NCAA Cracks Down on Airlines Over Delayed Ticket Refunds

The Nigerian Civil Aviation Authority (NCAA) has cautioned domestic airlines against informing passengers that ticket refunds take up to four weeks, describing such claims as a violation of its regulations, which mandate a 14-day refund period.

In a statement released on Monday via X (formerly Twitter), the NCAA’s Director of Public Affairs and Consumer Protection, Michael Achimugu, stressed that airlines must adhere strictly to the rules governing ticket refunds.

“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 stated. “The NCAA Regulations 2023, Part 19, clearly specify that ticket refunds must be processed within 14 days. Operators cannot create their own timelines.”

He urged passengers who are told by airlines that refunds take four weeks to forward such communications to the NCAA through the following emails: michael.achimugu@ncaa.gov.ng, ifueko.abdulmalik@ncaa.gov.ng, and cpd@ncaa.gov.ng for investigation.

Achimugu emphasized that adherence to refund timelines is crucial to improving the aviation sector and ensuring fairness to passengers.

The reminder comes amid rising complaints from passengers about delayed refunds following flight cancellations and disruptions. The NCAA has repeatedly warned that airlines failing to comply with the 14-day refund rule risk sanctions, describing prompt refunds as a basic obligation airlines must prioritize.