The Nigerian Civil Aviation Authority (NCAA) has issued a stern warning to domestic airlines against delaying ticket refunds or misleading passengers about refund timelines.
In a recent statement, the NCAA reaffirmed that under Part 19 of the Nigerian Civil Aviation Regulations (2023), airlines are legally required to process refunds within 14 days of a passenger’s request. The agency noted that some airlines have been informing passengers that refunds may take up to four weeks a practice the NCAA described as misleading and unacceptable.
“The 14-day refund period remains the law and must be strictly adhered to,” the authority stated, emphasizing that any contrary information from airlines violates consumer protection regulations.
The NCAA urged passengers who receive such misleading communications to forward the evidence to the agency’s consumer protection department for investigation and enforcement action.
Airlines that fail to comply with the refund regulation, the NCAA warned, will face sanctions in line with existing aviation laws.
The authority reiterated its commitment to ensuring that passengers’ rights are respected and that the air transport sector maintains transparency, accountability, and fairness in customer service.
