The Nigerian Civil Aviation Authority (NCAA) has issued a stern warning to domestic airlines operating within the country to stop misleading passengers about ticket refund timelines. The Authority emphasised that no airline is permitted to extend refund periods to four weeks, as this violates existing aviation regulations.
In a statement on by the NCAA Spokesperson, Michael Achimugu, operators and passengers were reminded that Part 19 of the NCAA Regulations 2023 remains in full force. Under this provision, airlines are mandated to process and complete refunds for unused or cancelled tickets within 14 days of the passenger’s request.
“There cannot be two captains-in-command on an aircraft; operators cannot create a different rule in this regard. The regulations are clear and binding on all stakeholders in the aviation sector,” the Authority stated.
This reminder follows numerous complaints from passengers who say they were informed by airlines that their refund processes would take up to four weeks. Many of these complaints have surfaced on social media platforms and through direct reports to aviation authorities, sparking public outrage and renewed calls for stricter enforcement of passenger rights.
The NCAA’s warning comes at a time when Nigeria’s domestic aviation industry is facing mounting criticism over service quality, frequent flight delays, and policy inconsistencies. Some airlines have reportedly developed internal policies that set their refund timelines between three to four weeks, citing operational and financial challenges.
However, the NCAA has dismissed such practices as unacceptable, stressing that airlines must comply with established regulations or face sanctions. The Authority noted that refund delays not only breach regulatory provisions but also erode public trust in the aviation industry.
“Enough of this, we cannot all claim to be working for the improvement of the industry and, at the same time, be duplicating rules in a manner that undermines the Authority and is unfair to passengers,” the statement read, urging passengers to report non-compliance.
With this latest warning, the NCAA has placed the spotlight on refund practices, a long-standing pain point for Nigerian air travellers. Passengers are encouraged to assert their rights, while airlines are expected to align their operations with regulatory standards.
Failure to comply, the Authority hinted, may attract disciplinary actions, including fines and other sanctions as provided under the NCAA Act.
Reacting to the statement, an X user @anas_sukola said, “Thank you for your attention to this matter. It is encouraging to see that you are focusing on the timeliness of obtaining refunds from airlines. However, I would like to prompt some more profound reflection on this issue: Why should a refund take as long as 14 days?
“Given the advancements in our payment systems and the innovations available to businesses, including airline operators, must customers endure a waiting period of up to half a month for a refund, especially for a service that the airline failed to provide? We know that typically, these frustrated customers receive no compensation for their inconvenience.”
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