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The Nigerian Civil Aviation Authority (NCAA) has reaffirmed that passengers are entitled to ticket refunds within 14 days following flight cancellations, in line with its consumer protection regulations.
Speaking on Sunrise on Channels Television, NCAA’s Director of Public Affairs and Consumer Protection, Michael Achimugu, underscored the agency’s commitment to defending passengers’ rights.
“For tickets not bought with cash, airlines have 14 days to refund,” Achimugu stated. “Failure to do so will result in sanctions.”
The reminder follows increased public complaints regarding persistent flight delays and cancellations. However, Achimugu clarified that not all disruptions stem from airline negligence.
“Air Peace likely operates more flights than all other domestic carriers combined, so it naturally sees more disruptions. Still, the NCAA will hold it accountable where necessary,” he said.
He advised airlines to limit routes if they lack aircraft, warning against selling tickets for flights they cannot guarantee.
“If two of five aircraft go out of service, the number of scheduled flights must be reduced. Don’t sell what you can’t deliver,” Achimugu warned.
He hinted that airlines failing to follow this directive or frequently breaching consumer rules would face tougher penalties.
Summoning Air Peace
The NCAA summoned Air Peace on Friday over mounting reports of delays and cancellations. Director General of Civil Aviation Captain Chris Najomo met with the airline’s leadership in Abuja, stressing that the trend must stop.
“The NCAA has received repeated complaints. While we support operators, compliance with aviation standards is non-negotiable,” Najomo said.
He urged Air Peace to match its operations to fleet availability and warned of stepped-up regulatory oversight across all airlines.
Air Peace responded by defending its decisions, stating safety remains its core principle.
“We never cancel flights frivolously. Safety concerns—weather, technical issues, or operational standards—guide every decision,” the airline stated, insisting it has adequate aircraft for its daily needs.
Consumer Complaint Portal
To streamline passenger grievances, the NCAA introduced a centralised Passenger Information Portal. Achimugu said it enables travellers to file complaints, which are routed to airlines and tracked in real time.
“The system allows us to monitor resolutions effectively. It begins countdowns once a complaint is logged,” he explained.
Call for Shared Responsibility
While asserting passenger rights, Achimugu also urged travellers to take responsibility for timely check-ins and the use of online services.
“We’ve launched awareness drives, and 2024 recorded the highest ticket refunds and compensations so far,” he said.
He added that weather-related delays qualify as force majeure and exempt airlines from blame: “You can’t penalise an airline for bad weather. Delays in such cases are safety precautions.”
