Nigerian Aviation Authority Cracks Down on Airlines Over Refund Delays
The Nigerian Civil Aviation Authority (NCAA) has announced stringent measures to enforce compliance with passenger refund regulations, following a wave of complaints over long delays in refunds for cancelled or significantly delayed flights.
In a statement on Monday, Michael Achimug, Director of Public Affairs and Consumer Protection at the NCAA, declared that airlines failing to refund passengers within the stipulated 14-day period, as mandated by NCAA Regulations 2023, would face immediate sanctions.
A Renewed Focus on Passenger Rights
Achimug emphasised that the NCAA had spent the past year engaging with airlines to address operational challenges and improve the travel experience for passengers. While some airlines have responded positively, others, he noted, have flouted the rules, undermining passengers’ rights.
“This is not hot air,” Achimug said. “The Consumer Protection Department of the NCAA has sensitised both passengers and operators. Now, the time has come for airlines to repay the good faith and support they have received from the regulator.”
Particular criticism was directed at Air Peace, which has yet to refund passengers long after the 14-day window expired. Achimug instructed the airline to issue refunds immediately, reinforcing the NCAA’s commitment to ensuring airlines comply with regulations.
“Our Consumer Protection Officers (CPOs) have been instructed not to chase airlines to enforce compliance. Every case of non-compliance will be met with adequate sanctions,” he added.
Proposals for Reform
Achimug acknowledged passengers’ frustrations, apologising for delays in the refund process and hinting at regulatory changes to shorten the refund period to seven days. “It is doable. Nigerian passengers deserve world-class service,” he stated.
Highlighting the challenges faced by airlines, Achimug noted that not all delays and cancellations are within the operators’ control, but stressed the importance of maintaining accountability to passengers.
“Airlines are doing a lot under challenging circumstances and must be supported. However, paying refunds promptly is one of the low-hanging fruits where they can easily do better,” he said.
Support from Leadership
The NCAA’s stance aligns with the Minister of Aviation and Aerospace Development, Festus Keyamo, and NCAA Director-General Capt. Chris Najomo, who have championed the Minister’s five-point agenda for improving the sector.
“It is imperative that airlines do right by these public servants and, most importantly, by the passengers who sustain their businesses,” Achimug urged.
The NCAA’s renewed resolve comes amidst soaring airfares and widespread dissatisfaction with airline services, signalling a critical juncture in Nigeria’s aviation sector. The agency’s commitment to enforcing passenger rights is expected to provide some relief to travellers and set a higher standard of accountability in the industry.
