The Nigeria Civil Aviation Authority (NCAA) has taken enforcement actions against five sanctioned airlines, to the Authority’s Legal Department for further action citing violations of consumer protection regulations outlined in Part 19 of the NCAA Regulations 2023.
The affected airlines, two international operators (Ethiopian Airways and Royal Air Maroc) and three domestic carriers (Arik Air, Aero Contractors, and Air Peace), face enforcement measures for a range of breaches, including delayed refunds, baggage mishandling, non-responsiveness to official directives, and flight disruptions.
“Earlier today, I notified five airlines that the NCAA has initiated enforcement actions against the operators for violation of various consumer protection regulations (Part 19 of the NCAA Regulations 2023).
“The violations include, but are not limited to, short-landed baggage, delayed refunds, flight delays and cancellations, non-responsiveness to official communication from the Authority, manhandled baggage, etc.
“I have now escalated our enforcement actions to the NCAA Legal Department for further action. While insisting that not nearly all disruptions are the fault of airlines, the regulations are very clear about compliance issues.
“The NCAA will continue to support airlines while protecting the rights and responsibilities of air travellers.” Michael Achimugu, Director of Public Affairs and Consumer Protection, Speaking to journalists earlier at the NCAA’s corporate headquarters in Abuja, disclosed that the violations include short-landed baggage, delayed and cancelled flights, and failure to address passengers’ complaints in a timely manner.
Achimugu emphasized that while not all flight disruptions are the fault of airlines such as those caused by poor visibility during the harmattan season the NCAA remains committed to holding operators accountable for preventable lapses. “The enforcement actions we are initiating today are targeted at cases where airlines are deemed at fault. More will come as we ensure compliance with our regulations,” he stated.
He reiterated the NCAA’s recent directive mandating airlines to process refunds within 14 days for online ticket purchases and immediately for cash transactions. The director noted that while many Nigerian airlines have complied with this directive, the sanctions were necessary to address cases of non-compliance and improve overall service standards.
In light of increasing disruptions during the yuletide season, which have resulted in a surge of passenger complaints, the NCAA has also announced plans to summon the Chief Executive Officers of all airlines to a meeting. The meeting will focus on addressing flight disruptions and ensuring regulatory compliance.
The NCAA assured stakeholders that these enforcement actions are not punitive but are designed to enhance service delivery in the aviation sector. “The Authority remains committed to protecting the rights of all stakeholders, including airlines, while ensuring that air travellers receive the standard of service they deserve.”
