The Federal Government through the Nigerian Civil Aviation Authority is out to sanction airlines over inability to make refunds for cancelled or delayed flights spanning more than five hours.
The aviation body’s stance is against the backdrop of a barrage of complaints by travellers against the erring airlines amid varying practices by airlines that have taken the joy out of air travel, including skyrocketing airfares.
The agency said failure to comply with Part 19 of NCAA regulations will, henceforth, attract immediate sanctions.
The Director of Public Affairs and Consumer Protection at the NCAA, Michael Achimug, in a statement posted on his X handle on Monday, warned that airlines that fail to pay refunds within the stipulated time frame of 14 days of the NCAA regulations 2023 will attract immediate sanction.
He explained that he had spent an entire year engaging airlines, listening to their challenges, and partnering with them to give passengers a better travel experience.
Achimug added that while most airlines have been responsive, others have refused to comply with regulations on passengers’ rights, stressing that the relationship between operators and the regulator has worked better than in the past and this is good for passengers.
He chided Air Peace in particular for the delay in refunding passengers, just as he directed the airline to make a refund to passengers, saying 14 days had long elapsed.
His words, “This is not hot air. The Consumer Protection Department of the NCAA has done a lot to sensitise passengers and the business of operators. The time has come for airlines to repay the good faith and support they have gotten from the regulator.”
“Our CPOs have received instructions not to chase down airlines to comply with the regulations. Every case of non-compliance will be met with adequate sanctions. Not a single airline will say that they have not been given a listening ear.”
The Authority has been balanced.”
“Apologies to passengers whose refunds have taken longer than necessary. It is not ideal. I am pursuing a review of the regulations to cut the timeframe to seven days. It is doable. Nigerian passengers deserve world-class service.”
Achimugu further stated that the Minister of Aviation and Aerospace Development, Festus Keyamo, and the Director-General of NCAA, Capt. Chris Najomo, have been very supportive of operators, especially domestic airlines, noting that this is well-captured in the Minister’s 5-point agenda.
He said, “It is imperative, therefore, that airlines do right, if not by these two incredible public servants, then by the passengers who patronise their businesses. The challenges faced by airlines are manifold. Not nearly all delays and cancellations are their fault, but they have shouldered the blame.
“I have spoken in support of operators because, given the peculiar environment, they are doing a lot and must be supported. My department’s intervention has seen airlines pay full refunds, 25 per cent rebates, and even 50 per cent rebates.
“But there are areas where they ought to do much better, and paying refunds within the stipulated time frame is one of the low-hanging fruits. Passengers may not always understand the back end of things, but when it is determined that they are due a refund, it should be done seamlessly.”