The Nigerian Civil Aviation Authority (NCAA) has unequivocally stated that recent sanctions levied against five airlines operating within the country were exclusively related to breaches of consumer protection regulations, not safety violations. This clarification comes in response to public speculation and media reports suggesting the sanctions were tied to safety concerns. The NCAA emphasizes its commitment to transparency and fairness in its enforcement actions, underscoring that the sanctions were specifically targeted at addressing consumer complaints regarding delayed refunds and other related issues.
The sanctions followed a warning issued by the NCAA’s Director of Consumer Protection and Public Affairs, Michael Achimugu, reminding airlines of their obligations to passengers as outlined in Part 19 of the NCAA Regulations 2023. These regulations stipulate specific timelines for processing passenger refunds, among other consumer protection measures. The five airlines, Royal Air Maroc, Ethiopian Airways, Air Peace, Arik Air, and Aero Contractors, were found to have violated these regulations, prompting the NCAA to take enforcement action. The specific nature of the violations primarily revolved around delays in processing passenger refunds, a practice that the NCAA considers a serious breach of consumer rights.
The NCAA’s Acting Director-General, Capt. Chris Najomo, convened an emergency stakeholder meeting to address the broader issues of flight delays and cancellations that have plagued the Nigerian aviation industry. During this meeting, he urged airline operators to ensure their operational capacity aligns with their resources, emphasizing the need for efficient and timely handling of passenger complaints. This meeting served as a platform for the NCAA to reiterate its commitment to holding airlines accountable for their service delivery and adherence to regulatory guidelines, while also fostering dialogue and collaboration within the industry.
Air Peace Chairman, Allen Onyema, responded to the sanctions by expressing disappointment in the delays caused by his finance department. He acknowledged the validity of the NCAA’s actions and pledged to improve the airline’s responsiveness to passenger complaints. Onyema’s statement demonstrates a commitment to rectifying the issues that led to the sanctions and aligning internal processes with regulatory requirements. This acknowledgement of responsibility and commitment to improvement underscores the seriousness with which the airline views customer satisfaction and regulatory compliance.
The NCAA’s Director of Consumer Protection and Public Affairs, Michael Achimugu, reiterated that the sanctions were solely related to consumer protection violations and not safety issues. He emphasized the distinct roles within the NCAA, clarifying that his department’s purview is specifically consumer protection, while other departments handle technical and safety matters. This clarification aims to dispel any misconceptions regarding the nature of the sanctions and reassure the public that the NCAA addresses safety concerns through separate channels.
The NCAA maintains its commitment to upholding consumer rights within the aviation sector, ensuring airlines adhere to established regulations and treat passengers fairly. The agency emphasizes its impartial role in mediating between airlines and passengers, striving to create a balanced and transparent environment. The recent sanctions serve as a clear message to all airlines operating within Nigeria that the NCAA will not hesitate to enforce regulations and protect consumer rights, while also encouraging continuous improvement in service delivery and responsiveness to passenger concerns. The NCAA further emphasizes that its actions are not intended to sensationalize issues but to address legitimate concerns and maintain a fair and balanced aviation ecosystem.
