The Nigerian Civil Aviation Authority (NCAA) has cautioned domestic airlines against misleading passengers with claims that ticket refunds take up to four weeks.
In a statement issued Monday on X, NCAA’s Director of Public Affairs and Consumer Protection, Michael Achimugu, said such claims violate existing aviation regulations that stipulate a maximum of 14 days for refund processing.
“Domestic airlines need to stop telling passengers that their refund process takes four weeks. The NCAA regulations are clear about the timeframe for ticket refunds, and it is 14 days,” Achimugu said.
He cited Part 19 of the NCAA Regulations 2023, noting that operators have no authority to create new rules outside what the law provides.
Passengers Urged to Report Violations
Achimugu urged affected travellers to forward any communication from airlines promising four-week refunds to the NCAA for investigation.
He provided email addresses where such complaints should be sent — michael.achimugu@ncaa.gov.ng, ifueko.abdulmalik@ncaa.gov.ng, and cpd@ncaa.gov.ng — assuring that the authority would take action.
“We cannot all claim to be working for the improvement of the industry and be duplicating rules in a manner that undermines the Authority and is unfair to passengers,” he added.
The reminder comes amid growing passenger frustration over delays in refund processing following cancelled or disrupted flights.
The NCAA has previously vowed to sanction airlines that flout consumer protection rules, describing timely refunds as a “low-hanging fruit” that operators must prioritise to build public trust.
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