Kehinde Fajobi
The Nigerian Civil Aviation Authority (NCAA) has issued a stern directive to Air Peace, instructing the airline to refund a passenger whose flight was cancelled in October 2024 or risk sanctions.
Falayi Temitope, the affected passenger, took to X (formerly Twitter) to express his frustration over the delay.
Temitope revealed that he had requested a refund on October 16 but had yet to receive his money.
In a post on November 21, he stated, “It is day 36 and no refund from @flyairpeace on my cancelled flight. Can this be closed out today? My third email to you was sent this morning. Thank you for your service.”
He further lamented, “How do we have policies, guidelines, and standard operating procedures? @flyairpeace, Part 19 compels that reimbursement be made within 14 days of the full cost of unutilized tickets if payment was made by electronic bank transfer. Today makes it day 53.”
Michael Achimugu, NCAA’s Director of Public Affairs and Consumer Protection, acknowledged the situation, stating that the agency had been monitoring the case.
Achimugu reminded Air Peace that Part 19 of the NCAA Regulations mandates refunds within 14 days for electronic payments.
He said, “Part 19 of the NCAA Regulations is very clear with regard 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. @flyairpeace, the NCAA expects an immediate refund to this pax as 14 days have long elapsed.”
Achimugu warned that airlines failing to comply with refund timelines stipulated in the NCAA Regulations 2023 would face sanctions.
He added, “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.”
He further explained that the NCAA would no longer tolerate delays.
“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.”
Apologising to passengers experiencing delays, Achimugu said he is pushing for a reduction of the refund timeframe to seven days.
“Personally, I am pursuing a review of the regulations to cut the timeframe to seven days. It is doable.
“Nigerian passengers deserve world-class service. My department’s intervention has seen airlines pay full refunds, 25 per cent rebates, and even 50 per cent rebates,” he added.