The Nigeria Civil Aviation Authority (NCAA) has called on domestic airlines to ensure that all ticket refunds are done withing 14 days.
The agency also warned the airlines against telling passengers that ticket refunds take longer than the official 14-day timeframe.
NCAA Director of Public Affairs & Consumer Protection, Michael Achimugu, made this known in a post on his official X account.
According to Achimugu, airlines cannot set their own refund timelines.
The warning follows reports that some carriers have told passengers that refunds could take up to four weeks, in clear violation of Part 19 of the NCAA Regulations 2023, which stipulates that refunds must be completed within 14 days.
“Domestic airlines NEED to stop telling passengers that their refund process takes 4 weeks. There can’t be two captains-in-command on an aircraft.
“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,” the statement read in part.
He advised passengers who experience delays in refunds are advised to forward communications from airlines to michael.achimugu@ncaa.gov.ng, ifueko.abdulmalik@ncaa.gov.ng, and cpd@ncaa.gov.ng.
Achimugu emphasised that misleading passengers with longer refund timelines undermines regulatory authority and is unfair to consumers.
Under Part 19 of the NCAA Regulations, which dwells on fair treatment for air passengers, airlines must process refunds immediately if paid in cash or within 14 days if paid via bank transfer, cheque, travel voucher, or other agreed methods, passengers whose flights are cancelled or disrupted can choose full reimbursement for unused portions, re-routing at the earliest opportunity, or re-routing at a later date convenient to them, subject to seat availability.
Also, intending passengers can also cancel a ticket within 24 hours of purchase, for tickets bought at least seven days before departure, and receive a full refund or hold the ticket for up to six months.
Similarly, domestic passengers may be entitled to 25 per cent of the ticket price as compensation for involuntary cancellations or delays, unless the airline provides timely notice or proves the disruption was caused by extraordinary circumstances.
Refunds and compensation can be issued in cash, bank transfers, cheques, or, with passenger agreement, travel vouchers redeemable at all airline outlets.
