The Nigeria Civil Aviation Authority (NCAA) has threatened to sanction Air Peace for failing to refund a passenger after a cancelled flight in line with Part 19 of the NCAA Consumer Protection Regulations 2023.
TheNewsGuru.com (TNG) reports Michael Achimugu, Director of Public Affairs and Consumer Protection at NCAA made this known on Monday while stressing that going forward, airlines that fail to pay refunds within the timeframe stipulated by the NCAA regulations will be sanctioned.
A passenger, identified as Falayi Temitope, had lodged a complaint with the airline for a refund after his October 16th flight that was cancelled.
Achimugu said that Part 19 of the NCAA Regulations are very clear with regards to timeframes for ticket refunds and that the NCAA expects Air Peace to make an immediate refund to the passenger as 14 days have long elapsed.
“I have followed this case over the last few days and waited to see what action the airline would take. Part 19 of the NCAA Regulations are very clear with regards to timeframes for ticket refunds:
“Cash purchases must be refunded immediately, and by cash. Tickets purchased by electronic transfer, mobile apps, internet banking, etc must be refunded within 14 days. Air Peace, the NCAA expects an immediate refund to this pax as 14 days have long elapsed,” he stated.
The NCAA Director, nevertheless noted that the challenges faced by airlines are manifold and that not nearly all delays and cancellations are their fault, but that they have to shoulder the blame.
He went further to say, however, that there are areas where airlines ought to do much better, and that paying refunds within the stipulated timeframe is one of the low hanging fruits.
“I have spent an entire year engaging airlines, listening to their challenges, and partnering with them to give passengers a better travel experience. Most airlines have been responsive. The relationship between operators and regulator has worked better than in the past and this is good for passengers.
“Going forward, airlines that fail to pay refunds within the timeframe stipulated by the ncaa regulations 2023 will be sanctioned.
“This is not hot air. The Consumer Protection Department of the NCAA has done a lot to sensitise passengers and protect 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. Personally, I am pursuing a review of the regulations to cut the timeframe to 7 days. It is doable. Nigerian passengers deserve world-class service.
“The Honourable Minister of Aviation and Aerospace Development, @fkeyamo and the Ag. DGCA, Capt. Chris Najomo have been very supportive of operators, especially domestic airlines.
“This is well-captured in the Minister’s 5-point agenda and Capt. Najomo’s 2024 Action Plan (ease of doing business).
“This fact was affirmed by the leadership of Airline Operators of Nigeria, AON, in their recent calls for the confirmation of Capt. Najomo as DGCA.
“It is imperative therefore, that airlines do right, if not by these two incredible public servants, then by the passengers who patronize 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% rebates, and even 50% rebates.
“But there are areas where they ought to do much better, and paying refunds within the stipulated tineframe is one of the low hanging fruits.
“Passengers may not always understand the back-end of things, but where it is determined that they are due a refund, it should be done seamlessly. Failure to comply with Part 19 will, henceforth, attract immediate sanctions,” Achimugu stated.