The Nigerian Civil Aviation Authority cautioned domestic airlines against telling passengers that ticket refunds take four weeks, stating that such statements contradict the regulator’s regulations, which mandate a 14-day refund period.
The agency encouraged passengers who were promised refunds within four weeks to send the messages to NCAA officials for an investigation.
Michael Achimugu, the NCAA’s Director of Public Affairs & Consumer Protection, issued the warning in a statement on X on Monday.
“Domestic airlines MUST stop informing passengers that their refund process requires 4 weeks.” An aircraft cannot have two captains in charge.
“The NCAA rules specify that the period for ticket refunds is 14 days.” Section 19 of the NCAA Regulations 2023 is still applicable. Operators are unable to establish an alternative rule in this context.
“To all travelers: if you request a refund and an airline states that it will take 4 weeks, please send that information to michael.achimugu@ncaa.gov.ng ifueko.abdulmalik@ncaa.gov.ng cpd@ncaa.gov.ng right away.”
He stated, “We cannot all assert that we are contributing to the enhancement of the industry while replicating regulations in a way that weakens the Authority and is unjust to passengers.”
The notification follows an increase in passenger grievances regarding delayed reimbursements after cancellations and disruptions.
In recent months, the NCAA announced it will penalize airlines that do not issue refunds within the timeframe outlined in its regulations, calling prompt refunds a “low-hanging fruit” that airlines ought to focus on.
