Nigeria Mandates Airlines to Process Passenger Claims Within 14 days

Posted by Fred.mie on October 21, 2025 0

In a bid to step up its efforts to safeguard air passengers’ rights, the Nigerian Civil Aviation Authority (NCAA) has issued a firm directive to all domestic airlines, ordering them to immediately stop notifying customers that ticket refunds could take up to four weeks to complete.

According to Travel News Africa, central to this update is the NCAA’s reinforcement of the required 14-day time frame for handling refunds, as outlined in Part 19 of the NCAA Regulations 2023. Through this reaffirmation, the authority seeks to dispel any misunderstandings and foster a uniform, equitable system for passenger reimbursements throughout the domestic airline network

In recent months, domestic airlines in Nigeria have faced criticism for advertising lengthy refund periods—often up to 4 weeks—when travellers cancel flights or cannot use their bookings. The NCAA’s recent announcement, conveyed by Director of Public Affairs and Consumer Protection Michael Achimugu, eliminates any uncertainty: the 14-day mandate is obligatory and overrides any airline-specific guidelines.

“There can’t be two captains in command on an aircraft,” Achimugu stated, emphasising the need for consistent compliance with national regulations. His remarks also highlight that airlines cannot impose terms that contradict official rules. This position solidifies the NCAA’s role as the primary guardian of consumer safeguards in the aviation field.

The NCAA’s order empowers passengers to report any airline that promotes a four-week refund timeline. Travellers are urged to submit such notifications straight to the authority, enabling quicker resolutions and heightened accountability from operators. This proactive measure bolsters consumer protections and demonstrates the authority’s commitment to rigorous enforcement.

The directive is clear for airlines: we will not accept overlapping or contradictory refund policies. The authority considers these practices a violation of its oversight responsibilities and a detriment to passengers. By addressing these inconsistencies, the NCAA is fostering a more open, just, and streamlined aviation industry, one that prioritises passenger needs in all operational decisions.

The NCAA’s action goes beyond a simple administrative tweak; it sends a strong message that the industry’s reputation depends on unwavering fulfilment of legal duties. By mandating a consistent approach among all carriers, the authority is diligently rebuilding confidence in domestic flights, a key element as Nigeria and fellow African nations chase bold expansion goals in tourism and travel.

For airlines, the order emphasises the importance of optimising refund handling mechanisms. Swift, transparent processing not only guarantees compliance but can also act as a competitive edge in a sector where superior service sets brands apart. Implementing tech tools to automate refund applications and monitoring deadlines will be essential for operators striving to comply with the 14-day rule while upholding efficiency.

In Nigeria, airline refund delays have become a persistent issue, reflecting broader challenges in the aviation sector amid rapid growth and economic pressures. Over the past few years, passengers have frequently complained about protracted refund processes, often extending beyond the regulatory 14-day limit to four weeks or more, due to factors like operational inefficiencies, cash flow constraints from fuel price volatility, and inadequate digital systems. High-profile cases, including those amplified on social media and consumer forums, have highlighted instances where airlines cite internal policies to justify delays, leading to widespread frustration and eroding trust.

The NCAA has ramped up interventions, issuing warnings and fines to non-compliant carriers, but enforcement has been inconsistent until the recent directive. This state of affairs is exacerbated by Nigeria’s booming domestic air travel, driven by population density and business hubs like Lagos and Abuja, where refund disputes spike during peak seasons or during disruptions such as strikes and weather events.

The enforcement of stricter refund rules in Nigeria could significantly enhance the country’s tourism sector across Africa by fostering greater traveller confidence and operational reliability. In Nigeria, where tourism contributes around 3–5% of GDP through attractions like national parks, cultural festivals, and business travel, faster refunds reduce financial risks for visitors, encouraging more bookings and repeat visits. The result could boost inbound tourism from Europe, Asia, and the Americas, as reliable airlines signal a mature market, potentially increasing revenue for hotels, guides, and local economies.

On a continental scale, Nigeria’s model might inspire harmonised policies in the African Union’s Single African Air Transport Market (SAATM), promoting seamless travel and reducing barriers in a region where aviation connectivity is key to unlocking tourism potential, estimated at over $50 billion annually. However, challenges like compliance costs could strain low-cost carriers, leading to higher fares that deter budget tourists. Positively, improved consumer protections could attract investment in infrastructure, such as airport expansions, and integrate with digital tourism platforms, driving sustainable growth.

Ultimately, this could position Africa as a more competitive global destination, countering perceptions of unreliability and amplifying ecotourism and adventure travel opportunities.

FAQs

1. Why does the NCAA mandate the new refund timeline for Nigerian airlines?

The NCAA requires all domestic airlines to process passenger refunds within 14 days, as per Part 19 of the NCAA Regulations 2023, overriding any longer internal policies.

2. Why did the NCAA issue this directive on airline refunds?

The directive addresses widespread complaints about airlines advertising up to four-week refund delays, aiming to enforce regulatory compliance, reduce confusion, and strengthen passenger rights in Nigeria’s aviation sector.

3. How can passengers report airlines violating the 14-day refund rule?

Passengers are encouraged to forward any communication from airlines stating more extended refund periods directly to the NCAA for investigation and swift enforcement.

4. What are the implications of this refund policy for Africa’s tourism industry?

It could enhance traveller confidence, encourage more bookings, and set a benchmark for other African countries, potentially boosting tourism revenue through improved aviation reliability and consumer protections.

5. How might airlines adapt to the NCAA’s 14-day refund mandate?

Airlines may need to streamline operations with digital tools for automated processing, ensuring efficiency while complying with regulations to avoid penalties and gain a competitive edge in customer service.