The Nigerian Civil Aviation Authority (NCAA) has reminded airline passengers of their right to a refund within 14 days if their flight is cancelled. This was stated by NCAA’s Director of Public Affairs and Consumer Protection, Michael Achimugu, during a live appearance on Channels Television’s Sunrise programme on Saturday.
According to Achimugu, airlines that fail to process ticket refunds within the 14-day window will face sanctions. “For refunds not made in cash, the rule remains that passengers must get their money back within two weeks,” he said.
The statement comes amid rising complaints from travelers over frequent flight delays and cancellations, particularly involving major domestic carriers like Air Peace. Achimugu explained that while some delays are due to operational or technical issues, others stem from overselling tickets despite limited aircraft availability.
“If an airline has five aircraft and two are grounded, it must cut down its daily flights instead of selling tickets it can’t honour,” he added. He also warned that the NCAA would impose tougher penalties on airlines that continue to violate consumer protection rules.
In a related move, the NCAA summoned Air Peace on Friday over recurring disruptions in its service. Director General of Civil Aviation, Captain Chris Najomo, met with the airline’s management in Abuja, demanding urgent improvements. “Passengers have suffered enough. Airlines must comply with safety and service standards,” Najomo said.
In response, Air Peace said flight safety remains its top priority and explained that its cancellations are based on safety and weather concerns, not profit. “We’d rather delay a flight than take risks,” the airline stated, while dismissing claims that it is overstretching its fleet.
To improve consumer service, the NCAA has launched a Passenger Information Portal where travelers can report complaints about delays, cancellations, or poor service. The portal tracks complaints in real-time and helps ensure faster resolution.
The NCAA also urged passengers to be responsible by arriving early and using online check-in options. “Delays are sometimes caused by late check-ins. There must be shared responsibility,” Achimugu said, while noting that weather-related disruptions are considered “force majeure” and do not place blame on airlines.
The agency has promised to keep protecting passenger rights while ensuring safety and improved services in Nigeria’s aviation sector.
