NCAA to Sanction Airlines Over Delayed Ticket Refunds
Aviation Authority Takes Tough Stance on Passenger Compensation
The Nigerian Civil Aviation Authority (NCAA) has announced it will enforce strict penalties against airlines failing to process ticket refunds within prescribed timelines.
Michael Achimugu, NCAA’s director of public affairs and consumer protection, made it known that ticket refund compliance is a critical priority for the agency.
Under the NCAA Regulations of 2023, airlines must refund cash purchases immediately and electronic payments within 14 days. The authority has signaled an end to its previously lenient approach, warning of sanctions for non-compliant carriers.
A recent case involving Air Peace highlighted the regulator’s commitment to passenger rights, prompting immediate demands for compliance.
According to Achimugu, “Over the past year, the NCAA has worked with airlines to enhance passenger experience and resolve operational challenges,” he said.
“The authority has maintained a balanced approach, fostering cooperation between operators and regulators to promote better service delivery.
“Most airlines have been responsive, and the relationship between operators and the NCAA has significantly improved, benefiting passengers across the board.”
The NCAA has been working to improve passenger experiences, with Aviation Minister Festus Keyamo previously directing the agency to address ticket refunds within 24 hours.
While acknowledging the operational challenges faced by airlines, the authority is pushing for more efficient refund processes, describing them as “low-hanging fruits” of customer service.
