The Nigerian Civil Aviation Authority (NCAA) has directed all domestic airlines to strictly comply with the 14-day deadline for processing passengers’ ticket refunds, warning against unnecessary delays that violate aviation regulations.
Michael Achimugu, Director of Public Affairs and Consumer Protection at the NCAA, issued the warning on Monday through his official X handle. He stated that the directive followed reports that some airlines were informing passengers that refund processes could take up to four weeks.
Achimugu explained that such a practice goes against Part 19 of the NCAA Regulations 2023, which mandates that all ticket refunds must be completed within 14 days. He stressed that airlines do not have the authority to set their own timelines outside of the official regulation.
“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 about the timeframe for ticket refunds, and it remains 14 days. Operators cannot create a different rule in this regard.”
He urged passengers experiencing refund delays to send copies of their communication with airlines to michael.achimugu@ncaa.gov.ng, ifueko.abdulmalik@ncaa.gov.ng, and cpd@ncaa.gov.ng for appropriate regulatory action.
The agency emphasized that providing misleading information about refund timelines undermines the NCAA’s authority and violates consumer rights, warning that any airline found guilty of non-compliance will face sanctions.