NCAA to Sanction Airlines for Delayed Ticket Refunds

• The Nigerian Civil Aviation Authority (NCAA) is prepared to penalize airlines for failing to promptly refund passengers’ tickets.
• Refunds for cash purchases must be immediate, while electronic payment refunds must be completed within 14 days.
• The NCAA has issued a strict warning to airlines, particularly after Air Peace exceeded the refund deadline.
• Stricter enforcement of refund regulations under the NCAA’s 2023 rules will ensure the protection of passenger rights.
• The NCAA is committed to working with airlines to improve operational efficiency, with particular focus on refund processes.

The Nigerian Civil Aviation Authority (NCAA) is set to take action against any airline that fails to refund ticket payments to passengers within the designated timeframe. Michael Achimugu, the NCAA Director of Public Affairs and Consumer Protection, emphasized in a statement that adherence to refund timelines is central to the authority’s consumer protection efforts.

As part of the NCAA Regulations 2023, all cash purchases must be refunded immediately in cash, while refunds for electronic payments, such as those made through mobile apps or internet banking, must occur within 14 days. Achimugu highlighted a recent case involving Air Peace, which had failed to comply with these deadlines. This situation has prompted the NCAA to take a firm stance on enforcing refund compliance.

Achimugu clarified that while the NCAA had previously worked collaboratively with airlines to improve passenger services, the era of leniency is over. Airlines that do not meet the required refund timelines will now face sanctions under Part 19 of the NCAA Regulations 2023.

The director stressed that while operational challenges exist, the issue of delayed refunds, described as a “low-hanging fruit,” must be resolved swiftly to rebuild passenger trust. He also praised the efforts of the Minister of Aviation and Aerospace Development, Mr. Festus Keyamo, and NCAA Acting Director General, Capt. Chris Najomo, for their work in advancing the industry, including improving the ease of doing business and supporting domestic carriers.

The NCAA remains committed to ensuring accountability within the aviation sector and protecting the rights of passengers.