The Nigerian Civil Aviation Authority (NCAA) has warned domestic airlines to stop informing passengers that ticket refunds take four weeks, saying such claims conflict with the regulator’s rules, which set a 14-day refund deadline.
The agency thus urged passengers who received four-week refund promises to forward the communications to NCAA officials for investigation
The NCAA’s Director of Public Affairs & Consumer Protection, Michael Achimugu, made the admonition in a statement via X on Monday.
“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.
He added: “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.”
The reminder comes amid mounting passenger complaints about delayed refunds following cancellations and disruptions.
The NCAA has, in recent months, said it would sanction airlines that fail to process refunds within the timeframe set out in its regulations, describing timely refunds as a “low-hanging fruit” that airlines should prioritise.