December 10, (THEWILL) – The Nigerian Civil Aviation Authority has issued a stern warning to airlines operating in the country, stating that it will begin enforcing sanctions on carriers that fail to refund ticket payments within the timeframe stipulated by the NCAA Regulations 2023.
Director of Public Affairs and Consumer Protection, Michael Achimugu, disclosed this on Monday, emphasizing that the Authority has exercised considerable patience and engaged extensively with airlines to improve passenger experience over the past year.
Achimugu noted that while many airlines have demonstrated a willingness to comply, others continue to fall short in meeting their obligations to passengers.
He said, “This is not mere rhetoric.
“The Consumer Protection Department has worked tirelessly to sensitize passengers and support operators. The time has come for airlines to reciprocate this good faith and comply fully with regulations.”
Achimugu revealed that Consumer Protection Officers have been directed to cease chasing airlines for compliance, warning that instances of non-compliance will now attract strict sanctions.
“Not a single airline can claim they haven’t been given a listening ear. We’ve been balanced and accommodating, but the patience of the Authority has its limits,” he added.
Acknowledging passenger grievances over delayed refunds, Achimugu offered apologies and disclosed plans to review the refund timeframe in the regulations.
“Currently, the timeframe is too long. I am personally pushing for a reduction to seven days. It is doable, and Nigerian passengers deserve no less than world-class service,” he said.
The Director commended the Honourable Minister of Aviation and Aerospace Development and the Acting Director-General of the NCAA, Capt. Chris Najomo, for their unwavering support for domestic airlines, as reflected in the Minister’s 5-Point Agenda and Capt. Najomo’s 2024 Action Plan on ease of doing business.
“These efforts have been acknowledged by the Airline Operators of Nigeria (AON), who have endorsed Capt. Najomo for confirmation as substantive DGCA.
However, airlines must also play their part, not just for the passengers but for the public servants working tirelessly to support them,” Achimugu said.
While recognising the myriad challenges faced by airlines, he stressed the importance of timely refunds as a basic service obligation.
“Airlines are dealing with significant hurdles, and not all delays or cancellations are their fault. Still, passengers deserve better, especially when refunds are due. This is a low-hanging fruit that airlines can easily address,” he stated.
Achimugu highlighted recent achievements by the Consumer Protection Department, including securing full refunds, 25% rebates, and even 50% rebates for affected passengers.
“Passengers may not always understand the operational challenges airlines face, but where it has been determined that they are due a refund, the process should be seamless,” he said.
Anthony Awunor, is a business correspondent who holds a Bachelor of Arts Degree in Linguistics (UNILAG). He is also an alumnus of the Nigerian College of Aviation Technology (NCAT), Zaria Kaduna State. He lives in Lagos.
