The Nigerian Civil Aviation Authority (NCAA) has announced that it is prepared to sanction any airline found in violation of the regulations regarding ticket refunds.
NCAA’s Director of Public Affairs and Consumer Protection Michael Achimugu, made the announcement in a statement on Tuesday in Abuja.
Achimugu emphasized that compliance with ticket refund regulations remains a top priority within the NCAA’s consumer protection efforts. He warned that airlines must adhere to the strict refund timelines outlined in Part 19 of the NCAA Regulations 2023, with failure to do so resulting in immediate penalties.
“Cash purchases must be refunded immediately, and by cash. Refunds for electronic payments, including mobile apps and internet banking, must occur within 14 days,” Achimugu stated.
The statement follows a specific case involving Air Peace, where the airline exceeded the prescribed refund period, prompting the NCAA to demand swift action. This case has led the regulatory body to take a firmer stance on refund compliance.
Over the past year, the NCAA has worked closely with airlines to improve customer experiences and resolve operational challenges. Achimugu acknowledged that while most airlines have been responsive, the time for leniency has passed, and stricter enforcement will now be applied.
He emphasized that passengers’ rights would be a central focus and urged airlines to view compliance as an opportunity to rebuild trust with customers. He also highlighted that, while operational challenges persist, fulfilling refund obligations should be viewed as a basic and achievable goal for airlines.
Achimugu expressed appreciation for the efforts of the Minister of Aviation and Aerospace Development, Festus Keyamo, and the NCAA Acting Director General, Capt. Chris Najomo, in advancing the industry. He noted that their work, which includes enhancing ease of doing business and supporting domestic carriers, has been well-received by the Airline Operators of Nigeria (AON).
