Aviation
Refund Delays Will No Longer Be Tolerated, NCAA Warns Airlines
The Nigeria Civil Aviation Authority (NCAA) has strongly cautioned domestic airlines against delays in refunding airfares to passengers, warning that any future violations will incur strict penalties.
Speaking during an interview, the NCAA’s Director of Public Affairs and Consumer Protection, Mr. Michael Achimugu, expressed concern over the rising number of passenger complaints about unprocessed refunds for trips they could not undertake.
He said, “The NCAA is worried about mounting complaints from passengers who are facing difficulties getting their refunds. Part 19 of the NCAA Regulations is very clear on this matter: cash purchases must be refunded immediately, while refunds for tickets bought via electronic channels must be processed within 14 days.”
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Achimugu emphasized that compliance with these timelines is non-negotiable. “The NCAA expects an immediate refund when 14 days have long elapsed,” he stated.
Highlighting the NCAA’s position, Achimugu warned that airlines failing to meet the stipulated refund timelines would face sanctions going forward.
“This is not hot air,” he said. “Our Consumer Protection Officers have been instructed not to chase down airlines to comply. Every case of non-compliance will be met with adequate sanctions. Passengers deserve better, and we will ensure they get it.”
Apologizing to passengers affected by delays, Achimugu disclosed plans to propose a review of the regulations to reduce the refund timeline from 14 days to seven. “It is doable. Nigerian passengers deserve world-class service,” he said.
While acknowledging the operational challenges faced by airlines, Achimugu noted that the NCAA has made significant efforts to support the industry.
He commended the leadership of the Minister of Aviation and Aerospace Development and the Acting Director General of the NCAA, Capt. Chris Najomo, for fostering collaboration with airlines.
“The Minister’s 5-point agenda and Capt. Najomo’s 2024 Action Plan have been instrumental in supporting domestic airlines,” he said.
“The leadership of the Airline Operators of Nigeria (AON) has also acknowledged this. It is imperative that airlines do right by passengers who patronize their services.”
Achimugu pointed out that while many delays and cancellations are not directly the fault of airlines, they must prioritize refund processing.
“Passengers may not always understand the back-end challenges, but when a refund is due, it should be processed seamlessly,” he said.
The NCAA has facilitated improvements in refund policies, with some airlines offering full refunds and rebates of up to 50%. However, Achimugu stressed that there is room for improvement.
“Paying refunds within the stipulated timeframe is one of the low-hanging fruits,” he said. “Failure to comply with Part 19 of the regulations will, henceforth, attract immediate sanctions.”
An Abuja-Accra flight experienced technical difficulties mid-air on Friday, forcing it to return to Abuja, shortly after departure.
The Nigerian Safety Investigation Board (NSIB) made the disclosure in a statement, adding that it has launched investigation into what it described as a serious accident.
Director, Public Affairs and Family Assistance, NSIB, Bimbo Olawumi Oladeji stated that preliminary investigations revealed the aircraft experienced an engine number two indication issue.
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It was gathered that the aircraft, with registration number 5NKAL which was operating a flight from the Nnamdi Azikiwe Airport, Abuja (DNAA), to Kotoka International Airport, Accra (DGAA).
She explained that four persons were onboard when the incident occurred. The crew immediately requested for a diversion back to Abuja due to the engine indication.
Oladeji added that the crew managed to safely land the aircraft at Abuja Airport at 18:16 UTC.
There were no injuries reported, and all individuals on board are safe.
Nigeria has acquired 12 pre-owned Alpha Jets from the French Air Force as part of efforts to enhance the operational capacity of the Nigerian Air Force (NAF).
The deal, facilitated through SOFEMA, a French military and aeronautics company, was announced by Olusegun Dada, Special Assistant to President Bola Tinubu on via X on Thursday.
He said, “All the 12 aircraft are ready for shipping.”
The Alpha Jet, a product of Franco-German collaboration, is a versatile military aircraft designed for light attack and advanced training missions.
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Equipped to carry bombs, rockets, and missiles, the aircraft also features a gun pod for close air support.
The NAF already operates 11 Alpha Jets, but this latest procurement signals a significant boost to its fleet.
Dada also confirmed that the Air Force is expecting 24 M-346FA light attack aircraft, ordered during the administration of former President Muhammadu Buhari.
The first batch of these Italian-made aircraft is expected to arrive early next year.
Air Chief Marshal Hasan Abubakar, the Chief of Air Staff, described the acquisitions as a testament to President Tinubu’s commitment to bolstering the armed forces.
“This renewal of our aircraft fleet reflects the government’s commitment to ensuring the safety and security of Nigerians,” Abubakar said.
The announcement comes on the heels of President Tinubu’s three-day state visit to France, where he met with French President Emmanuel Macron.
The visit, which took place from November 27 to November 30, highlighted deepening ties between the two nations.
To ensure the sustainability of its expanding fleet, the Air Force has proposed establishing a local maintenance hub.
Speaking in October, Abubakar noted that six units of the M-346FA aircraft were already in production, with the initial batch of three expected to be delivered in early 2025. The full fleet is projected to arrive by 2026.
“These developments underscore the importance of creating a domestic support system for the long-term upkeep of our aircraft,” Abubakar added.
As the holiday season draws near, Aero Contractors has introduced a minimum ticket price of N80,000 for all local flights.
The move, which will last until January 2024, aims to ease the financial burden on Nigerians amid the high cost of living.
Ado Sanusi, Managing Director of Aero Contractors, made the announcement on Tuesday during a press briefing, describing the fare reduction as a gesture to help Nigerians celebrate Christmas and the New Year without the stress of steep ticket prices.
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Sanusi said, “We understand the economic hardship Nigerians are facing, especially with high ticket prices, and we know the holiday season is nearby.
“In the spirit of Christmas, Aero Contractors has introduced what we call pocket-friendly Christmas prices. These fares, starting at N80,000, will apply to all our destinations, allowing Nigerians to travel without excessive costs.”
As of Tuesday afternoon, an economy class ticket from Lagos to Abuja was priced at N99,643, while business class tickets were being sold for N189,167.
Sanusi further explained that the initiative was designed to make it easier for families to reunite during the holidays.
“This is a way for us, as an organization with a long history of serving Nigerians, to give back to our loyal customers. We want to make it possible for families to meet their loved ones during this festive season without worrying about exorbitant travel costs,” he added.
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