The Federal Government, through the Nigerian Civil Aviation Authority (NCAA), has issued a stern warning to Air Peace, Nigeria’s largest carrier, over its failure to refund a passenger following a canceled flight in October 2024.
The NCAA has threatened sanctions against the airline if immediate action is not taken to address the issue.
This development comes amid growing frustration among passengers regarding airline policies on ticket refunds, raising questions about the enforcement of consumer rights in the aviation industry.
The controversy began when a passenger, Falayi Temitope, took to X, formerly known as Twitter, to complain about Air Peace’s failure to refund his money after his flight was canceled.
Temitope stated that he had requested a refund on October 16, but as of December 9, he was yet to receive it.
In a series of posts, Temitope expressed his frustration, saying:
“It is day 36 and no refund from @flyairpeace on my canceled flight. My third email to you was sent this morning. Thank you for your service.”
He further lamented the lack of accountability, adding:
“How do we have policies, guidelines, and standard operating procedures, yet corporations can’t do right, and the government can’t hold them accountable?”
Temitope cited Part 19 of the NCAA Regulations, which mandates airlines to process refunds within 14 days for tickets purchased via electronic transfers. He noted that 53 days had passed since his request, yet no refund was issued
Reacting to the passenger’s complaint, Michael Achimugu, Director of Public Affairs and Consumer Protection at the NCAA, criticized Air Peace for breaching regulatory guidelines.
Achimugu explained that the NCAA had been monitoring the case closely and expressed disappointment over the airline’s failure to act promptly.
“Part 19 of the NCAA Regulations is clear,” Achimugu said. “Refunds for cash purchases must be made immediately, and for electronic payments, refunds must be processed within 14 days. This is not negotiable.”
He further warned that airlines failing to adhere to refund policies would face stiff penalties.
“Going forward, non-compliance with NCAA Regulations 2023 will attract adequate sanctions,” he stated.
Achimugu emphasised that the NCAA had always supported airlines but would no longer tolerate breaches of consumer protection laws.
The NCAA official also expressed regret over the inconvenience faced by passengers whose refunds had been delayed.
“Apologies to passengers whose refunds have taken longer than necessary. It is not ideal,” Achimugu said.
He revealed plans to review the current regulations to reduce the refund timeframe from 14 days to seven days.
“It is doable. Nigerian passengers deserve world-class service,” he asserted.
Achimugu also highlighted the Consumer Protection Department’s efforts to secure full refunds and even rebates for affected passengers
Air Peace, which has faced similar criticisms in the past, now finds itself in the spotlight as public pressure mounts.
This incident has reignited debates about the treatment of passengers and the role of regulatory authorities in holding airlines accountable.
While Air Peace has yet to issue an official statement, the airline risks sanctions that could tarnish its reputation and impact its operations.
Passengers and industry observers are now watching closely to see if the NCAA will make good on its promise to enforce compliance
The Federal Government’s involvement signals a renewed focus on consumer protection in Nigeria’s aviation sector.
Experts say this move could serve as a wake-up call for other airlines that may be tempted to flout regulations.
“The time has come for airlines to repay the good faith and support they have gotten from the regulator,” Achimugu said, highlighting the NCAA’s balanced approach to resolving disputes
The NCAA’s intervention has sparked hope among passengers that airlines will begin to prioritize customer satisfaction.
However, achieving this will require consistent enforcement of regulations and a commitment from airlines to uphold global standards.
For now, passengers like Temitope are left waiting, hoping for justice as the clock ticks on the NCAA’s ultimatum to Air Peace.
