The Federal Government, through the Nigerian Civil Aviation Authority (NCAA), has announced plans to sanction airlines that fail to refund passengers for cancelled or delayed flights exceeding five hours. This decision comes in response to numerous complaints from travelers about airlines’ non-compliance with refund regulations and other issues, such as rising airfare costs, which have diminished the joy of air travel.
The NCAA has emphasized that airlines must adhere to Part 19 of its 2023 regulations, which require refunds to be processed within 14 days. Any airline that fails to meet this obligation will face immediate sanctions.
Michael Achimugu, Director of Public Affairs and Consumer Protection at the NCAA, made this announcement in a statement posted on his X (formerly Twitter) handle on Monday. He criticized airlines that have ignored regulations despite efforts to address their challenges and improve passenger experience.
Achimugu specifically called out Air Peace for failing to refund passengers promptly, noting that the 14-day refund window had already elapsed. He stated, “This is not just talk. The NCAA has worked to educate passengers and operators alike. The time has come for airlines to honor their commitments to passengers.”
The NCAA has instructed its Consumer Protection Officers (CPOs) not to chase after airlines for compliance. Any case of non-compliance will result in penalties. Achimugu apologized to passengers who have experienced delays in receiving refunds and mentioned ongoing efforts to review regulations to reduce the refund timeframe to seven days, ensuring passengers receive world-class service.
The NCAA reiterated its commitment to ensuring that airlines maintain high service standards and respect passenger rights.