Ken Okeke
The Nigerian Civil Aviation Authority (NCAA) has informed airlines of its readiness to apply serious sanctions if they continue to frustrate air passengers.
The agency said it has on record about airlines frustrating travelers and the or inability to make a refund for cancelled or delayed flights that span more than five hours, warning that failure to comply with Part 19 of NCAA regulations will, henceforth, attract immediate sanctions.
There have been complaints against airlines over flight delays and cancellations .
The Director of Public Affairs and Consumer Protection of the Nigeria Civil Aviation Authority (NCAA), Michael Achimugu, however warned that airlines that fail to pay refunds within the stipulated time frame of 14 days of the NCAA regulations 2023 will be sanctioned.
He added that while most airlines have been responsive, others have refused to comply with regulations on passengers’ rights, stressing that the relationship between operators and the regulator has worked better than in the past and this is good for passengers.
His words, This is not hot air. The Consumer Protection Department of the NCAA has done a lot to sensitive passengers and 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. I am pursuing a review of the regulations to cut the timeframe to seven days. It is doable. Nigerian passengers deserve world-class service.”
Achimugu further stated that the Minister of Aviation and Aerospace Development, Festus Keyamo and the Director-General of NCAA, Capt. Chris Najomo has been very supportive of operators, especially domestic airlines, noting that this is well-captured in the Minister’s 5-point agenda and Capt. Najomo’s 2024 Action Plan (ease of doing business).
This fact he said 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 time frame 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.