The Nigerian Civil Aviation Authority (NCAA) on Tuesday vowed to sanction any airline that delay the refund of tickets to passengers.
The NCAA Director of Public Affairs and Consumer Protection, Mr. Michael Achimugu, disclosed this in a statement on Tuesday in Abuja.
He said compliance with regulations on ticket refunds remains central to the NCAA’s consumer protection agenda.
He added that the time has come for airlines to adhere strictly to the refund timelines as failure to comply would attract immediate sanctions under Part 19 of the regulations.
The director said Part 19 of the NCAA Regulations 2023 aimed to safeguard passenger rights.
The spokesman said: “Cash purchases must be refunded immediately and by cash. Refunds for electronic payments, including mobile apps and internet banking, must occur within 14 days.”
On a case involving Air Peace, the director said the airline had exceeded the stipulated refund timeframe, compelling the NCAA to demand swift compliance.
He said the incident forced the regulator to take decisive action against non-compliance.
“Over the past year, the NCAA has worked with airlines to enhance passenger experience and resolve operational challenges.
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“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,” Achimugu stated.
He stressed that the era of leniency had ended with stricter enforcement measures now in place.
The director noted that airlines that failed to meet the refund timelines outlined in the NCAA Regulations 2023 would face sanctions.
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