this, expressed concern over a specific case of delayed refunds involving Air Peace.

Citing Part 19 of the NCAA Regulations, which mandates that refunds for cash purchases must be immediate and in cash, while refunds for tickets purchased via electronic channels must be completed within 14 days, he said, “The NCAA expects an immediate refund to this passenger as 14 days have long elapsed.”

Acknowledging the challenges faced by airlines, Achimugu highlighted the efforts made by the NCAA to foster a supportive relationship between regulators and operators, noting significant improvements in their collaboration. He however said that non-compliance with refund timelines undermines the regulator’s goodwill and the passengers’ trust.

“Going forward, airlines that fail to pay refunds within the stipulated timeframe will be sanctioned. This is not hot air. The Consumer Protection Department has done its part to sensitise passengers and protect the business of operators. It is now time for airlines to reciprocate this goodwill,” he said.

Apologising to passengers who have experienced delays, Achimugu revealed plans to advocate for a reduction in the refund timeframe from 14 to 7 days, describing it as a feasible step toward delivering world-class service to Nigerian travelers.

Achimugu lauded the support of the Minister of Aviation and Aerospace Development, Festus Keyamo, and the Acting Director-General of the NCAA, Capt. Chris Najomo, for their commitment to improving the aviation sector and also acknowledged the challenges faced by airlines, such as operational delays and cancellations, which are not always within their control.

Despite these challenges, Achimugu charged the airlines to prioritize refunds, calling it a “low-hanging fruit” in improving passenger satisfaction.

“Passengers may not always understand the complexities of operations, but where it is determined that they are due a refund, it should be done seamlessly,” he said.