NCAA warns domestic airlines against misleading passengers on refund timelines

The Nigerian Civil Aviation Authority (NCAA) has warned domestic airlines to stop misleading passengers about refund timelines, insisting that ticket refunds must be completed within 14 days as stipulated by agency’s consumer protection regulations.

In a post on X (formerly Twitter) on Monday, the director of public affairs and consumer protection at the aviation regulator, Michael Achimugu, described the practice as a violation of regulatory provisions.

Reaffirming the regulator’s stance, he stressed that airlines lack the power to alter the refund timeframe established by law.

“The NCAA regulations are clear — the timeframe for ticket refunds is 14 days, not four weeks. Operators cannot create a different rule in this regard,” he added.

Mr Achimugu’s remarks come amid growing complaints from passengers, who accuse airlines of refusing to process refunds months after flight cancellations.

He added that airlines found violating refund timelines risk enforcement action as such practices undermine consumer rights and erode public confidence in the industry.

“The NCAA remains the sole regulator of civil aviation in Nigeria. There cannot be two captains in command on an aircraft,” Mr Achimugu noted.

Passengers decry delays

Several passengers have in recent weeks taken to social media platforms to express their frustration over prolonged refund delays.

A user identified as Engr. Harrison (@Uncle_virus1) wrote on X that his refund from an airline took more than four months despite repeated emails.

“It was not until someone intervened that they finally decided to refund,” he said.

Another passenger, Paul Eze (@EzePaulND), said he is still awaiting a refund for flights booked with a defunct airline before the airline suspended operations.

“I sent multiple emails requesting a refund for tickets I paid for,” he posted. “Till now, there has been no meaningful response.”

Ifeoma Solanke (@IfeomaSolanke_O) also shared a similar experience, saying a local airline delayed her refund for 18 months.

Some passengers also complained that airlines often cite internal approval bottlenecks or vague “processing timelines” that contradicts NCAA’s 14-day rule.

Some questioned why the refund window should be as long as 14 days in the first place, arguing that modern payment systems can process reversals within hours.

A user named General Pushkin (@ajaeroc) wrote:

“Why should a refund take as long as 14 days? With current payment innovations, customers shouldn’t endure a waiting period of half a month for a service that was not delivered.”

He argued that both the regulator and operators must strike a balance between operational challenges and consumer convenience, especially given rising ticket costs.

NCAA may review refund rule

Reacting to passengers’ concerns on X, Mr Achimugu disclosed that the NCAA is considering a review of the 14-day refund rule to shorten it to seven days.

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“I have said it endlessly that I will be pushing for a reduction of that timeframe to seven days. I see no reason why it can’t be done. Eurostar recently refunded me within five days for a cancelled train trip,” he noted.

He, however, explained that any regulatory review will require stakeholder engagements and a formal amendment of the existing regulation, adding that compliance with the current rule remains the immediate priority.

“Writing down a law is not the end of a matter. Compliance is key. If operators are struggling to comply with the 14-day rule, we need to understand their challenges and help them improve the quality of service they offer passengers,” he said.

The passengers have also urged the NCAA to clarify refund eligibility, especially for voluntary cancellations initiated by customers.

Muhammad Anas (@Anas_Sukola), a passenger, wrote on X that the regulator should ensure airlines apply refund rules fairly.

“The NCAA should strengthen its oversight to ensure airlines issue refunds for flights cancelled by customers, not only those cancelled by the airline,” he said.

According to the NCAA, Part 19 of its 2023 regulations stipulates that passengers are entitled to refund within 14 days for cancelled or significantly delayed flights.

However, as complaints mount, the NCAA said it is stepping up oversight to ensure operators adhere strictly to the law and improve transparency in their dealings with passengers.