The Nigeria Civil Aviation Authority (NCAA) has issued a strong warning to domestic airlines, condemning the widespread practice of informing passengers that ticket refunds take up to four weeks to process.
In a statement signed by Michael Achimugu, Director of Public Affairs and Consumer Protection, the NCAA described the practice as a serious breach of consumer protection regulations. He emphasized that Part 19 of the Nigeria Civil Aviation Regulations (Nig. CARs) 2023 clearly mandates that all refunds must be completed within 14 days of a valid claim.
“Domestic airlines need to stop telling passengers that their refund process takes four weeks. There cannot be two captains-in-command on an aircraft,” Achimugu stated, stressing that operators cannot create policies that contradict national regulations or undermine the authority of the NCAA.
The regulatory body warned that strict enforcement measures would be applied against non-compliant airlines, adding that enforcement teams have been directed to monitor compliance closely.
Passengers who receive notifications or messages from airlines indicating a four-week refund period have been urged to report such cases to the NCAA via the following emails: michael.achimugu@ncaa.gov.ng, ifueko.abdulmalik@ncaa.gov.ng, and cpd@ncaa.gov.ng.
“Enough of this. We cannot all claim to be working for the improvement of the industry while duplicating rules that undermine the Authority and are unfair to passengers,” Achimugu said.
The NCAA reaffirmed its commitment to protecting consumer rights and ensuring airlines operate strictly within the provisions of the Civil Aviation Act and the Nigeria Civil Aviation Regulations.
Airlines found in violation of the 14-day refund rule risk sanctions under Nig. CARs Part 19, which governs passenger compensation, redress, and consumer protection.
Achimugu reiterated that the NCAA remains the sole regulatory authority for commercial air transport in Nigeria and that all domestic carriers, including Air Peace, Ibom Air, Arik Air, Overland Airways, Green Africa, and United Nigeria Airlines, must ensure full compliance.
The Authority urged passengers to stay informed about their rights under Nig. CARs Part 19, emphasizing that transparency and accountability are essential to rebuilding trust and confidence in Nigeria’s aviation system.
