- The Nigerian Civil Aviation Authority (NCAA) has reiterated its commitment to penalizing airlines that fail to promptly refund passengers for delayed or canceled flights.
- Michael Achimugu, the Director of Public Affairs and Consumer Protection at NCAA, emphasized this in a statement issued Tuesday in Abuja. He underscored that compliance with ticket refund regulations is integral to the NCAA’s consumer protection mandate.
- Achimugu stated, “The time had come for airlines to adhere strictly to the refund timelines as failure to comply will attract immediate sanctions under Part 19 of the regulations.” He explained that Part 19 of the NCAA Regulations 2023 is specifically designed to uphold passenger rights.
- Highlighting a recent case, Achimugu noted that Air Peace had exceeded the mandated refund timeline, prompting NCAA to insist on immediate compliance. He warned that similar infractions would attract swift punitive actions.
- “Cash purchases must be refunded immediately, and by cash. Refunds for electronic payments, including mobile apps and internet banking, must occur within 14 days,” Achimugu stated.
- He also acknowledged that, over the past year, the NCAA had worked collaboratively with airlines to improve passenger experiences and resolve operational issues. “The Authority has maintained a balanced approach, fostering cooperation between operators and regulators to promote better service delivery,” he said.
- While praising most airlines for their responsiveness and enhanced relationships with the NCAA, Achimugu stressed that the era of leniency is over.
- “Stricter enforcement measures are now in place, and airlines that fail to meet the refund timelines outlined in the NCAA Regulations 2023 will face sanctions,” he concluded.
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