The Nigerian Civil Aviation Authority (NCAA) has vowed it will sanction airlines who delay ticket refunds.
In a statement by NCAA’s Director of Public Affairs and Consumer Protection Michael Achimugu, ticket refund compliance is a crucial part of the agency’s consumer protection plan.
Achimugu said the move was in adherence to Part 19 of the NCAA Regulations of 2023.
He said: “Going forward, AIRLINES THAT FAIL TO PAY REFUNDS WITHIN THE TIMEFRAME STIPULATED BY THE NCAA REGULATIONS 2023 WILL BE SANCTIONED,” he said.
According to him, “Cash purchases must be refunded immediately, and by cash. Tickets purchased by electronic transfer, mobile apps, internet banking,
“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:
“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,” he added.
The statement further added: “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, @fkeyamo
and the Ag. DGCA, Capt. Chris Najomo have been very supportive of operators, especially domestic airlines.”