NCAA Sanctions Five Airlines Over Passenger Complaints

The Nigeria Civil Aviation Authority (NCAA) has imposed sanctions on five airlines—two international and three domestic—for breaching Part 19 of the NCAA Regulations of 2023. The violations include failure to refund passengers within the required time, ignoring directives from the authority, mishandling luggage, and issues related to flight delays and cancellations.

Michael Achimugu, Director of Public Affairs and Consumer Protection at NCAA, confirmed the enforcement action, though he did not disclose the names of the affected airlines. He acknowledged that flight disruptions are not always within the airlines’ control but emphasized that NCAA regulations require specific actions to address such situations. Airlines that fail to comply face penalties.

Achimugu highlighted an increase in passenger complaints about delays and cancellations during the festive period. He attributed some disruptions to the harmattan season, which causes poor visibility. However, he clarified that the sanctions apply only to cases where airlines were at fault.

“This is harmattan season, so there is poor visibility. Flights must get cancelled. This is force majeure, and the airlines do not owe passengers anything in those instances. The enforcement we are initiating today is on cases where the airline is deemed to have been at fault. More will come,” he stated.

In addition to these sanctions, the NCAA plans to summon airline CEOs for a meeting this week to address ongoing regulatory breaches and flight disruptions.

Earlier, on December 10, the NCAA reiterated its stance on delayed ticket refunds, warning airlines to adhere strictly to refund timelines outlined in Part 19 of the 2023 regulations. These rules require immediate cash refunds for cash purchases and refunds within 14 days for electronic payments, including transactions via mobile apps and internet banking.