The Nigerian Civil Aviation Authority (NCAA) has issued a fresh warning to domestic airlines: stop misleading customers by claiming ticket refunds will take up to four weeks.
The regulator insists such statements directly violate its longstanding consumer protection rules, which mandate refunds within 14 days for electronic payments.
The announcement, confirmed through official NCAA channels and echoed in recent regulatory updates, comes as airlines grapple with a surge in flight cancellations and delays.
"Airlines must immediately cease any communication that suggests refunds exceed the 14-day threshold," said Michael Achimugu, NCAA's Director of Public Affairs and Consumer Protection, in a statement released last week.
"This is not just a guideline—it's law. Passengers deserve transparency and swift resolution, not excuses."
Under the NCAA's Part 19 regulations, first established in 2015 and reaffirmed multiple times, cash refunds for cancelled domestic flights must be processed immediately and in cash.
For electronic transactions, like those via mobile apps or online banking,the deadline is firmly 14 days.
Violations can now trigger fines of up to N5 million per infraction, with the authority vowing to ramp up audits and penalties in 2025.The crackdown follows a pattern of high-profile enforcement actions.
Just last month, in May 2025, the NCAA summoned Air Peace, Nigeria's largest domestic carrier, over chronic delays and refund bottlenecks that left thousands of passengers waiting far beyond the legal limit.
Director General of Civil Aviation, Captain Chris Najomo, met with the airline's executives in Abuja, urging them to "align operations with available fleet" and halt the sale of tickets for flights they can't guarantee.
Achimugu noted that while operational challenges like maintenance issues or fuel shortages aren't entirely the airlines' fault, refund delays are "unacceptable and avoidable."
Aviation Minister Festus Keyamo has backed the NCAA's tougher stance, recently pushing for a potential reduction of the refund window to just seven days.
"Nigerian passengers deserve world-class service," he declared during a sector review.Industry insiders, however, paint a more nuanced picture.
"Airlines are squeezed by rising costs—aviation fuel prices have spiked 200% in two years," explained an anonymous executive from a mid-tier carrier.
"But we get it; the NCAA's right to enforce this. We're digitizing our systems to hit that 14-day mark consistently."
Major players like Arik Air and Overland Airways have already updated their customer service scripts, sources say, to align with the directive.For now, the NCAA is urging passengers to report non-compliance via its hotline (0700-ICANFLY) or online portal.
"Know your rights," Achimugu emphasized. "If an airline tells you four weeks, remind them: it's 14 days, or face the consequences."
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