The
Director, Consumer Protection Directorate of the Nigeria Civil
Authority (NCAA), Adamu Abdullahi emphatically stated that airlines to
refund passengers airfares. Flight delay more than two hours be refund
their airfare, stating clearly that the NCAA law on consumer rights
which came into law in September 2012 mandates all airlines operating
country to do so.
Stated
this on a TV station when asked about the effective implementation of
law, and according to what he said “the largest carrier in the country
has recorded a drastic fall in the number of complaints lodged against
it because they set up a very workable customer relations desk and
managers are empowered to take decision without considering the cost”.
Stating
that decisions, as stipulated by the law, is that passengers must be
served refreshments after an hour of delaying their flight and they must
be refund if the flight is still delayed beyond two hours.
He
forewarned that as the directorate is now fully empowered with the law,
“it will not be business as usual” in the aviation sector has sanctions
and penalties will be raise against airlines that default on customer
satisfaction.
In conclusion he estimated that about 50, 000 complaints are per annum .
