NCAA Set To Sanction More Airlines Over Consumer Complaints
The Nigerian Civil Aviation Authority (NCAA) has announced plans to sanction additional airlines over consumer protection violations, following recent enforcement actions against several carriers for unresolved complaints and non-compliance with regulatory directives.
Michael Achimugu, NCAA’s Director of Public Affairs and Consumer Protection, confirmed to Sunday PUNCH that the process is underway. “More airlines will be sanctioned shortly for similar offences. The matter is currently with the legal department and will soon proceed to the Director-General’s desk for approval,” he said.
He clarified that the announced actions represent the initiation of the enforcement process rather than the final sanctions. “There’s a procedure to this. It begins with my department initiating sanctions, which are then reviewed by the legal team to ensure compliance with regulatory standards. Once approved by the DG, it becomes an official enforcement action,” Achimugu explained.
The NCAA recently sanctioned five airlines, including Royal Air Maroc, Ethiopian Airlines, Air Peace, Arik Air, and Aero Contractors, for unresolved passenger complaints. Achimugu disclosed that some airlines have started addressing the issues raised.
“Royal Air Maroc has been summoned. Air Peace’s chairman has acknowledged and accepted the sanctions. Aero Contractors has informed us that they’ve resolved seven of the 11 cases cited in their sanction,” he stated.
Ethiopian Airlines, he added, claimed to have resolved the issues for which they were sanctioned, though they have been asked to submit a compliance report detailing whether the resolutions occurred before or after the sanctions were announced. Arik Air has also reported that its legal team is working on the matter.
Despite these developments, Achimugu emphasized that unresolved infractions will still be sanctioned. “Even where partial resolutions have been made, remaining unresolved cases will attract sanctions. Additionally, failing to respond to NCAA correspondence is itself a sanctionable infraction,” he noted.
The sanctions, which are primarily monetary, do not affect airline operations. “The airlines are still operational. The penalties are fines, and the airlines are required to compensate affected passengers and pay the stipulated fines for each infraction,” Achimugu said.
He highlighted that the NCAA’s enforcement actions are already yielding results, with airlines expediting passenger refunds and improving customer service. “Since the announcement, we’ve seen quicker refunds and more proactive responses from the airlines. This progress aligns with our objectives, and we will continue to enforce these standards,” he added.
Weeks earlier, the NCAA had warned airlines against delaying passenger refunds beyond timelines specified in Part 19 of the NCAA Regulations 2023. The warning was followed by enforcement actions against the five aforementioned airlines after a surge in passenger complaints.
The NCAA’s commitment to safeguarding consumer rights signals its determination to uphold standards within the aviation sector and ensure passenger satisfaction.
