NCAA Warns Airlines Against Delaying Ticket Refunds Beyond 14 Days

The Nigerian Civil Aviation Authority (NCAA) has warned domestic airlines to stop misleading passengers by claiming that ticket refunds take up to four weeks to process, insisting that refunds must be made within 14 days as stipulated in its regulations.

The aviation regulator issued the warning in a statement shared on X (formerly Twitter) on Monday by its Director of Public Affairs and Consumer Protection, Michael Achimugu, who said airlines must comply strictly with existing consumer-protection laws.

“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.

Achimugu reaffirmed that Part 19 of the NCAA Regulations 2023 clearly stipulates a 14-day timeframe for all ticket refunds, adding that airlines have no authority to alter the rule.

“The NCAA regulations are clear about the timeframe for ticket refunds, and it is 14 days. Part 19 of the NCAA Regulations 2023 remains in force. Operators cannot create a different rule in this regard,” he said.

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He described the airlines’ four-week policy as a violation of consumer-protection standards and an attempt to undermine the regulator’s authority.

The NCAA urged passengers affected by refund delays to report erring airlines by forwarding evidence of such communication to the following emails for investigation:
michael.achimugu@ncaa.gov.ng, ifueko.abdulmalik@ncaa.gov.ng, or cpd@ncaa.gov.ng.

Achimugu stressed that the regulator would continue to protect passengers’ rights and ensure compliance with all operational guidelines.

“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 added.

The aviation watchdog reiterated its commitment to fair treatment of passengers and industry transparency, noting that delays in refunds have become a major source of complaints from travellers in recent months.

It assured the public that the Authority would enforce penalties against airlines that fail to honour the 14-day refund rule, while encouraging consumers to speak up when their rights are violated.