The Nigerian Civil Aviation Authority (NCAA) has reaffirmed its commitment to passenger rights, reiterating that airlines must refund tickets within 14 days of flight cancellations, as stipulated in its consumer protection regulations. The announcement comes in response to rising complaints about frequent flight delays and cancellations across the country.
Speaking on Saturday, Michael Achimugu, NCAA’s Director of Public Affairs and Consumer Protection, emphasized that airlines failing to process refunds for non-cash ticket purchases within the 14-day timeframe will face sanctions. “The NCAA is dedicated to safeguarding passenger rights, and we will hold airlines accountable,” Achimugu stated.
While acknowledging the high volume of complaints, Achimugu clarified that not all disruptions are attributable to airlines. He cited Air Peace, which operates more domestic flights than other airlines combined, as an example, noting that their higher flight volume naturally leads to a higher disruption rate. However, he stressed that the NCAA would penalize airlines for avoidable lapses.
To curb disruptions, Achimugu urged airlines to adjust schedules based on aircraft availability. “If you have five aircraft and two develop faults, reduce your flights for that day instead of overselling tickets for routes you may not serve,” he advised. The NCAA has warned that airlines continuing to oversell or repeatedly violating consumer protection rules will face stricter penalties in 2025.
The NCAA’s renewed focus on enforcement aims to address passenger grievances and ensure compliance within Nigeria’s aviation sector.
