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NCAA to sanction airline operators for delayed tickets refund

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The Nigerian Civil Aviation Authority (NCAA) has declared its readiness to sanction any airlines that delay tickets refund to passengers.

NCAA Director of Public Affairs and Consumer Protection, Michael Achimugu, who stated this in a statement on Tuesday in Abuja, noted that tickets refund compliance regulations remains central to the NCAA’s consumer protection agenda.

He stressed that the time had come for airlines to strictly adhere to the refund timelines as failure to comply would attract immediate sanctions under Part 19 of the regulations 2023, which aimed to safeguard passenger rights.

He 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.

“Over the past year, the NCAA has worked with airlines to enhance passenger experience and resolve operational challenges.

“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, however, said that the era of leniency had ended with stricter enforcement measures now in place.

READ ALSO: Keyamo unveils special airport Marshals to evaluate aviation performance

The director said that airlines that failed to meet the refund timelines outlined in the NCAA Regulations 2023 would face sanctions.

The director, who reassured passengers that the policy shift would reflect the regulator’s commitment to their rights, urged the airlines to view compliance as an opportunity to rebuild trust.

Achimugu also acknowledged operational challenges the airlines were facing, calling for improved efficiency in the areas like refunds described as “low-hanging fruits.”

The director said the NCAA had facilitated full refunds and substantial rebates for passengers in the past.

According to him, passengers may not fully understand the complexities of aviation operations, but paying refunds that are due should be prompt.

He extolled the Minister of Aviation and Aerospace Development, Mr Festus Keyamo, and the NCAA Acting Director General, Capt. Chris Najomo on their efforts toward advancing the aviation industry.

He said: “Their commitment to implementing the Minister’s five-point agenda and the 2024 Action Plan, which emphasize ease of doing business and support for domestic carriers.”

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