The Nigerian Civil Aviation Authority (NCAA) has cautioned domestic airlines against misleading passengers by claiming that ticket refunds take four weeks to process, reaffirming that the approved timeframe remains 14 days as stipulated in its regulations.
In a statement released via X on Monday, the NCAA’s Director of Public Affairs and Consumer Protection, Michael Achimugu, warned that airlines must adhere strictly to the regulator’s established rules.
“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,” Achimugu stated.
He further emphasised that the NCAA’s position is backed by its 2023 Regulations, which clearly outline that refunds should be completed within 14 days.
“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.
Achimugu also urged passengers who encounter airlines making false refund claims to report such cases for investigation. Complaints can be sent to michael.achimugu@ncaa.gov.ng, ifueko.abdulmalik@ncaa.gov.ng, or cpd@ncaa.gov.ng.
“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 spokesman concluded.
