FG Takes Action Against Air Peace And Others Over Delayed Refunds

FG Takes Action Against Air Peace And Others Over Delayed Refunds

The Nigerian Civil Aviation Authority (NCAA), a federal government agency, has issued a warning to Air Peace, mandating the immediate refund of a passenger whose flight was cancelled in October 2024, or risk facing penalties…READ MORE…

The affected passenger, Falayi Temitope, expressed his frustration on X (formerly Twitter), detailing that since requesting a refund on October 16 for his cancelled flight, he has yet to receive his money.

In a series of posts dated November 21, Temitope wrote: “It has now been 36 days without a refund from @flyairpeace regarding my cancelled flight. Can this issue be resolved today? I sent you my third email this morning. Thank you for your service.”

He continued, conveying his disappointment with the airline’s handling of the situation: “I appreciate your understanding of my frustration, yet it’s disheartening that corporations can act irresponsibly without accountability from the government. How can we expect policies, guidelines, and standard operating procedures to be effective?”

Temitope noted that according to Part 19 of NCAA regulations, refunds should be made within 14 days for unutilized tickets purchased via electronic bank transfer. As of now, it has been 53 days since his request.

In response, Michael Achimugu, Director of Public Affairs and Consumer Protection at the NCAA, confirmed he has been monitoring the situation and expected Air Peace to take action. He stated, “NCAA Regulations are clear regarding the timeframe for ticket refunds: cash purchases must be refunded immediately, while purchases made via electronic means must be refunded within 14 days. @flyairpeace, the NCAA expects an immediate refund for this passenger, as the 14-day window has long passed.”

Achimugu also cautioned that airlines failing to comply with the NCAA’s refund regulations would face consequences. He emphasized, “This is not an idle threat. The Consumer Protection Department has taken significant steps to inform passengers and safeguard the interests of operators. It’s time for airlines to uphold their commitments to the regulator.”

He assured that his department will no longer actively pursue airlines for compliance. “Every incident of non-compliance will be met with appropriate penalties. No airline can claim they have not had the chance to address their issues. We have approached this matter fairly.”

Achimugu apologized to passengers experiencing undue delays in refunds, affirming that it is not acceptable. He is currently advocating for a review of the regulations to shorten the refund timeframe to seven days, aiming for a service standard that meets global expectations. He noted, “My department’s efforts have already resulted in airlines providing full refunds, as well as 25% and even 50% rebates.

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