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The Nigerian Civil Aviation Authority (NCAA) has issued a stern warning to domestic airlines, directing them to process passenger ticket refunds within 14 days of cancellation or schedule changes, in line with existing aviation regulations.
In a statement issued in Lagos, NCAA’s Director of Consumer Protection, Michael Achimugu, said the authority had received a growing number of complaints from passengers over delays and non-payment of refunds, prompting renewed enforcement measures.
“The NCAA will no longer tolerate airlines holding passengers’ funds indefinitely. Refunds must be completed within 14 days, regardless of payment channel or reason for cancellation,” Achimugu stated.
He emphasised that failure to comply with the directive would attract penalties, including suspension of operating licences or financial sanctions, as provided under the Nigeria Civil Aviation Regulations (Nig. CARs 2023).
According to the NCAA, airlines often delay refunds after flight cancellations or schedule disruptions, leaving passengers stranded or financially inconvenienced. The regulator said the new enforcement drive aims to restore confidence in domestic air travel and ensure consumer rights are protected.
Achimugu further explained that airlines are also required to provide clear communication to passengers regarding refund procedures, including contact details and timelines. “Transparency is key. Passengers must be informed of their rights and the processes available to them,” he added.
He reaffirmed that the NCAA’s Consumer Protection Department would intensify surveillance and audits to ensure strict adherence to the regulation.
The directive follows repeated warnings by the authority earlier in the year, as passenger complaints rose alongside operational challenges faced by local airlines — including high fuel costs, currency depreciation, and maintenance delays.
Airline operators, under the Airline Operators of Nigeria (AON), have appealed for regulatory flexibility, citing cash flow constraints, but the NCAA insists that passenger rights cannot be compromised.
The authority also encouraged passengers to report cases of non-compliance directly via its consumer protection portal or airport desks nationwide.
With air travel on the rise and airlines struggling to maintain schedules, the NCAA’s move is widely viewed as a critical step toward strengthening consumer trust and ensuring accountability in Nigeria’s aviation industry.
