Nigeria’s Minister of Aviation and Aerospace Development, Festus Keyamo, has issued a firm directive to the Nigeria Civil Aviation Authority (NCAA), mandating them to resolve airline ticket refund issues within 24 hours.
This comes in response to funds currently held by several airlines, especially those that have recently ceased flight operations.
Speaking at the Murtala Muhammed Airport in Lagos during the unveiling of the NCAA’s Consumer Protection Portal, Keyamo expressed discontent with the difficulties passengers have faced in reclaiming funds from airlines that halted services. The minister emphasised that such behaviour from airlines would no longer be tolerated.
Keyamo instructed that by the end of Friday, September 20, the NCAA must publicly address this issue. He added that passengers need transparency regarding what is happening to their money, and the public deserves to know how such matters are handled.
“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,” he said.
The newly launched NCAA portal aims to facilitate real-time complaints by air travellers, ensuring a more efficient mechanism for addressing issues. Keyamo commended the Aviation Authority’s leadership for their initiative, but stressed the importance of prioritising the experience and satisfaction of passengers.
NCAA Acting Director-General, Capt. Chris Najomo, echoed these sentiments, describing the portal as a pivotal tool to uphold consumer rights and transparency.
Najomo explained that platform is not merely a digital convenience, but a necessary response to the complex challenges that air travellers face. He noted that the portal aligns with national efforts to strengthen the aviation sector and protect consumers.
The portal offers passengers the opportunity to lodge complaints, track airline performance, and monitor punctuality, further enhancing accountability in the sector.