NCAA To Sanction Airlines That Violate NCAA Regulations On Passenger Refunds
The Nigeria Civil Aviation Authority (NCAA) says “Going forward, airlines that fail to pay refunds within the timeframe stipulated by the NCAA Regulations 2023 will be sanctioned.”
NCAA’s Director of Public Affairs & Consumer Protection, Mr. Michael Achimugu said in a statement: “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.
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.
Our Consumer Protection Officers 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 seven days. It is doable. Nigerian passengers deserve world-class service.
The Honourable Minister of Aviation and Aerospace Development, @fkeyamo and the Ag. DGCA, Capt. Chris Najomo have been very supportive of operators, especially domestic airlines. This is well-captured in the Minister’s 5-point agenda and Capt. 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.
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.”
