Nigerian Airlines Face Penalties For Refund And Service Violations

Less than two weeks after the Nigerian Civil Aviation Authority (NCAA) cautioned airlines against breaching Part 19 of the NCAA Regulations (NCARs), the agency revealed that five airlines have violated these rules and will face sanctions.

The Director of Public Affairs and Consumer Protection, Mr. Michael Achimugu, confirmed that three domestic airlines and two international carriers were among those penalized for issues such as:

Failure to process refunds within the stipulated timeframe.
Non-responsiveness to NCAA directives.
Complaints about missing, damaged, or short-landed luggage.
Delayed and cancelled flights.

While Mr. Achimugu declined to name the specific airlines, he stressed that although airlines are not always responsible for flight disruptions, NCAA regulations outline mandatory actions airlines must take in such situations. Non-compliance with these rules, he said, attracts varying levels of penalties.

On December 9, the NCAA reiterated its commitment to enforcing passenger rights by ensuring refunds are processed promptly. Mr. Achimugu emphasized, “This is not an empty threat. The Consumer Protection Department has worked tirelessly to educate passengers and support operators. Airlines must now honor the trust and support they’ve received from the regulator.”

He further stated that the NCAA’s Consumer Protection Officers (CPOs) have been instructed not to chase after airlines to enforce compliance. Instead, cases of non-compliance will be met with appropriate penalties. He concluded, “Not a single airline can claim they haven’t been heard. The Authority remains fair but firm.