The Nigeria Civil Aviation Authority (NCAA) has cautioned domestic airlines against the unnecessary delay of passenger ticket refunds, describing the month-long refund process as completely unacceptable and illegal.
The warning follows complaints from air travelers who said some airlines often tell them that refunds take up to four weeks to process a timeline the NCAA says clearly violates Part 19 of the Nigeria Civil Aviation Regulations (Nig. CARs) 2023.
Speaking on the matter, the Director of Public Affairs and Consumer Protection at NCAA, Mr. Michael Achimugu, said airlines must stop misleading passengers.
According to him, refunds should never take more than 14 days once a valid claim is made.
Airlines need to stop telling passengers that refunds take four weeks. The rules are clear, it must be done within 14 days. There cannot be two captains-in-command on an aircraft,” Achimugu stated.
The NCAA said all domestic carriers including Air Peace, Ibom Air, Arik Air, Overland Airways, Green Africa, and United Nigeria Airlines are expected to comply fully.
Achimugu stressed that any airline creating its own rules is not only violating consumer protection laws but also undermining the authority of the NCAA.
He warned that enforcement teams have already been directed to monitor compliance, and defaulting operators will face sanctions.
We cannot all claim to be improving the industry while duplicating rules that are unfair to passengers,” he added.
The NCAA urged passengers to report to any airline that tells them refunds take four weeks to process. Reports can be made directly to the Authority’s consumer protection office.
Achimugu reminded airlines that the NCAA is the only body legally empowered to regulate commercial air transport in Nigeria and that no operator has the right to contradict national regulations.
The agency also encouraged passengers to stay informed about their rights under Nig. CARs Part 19, assuring that the Authority remains committed to transparency, fairness, and consumer protection across Nigeria’s aviation industry.
