Nigerian Civil Aviation Authority (NCAA) has intensified efforts to enforce regulations on passenger refunds, emphasizing the urgent need for compliance. Michael Achimugu, Director of Public Affairs and Consumer Protection, underscored that ticket refund compliance regulations remain central to the NCAA’s consumer protection agenda. He highlighted that airlines must adhere to the strict timelines stipulated in Part 19 of the NCAA Regulations 2023, which aim to safeguard passenger rights.
Achimugu explained, “Cash purchases must be refunded immediately, and by cash. Refunds for electronic payments, including mobile apps and internet banking, must occur within 14 days.” Drawing attention to a specific case involving Air Peace, he noted that the airline had exceeded the stipulated refund timeframe, compelling the NCAA to demand swift compliance. This incident, according to Achimugu, highlights the regulator’s readiness to take decisive action against any form of non-compliance.
Over the past year, the NCAA has worked collaboratively with airlines to enhance passenger experience and resolve operational challenges. Achimugu pointed out that the Authority has maintained a balanced approach, fostering cooperation between operators and regulators to promote better service delivery. He remarked, “Most airlines have been responsive, and the relationship between operators and the NCAA has significantly improved, benefiting passengers across the board.”
Nevertheless, Achimugu stressed that the era of leniency has ended, with stricter enforcement measures now in place. He warned, “Going forward, airlines failing to meet the refund timelines outlined in the NCAA Regulations 2023 will face sanctions.” He reassured passengers that this policy shift reflects the regulator’s commitment to their rights while urging airlines to view compliance as an opportunity to rebuild trust.
While acknowledging the operational difficulties airlines face, Achimugu called for improved efficiency in areas such as refunds, which he described as “low-hanging fruits.” He reiterated the importance of adhering to ticket refund compliance regulations, noting that the NCAA has facilitated full refunds and substantial rebates for passengers in the past. “Passengers may not fully understand the complexities of aviation operations, but when refunds are due, they must be seamless and timely,” Achimugu added.Read More: Keyamo Flays FCCPC’s Air Peace Pricing Inquiry as Agency Defends Stand
The director also highlighted the role of leadership in advancing the sector, referencing the Honourable Minister of Aviation and Aerospace Development, Festus Keyamo, and Acting DGCA Capt. Chris Najomo. Achimugu praised their commitment to implementing the Minister’s five-point agenda and the 2024 Action Plan, which emphasize ease of doing business and support for domestic carriers. These efforts, he noted, have garnered praise from the Airline Operators of Nigeria (AON), further underscoring the collaborative strides made in the sector.
Concluding, Achimugu reassured passengers that the NCAA remains steadfast in ensuring accountability within the aviation sector. “The Consumer Protection Department has done extensive work sensitizing passengers and supporting operators. The time has come for airlines to repay this goodwill by adhering strictly to the refund timelines,” he stated. “Failure to comply will attract immediate sanctions under Part 19 of the regulations.”
