The Nigeria Civil Aviation Authority (NCAA) has called on airline managers and regulatory agencies involved in consumer-related aviation issues to familiarize themselves with the NCAA’s regulatory provisions on consumer protection. This guidance was emphasized during a media briefing by Michael Achimugu, the NCAA’s Director of Public Affairs and Consumer Protection, in Abuja on Thursday.

Achimugu stressed that a well-informed public and stakeholders would lead to better understanding and resolution of passenger rights issues. He also highlighted the penalties airlines could face, stating that failure to address refund issues within the stipulated regulatory timeframe could result in fines of up to N5 million.

During the briefing, Achimugu outlined specific timelines for various complaints related to air travel. For delayed luggage, he stated that passengers are entitled to a First Needs payment of N10,000 for domestic flights and USD 170 for international flights while their baggage is being located. The USD 170 compensation applies only if the airline does not adhere to its own baggage delay policies. He noted that airlines have seven days to locate delayed baggage for domestic flights and 21 days for international flights.

In the event that baggage is confirmed as missing, Achimugu mentioned that the liability limit for local airlines is set at $1,000. For international passengers, the limit is $1,288 in special drawing rights (SDR), which can be converted into currency.

Regarding ticket refunds, Achimugu explained that refunds must be processed immediately for cash payments or within 14 days for bank transfers. He cautioned that delays might occur depending on the time taken to submit the required documentation.

The NCAA director also issued a warning against false claims made by passengers, sharing examples of recent incidents where individuals attempted to misrepresent situations. He recounted a case involving a passenger who falsely accused airline staff of theft and assault, only for the investigation to reveal that the passenger had left their baggage in a lounge. In another instance, a passenger claimed her missing baggage contained multiple high-value items, but these were found to be nonexistent upon the bag’s recovery.

Achimugu reiterated that individuals making false claims could face serious consequences, including fines ranging from N1 million to N10 million for unruly behavior, as well as potential jail terms of six months to one year.