NCAA to sanction airlines over delayed refunds in 14 days, chides carriers’ passengers rights violations

Posted on by Wole Shadare

Related Post

Piqued by the deluge against airlines that have frustrated travellers over inability to make a refund for cancelled or delayed flights that span more than five hours, the Nigerian Civil Aviation Authority (NCAA) is ready to wield the big stick by sanctioning erring airlines.

 The agency said failure to comply with Part 19 of NCAA regulations will, henceforth, attract immediate sanctions.

The airline sector is riddled with mounting complaints against airlines over flight delays and cancellations and other vices by airlines that have taken the joy out of air travel amid astronomical airfares.

Travellers consequently feel frustrated as they do not know how to seek redress in case of violations of consumer rights which has assumed a dangerous dimension in the aviation sector.

.Director of Public Affairs and Consumer Protection of the Nigeria Civil Aviation Authority (NCAA), Michael Achimugu warned that airlines that fail to pay refunds within the stipulated time frame of 14 days of the NCAA regulations 2023 will be sanctioned.

READ ALSO:  18 airports operate below 25% of domestic traffic –Report

  He explained that he had spent an entire year engaging airlines, listening to their challenges, and partnering with them to give passengers a better travel experience.

 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.

 He chided Air Peace in particular for the delay in refunding passengers, just as he directed the airline to make a refund to passengers, saying 14 days had long elapsed.

 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.”

READ ALSO:  NCAA begins audit of Azman, grounds carrier’s B737 planes, operations

 “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.”

READ ALSO:  NCAA to begin weekly report on airlines as delays, cancellations, others surge

 “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.

Wole Shadare

COMMENTS

Comments are closed.