The Nigerian Civil Aviation Authority (NCAA) has issued a strong warning to domestic airlines over persistent complaints that ticket refunds take up to four weeks, insisting that such practices violate the agency’s approved regulations, which mandate refunds to be completed within 14 days.
According to the NCAA, airlines that continue to misinform passengers about extended refund timelines risk sanctions for breaching consumer protection rules under the NCAA Regulations 2023.
The Director of Public Affairs and Consumer Protection at the NCAA, Michael Achimugu, disclosed this in an official statement released on Monday through his verified X (formerly Twitter) account. He emphasized that no airline has the authority to modify or contradict existing regulations governing ticket refunds in Nigeria’s aviation industry.
Regulator Reinforces Compliance with Refund Rules
“Domestic airlines NEED to stop telling passengers that their refund process takes four weeks. There can’t be two captains-in-command on an aircraft,” Achimugu stated firmly.
He further clarified that the 14-day refund rule is explicitly stated in Part 19 of the NCAA Regulations 2023, which remains in force. “Operators cannot create a different rule in this regard,” he added.
The NCAA also appealed to air travelers to report any airline that promises refunds beyond the 14-day limit. Passengers have been advised to forward such communications to the regulator through the following email addresses: [email protected], [email protected], and [email protected].
“To all passengers: if you apply for a refund and an airline tells you that it would take four weeks, kindly forward that communication to us immediately,” Achimugu urged.
Consumer Rights Protection Takes Priority
In his statement, Achimugu reiterated the Authority’s commitment to safeguarding passenger rights while ensuring fair business practices within Nigeria’s aviation sector.
“We cannot all claim to be working for the improvement of the industry and be duplicating rules in a manner that undermines the Authority and is unfair to passengers,” he said.
The NCAA’s latest reminder comes amid a surge in complaints from travelers affected by flight delays, cancellations, and refund irregularities. Many passengers have accused airlines of dragging refund processes for weeks, contrary to what the law stipulates.
Okay News reports that the NCAA has repeatedly emphasized the importance of prompt ticket refunds, describing it as one of the “low-hanging fruits” for improving customer experience in the country’s aviation industry.
NCAA’s Commitment to Sanctions and Industry Discipline
In recent months, the regulatory body has warned that it would impose penalties on airlines that fail to comply with consumer protection standards, particularly regarding refunds and flight rescheduling.
Officials within the NCAA’s Consumer Protection Department noted that enforcing compliance would strengthen passengers’ trust in the system and promote accountability among airline operators.
Analysts believe the NCAA’s firm stance aligns with global best practices in aviation, where refund timelines are strictly enforced to ensure customer satisfaction and transparency.
With Nigeria’s domestic air traffic steadily increasing, industry observers say the regulator’s insistence on timely refunds reflects a broader commitment to improving service delivery and protecting passengers from unfair practices.
Moving Forward: Enhancing Passenger Confidence
Aviation experts also commended the NCAA for reaffirming the refund policy, describing it as a bold step toward restoring confidence in Nigeria’s air transport sector. They urged airlines to align with the Authority’s standards to avoid penalties and maintain good standing with regulators and customers alike.
The 14-day refund rule, they noted, is consistent with international aviation protocols set by bodies such as the International Air Transport Association (IATA) and the International Civil Aviation Organization (ICAO), which advocate for prompt compensation and refund processes to enhance passenger welfare.
The NCAA has vowed to intensify monitoring to ensure all domestic airlines comply fully with the refund regulation, reaffirming its readiness to protect passengers’ interests in every aspect of air travel.
