Passenger’s 53-Day Wait For Refund Prompts NCAA To Warn Air Peace

The passenger, Falayi Temitope, had lamented on X, formerly Twitter, that since he requested for a refund from the airline on October 16 over his cancelled flight, Air Peace had failed to reimburse him.

Temitope, in a series of post, which dated back to November 21, stated: “It is day 36 and no refund from @flyairpeace on my cancelled flight. Can this be closed out today? My third email to you was sent this morning. Thank you for your service.

“I appreciate you understanding my frustration but this still lingers and it becomes more frustrating to know that corporations can’t do right and the government can as well hold certain folks accountable. How do we have policies, guidelines and standard operating procedures?

“@flyairpeace. Part 19 compels that reimbursement be made within 14 days of full cost of the unutilized tickets if payment was made by electronic bank transfer. Today makes it day 53.”

Reacting, Director of Public Affairs and Consumer Protection, NCAA, Michael Achimugu, stated that he had followed the case over the last few days and waited to see what action the airline would take.

Achimugu stated: “Part 19 of the NCAA Regulations are very clear with regard to timeframes for ticket refunds: Cash purchases must be refunded immediately, and by cash. Tickets purchased by electronic transfer, mobile apps, internet banking, etc must be refunded within 14 days. @flyairpeace, the NCAA expects an immediate refund to this pax as 14 days have long elapsed.”

Achimugu also warned that going forward, airlines that failed to pay refunds within the timeframe stipulated by the NCAA Regulations 2023 would be sanctioned.

He stated: “This is not hot air. The Consumer Protection Department of the NCAA has done a lot to sensitive passengers and protect the business of operators. The time has come for airlines to repay the good faith and support they have gotten from the regulator.

“Our CPOs have received instructions not to chase down airlines to comply with the regulations. Every case of non-compliance will be met with adequate sanctions. Not a single airline will say that they have not been given a listening ear. The Authority has been balanced.

“Apologies to passengers whose refunds have taken longer than necessary. It is not ideal. Personally, I am pursuing a review of the regulations to cut the timeframe to seven days. It is doable. Nigerian passengers deserve world-class service. My department’s intervention has seen airlines pay full refunds, 25 per cent rebates, and even 50 per cent rebates.”