The Nigerian Civil Aviation Authority (NCAA) has cautioned domestic airlines against misleading passengers with claims that ticket refunds take up to four weeks, insisting that such practices violate existing aviation regulations which mandate refunds within 14 days.
In a statement released via X (formerly Twitter) on Monday, the NCAA’s Director of Public Affairs and Consumer Protection, Michael Achimugu, said the regulator would not tolerate any attempt by airlines to create their own refund timelines outside the law.
“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 said. “The NCAA regulations are clear — the timeframe for ticket refunds is 14 days. Part 19 of the NCAA Regulations 2023 remains in full force. Operators cannot invent a different rule.”
He urged passengers who receive such four-week refund notices to forward the communication directly to the NCAA for investigation via michael.achimugu@ncaa.gov.ng, ifueko.abdulmalik@ncaa.gov.ng, or cpd@ncaa.gov.ng.
“We cannot all claim to be improving the aviation industry while undermining existing rules and being unfair to passengers,” he added.
The NCAA’s warning follows a surge in passenger complaints over delayed refunds for cancelled or rescheduled flights. The regulator has repeatedly emphasized that airlines failing to comply with refund timelines risk sanctions.
Describing timely refunds as a “low-hanging fruit” in consumer protection, the NCAA reaffirmed its commitment to ensuring that passengers receive fair treatment and that all operators adhere strictly to aviation standards.
About the Author
