Address ticket refunds in 24 hours, FG tells NCAA

The Minister of Aviation and Aerospace Development, Festus Keyamo, has given the Nigeria Civil Aviation Authority a 24-hour ultimatum to take action on the air ticket funds hanging with some airlines, especially those that suspended flight operations in recent months.

Keyamo gave the order on Thursday at the Murtala Muhammed Airport, Lagos, during the launching of the NCAA Consumer Protection Portal, which would ensure a real-time lodging of complaints by air travellers.

The minister regretted that some passengers who had hitherto booked to fly with some airlines were finding it difficult to reclaim their funds.

He declared that the antics by airlines would not be allowed and directed the NCAA to inform the public of steps it had taken to resolve such complaints by Friday.

Although Keyamo did not mention any airline that was affected by this non-refund of air ticket money, The PUNCH recalled that Azman Air and Dana airline stopped flying in the last year for different reasons.

While Azman Air in August 2023 suspended operations over its incapacitation, Dana Air was grounded by the NCAA for safety and financial reasons.

Meanwhile, since the suspension of the airline, the management of Dana Air has not been able to return it to the sky but there are assurances that the airline would soon return to operations.

Speaking at the event, Keyamo said, “I am not unaware of the complaints of people whose money has not been refunded by certain airlines that have stopped operations due to safety concerns. I receive a huge number of such complaints in my emails, text messages, and direct messages. I have been a lawyer of the Federal Republic for over 30 years before I was called to serve my fatherland. People find a way to send these complaints to me and that is why I receive some of these complaints directly.

“For the airlines that have not refunded passengers’ money, there must be a public statement by the NCAA by the end of Friday latest. Let the public know what is happening to that money. I know you have resolved that. Let’s not pretend as if we are not hearing anything about this. People bought tickets before the airlines ran into troubled waters. What happened to their money? What plans do you have to refund them? This is part of consumer protection.

“Please, the NCAA should come out with a public statement to show what they are doing about resolving the issue.”

Keyamo said that the launch of the Consumer Protection Portal would ease complaints and ensure efficiency in the system.

While commending the leadership of the NCAA, especially the Consumer Protection Directorate for the initiative, the minister explained that the viability of the industry would be determined by the attention paid to the travelling public.

He said, “The final thing that we must achieve in the sector is that the person boarding the aircraft must have good experience, must feel the change either in terms of prices, environment or experience. So, everybody is working for that final consumer, including myself. So, let it be clear that we are all Consumer Protection Officers and it’s not only for those gentlemen and ladies in uniform.

“As a frequent flyer myself, I have seen firsthand, the rage of passengers who are either disappointed by delayed flights, cancellations or some ugly experiences on those flights. I have seen the rage and this is a means by which they can ventilate that rage.”

The acting Director-General of the NCAA, Capt Chris Najomo, said the initiative represents a significant step in the agency’s commitment to safeguard the rights and interests of aviation consumers across the country.

“In today’s rapidly evolving marketplace, consumers face myriads of challenges. From being unaware of their rights to navigating complex regulations to addressing poor services or unfair practices. Hence, the need for a robust system to protect and empower consumers has never been more critical,” he stated.