The Nigerian Civil Aviation Authority (NCAA) has announced its intention to impose sanctions on airlines that fail to promptly refund ticket purchases, in accordance with the NCAA Regulations of 2023.
This move comes as part of a broader effort to enhance passenger rights and ensure compliance with established refund timelines.
In a statement released on Tuesday, Michael Achimugu, the NCAA’s Director of Public Affairs and Consumer Protection, emphasized the importance of adhering to these regulations. "The regulations mandate immediate refunds for cash purchases and a maximum of 14 days for electronic payments made through mobile apps or internet banking," Achimugu stated.
He highlighted a recent incident involving Air Peace, where the airline allegedly breached these refund deadlines, prompting the NCAA to demand immediate compliance.
Historically, the NCAA has collaborated with airlines to improve passenger experiences and operational efficiency. However, Achimugu declared an end to the previous era of leniency, indicating that stricter enforcement measures are now in place.
"Over the past year, the NCAA has worked with airlines to enhance passenger experience and resolve operational challenges," he noted. Despite acknowledging the operational difficulties faced by airlines, Achimugu described efficient refund processing as "low-hanging fruit" that must be addressed without delay.
The NCAA's initiative aligns with a directive from Festus Keyamo, the Minister of Aviation and Aerospace Development, issued on September 20.
The directive instructed the NCAA to resolve pending airline ticket refunds within 24 hours, as many passengers have struggled to reclaim funds for flights booked on non-operational airlines.
Achimugu also praised the efforts of Chris Najomo, the NCAA’s Acting Director-General, and Minister Keyamo for their contributions to advancing the aviation sector. The minister’s five-point agenda and the 2024 action plan, which aim to streamline business operations and support domestic carriers, have been well-received by the Airline Operators of Nigeria.
The NCAA reiterated its commitment to ensuring accountability and educating passengers about their rights while holding airlines to higher standards of service delivery.
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