NCAA Warns Airlines of Sanctions for Delayed Ticket Refunds

The Nigerian Civil Aviation Authority (NCAA) has issued a warning to airlines over delayed ticket refunds, threatening strict sanctions to ensure passenger rights are upheld.

The Nigerian Civil Aviation Authority (NCAA) has announced that it will penalize airlines that postpone ticket refunds.

According to Michael Achimugu, the NCAA’s Director of Public Affairs and Consumer Protection, ensuring compliance with ticket refund policies is an essential component of the agency’s consumer protection strategy.

Achimugu stated that this action complies with Part 19 of the NCAA Regulations of 2023.

“Moving ahead, airlines that do not issue refunds within the timeframe outlined by the NCAA Regulations 2023 will face penalties,” he stated.

He stated, “Refunds for cash purchases should be processed immediately and in cash. For tickets bought through electronic transfer, mobile apps, internet banking, etc., refunds must be issued within 14 days.”

“This isn’t just talk. The Consumer Protection Department of the NCAA has made significant efforts to raise awareness among passengers and safeguard operators’ businesses. Now, it’s time for airlines to reciprocate the goodwill and support provided by the regulator,” Achimugu stated.

“Our CPOs have been directed not to pursue airlines for regulatory compliance. Instead, any instance of non-compliance will be addressed with appropriate sanctions.”

“Every airline acknowledges that they have been heard. The Authority has maintained a balanced approach.”

We apologize to passengers who have experienced delays in receiving their refunds; this is not the standard we aim for. I am personally working on a review of the regulations to reduce the timeframe to 7 days, as it is achievable. Nigerian passengers deserve world-class service.

The esteemed Minister of Aviation and Aerospace Development, @fkeyamo

and the Acting Director General of Civil Aviation, Captain Chris Najomo, has been very supportive of operators, particularly domestic airlines.