Mr Michael Achimugu, Director of Public Affairs and Consumer Protection, NCAA
Domestic airline operators have been put on notice that with immediate effect, the full wrath of the law will be meted out to any who defied the stipulated deadline for the refund of ticket fares to passengers when it becomes imperative to do so.
A media statement by Michael Achimugu, Director, of Public Affairs and Consumer Protection of the Nigeria Civil Aviation Authority, NCAA, contained the riot act to any erring airline on the issue of total and partial fare refund when the circumstance demands such.
Achimugu reminded operators of what is stipulated in the “holy book” that guides air transport operations in Nigeria by name, Nigeria Civil Aviation Regulations, NCAR 2023, that its part 19 stipulated immediate cash refund for tickets bought with cash.
While the tutorial for the airlines in the statement added that, the NCAR 2023, Part 19, further stipulated that tickets purchased by electronic transfer, mobile apps, and internet banking, among others, must be refunded within 14 days.
However, Michael Achimugu, sternly warned the airlines thus, “going forward, airline that fail to pay refunds within the timeframe stipulated by the NCAA regulations 2023 will be sanctioned”.
The media statement reiterated thus, “This is not hot air. The Consumer Protection Department of the NCAA has done a lot to sensitize 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”.
The NCAA Director of Consumer Protection extends his “apologies to passengers whose refunds have taken longer than necessary. It is not ideal”, the statement said.
The statement announced that Mr Michael Achimugu is “Personally pursuing a review of the regulations to cut the time frame to 7 days. It is doable. Nigerian passengers deserve world-class service”.
The media narrative sympathized with the airlines by duly acknowledging that not all delays and cancellations can the blame be rightly placed on airlines as there are other elements in the air transport value chain, that cause delays yet, the airlines ironically and sadly bear the brunt hence, they deserve all the supports, said Achimugu.
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