The Nigerian Civil Aviation Authority has warned domestic airlines to stop telling passengers that ticket refunds take four weeks, saying the claim goes against existing aviation rules that require refunds to be completed within 14 days.
The warning came after rising complaints from passengers about delayed refunds following cancelled or disrupted flights.
In a statement on Monday shared via X, the NCAA’s Director of Public Affairs and Consumer Protection, Michael Achimugu, said the authority would investigate airlines that issue such misleading refund timelines.
“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.
He explained that Part 19 of the NCAA Regulations 2023 clearly sets the refund timeframe at 14 days and warned that airlines have no power to create their own refund rules.
“The NCAA regulations are clear about the timeframe for ticket refunds, and it is 14 days. Operators cannot create a different rule in this regard,” he said.
The agency also urged affected passengers to report any airline that promises a four-week refund period by forwarding the communication to the NCAA through the following emails: [michael.achimugu@ncaa.gov.ng](mailto:michael.achimugu@ncaa.gov.ng), [ifueko.abdulmalik@ncaa.gov.ng](mailto:ifueko.abdulmalik@ncaa.gov.ng), and [cpd@ncaa.gov.ng](mailto:cpd@ncaa.gov.ng).
Achimugu 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 NCAA has repeatedly warned that it will sanction airlines that fail to process refunds within the 14-day window, describing timely refund payments as one of the simplest ways airlines can maintain public trust and improve customer service.
