Flight delayed or cancelled? How Nigerian passengers can claim refunds and compensation

Nigerian air travellers whose flights are delayed or cancelled may qualify for refunds, compensation or assistance under Part 19 of the Nigeria Civil Aviation Regulations 2023. A refund covers the eligible cost of a ticket. Compensation is an additional payment that depends on the circumstances.

What domestic and international flyers are owed

On domestic flights, passengers are entitled to refreshments after a two-hour delay. If the delay exceeds three hours, they may get a ticket reimbursement or alternative arrangements under the regulations. On international flights, airlines must provide refreshments and communication facilities for delays of two to four hours. Delays of four hours or more require meals and communication facilities. Hotel accommodation and airport transfers may apply when departure is expected at least six hours later than previously announced.

For cancellations, eligible domestic passengers may receive compensation of 25% of the ticket price. International passengers may receive 30%. The domestic compensation rule generally does not apply when passengers are notified at least 24 hours before departure. International flights have different notification and rerouting conditions. Airlines may also be exempt when extraordinary circumstances caused the disruption and could not have been avoided despite reasonable measures. Exemption from compensation does not automatically remove the right to a refund or alternative travel arrangements. Passengers should check Sections 19.7 to 19.9 of the regulations.

How to file a refund or complaint

Passengers should contact the airline’s customer service department or ticket office and state clearly whether they want a refund or rerouting. Provide the booking reference, ticket details and proof of payment. Ask for written confirmation and keep copies of all correspondence. Cash reimbursement for domestic flights is generally immediate. Reimbursement through electronic bank transfer and other specified methods is generally due within 14 days. Travellers who booked through an agent or online platform should also contact the provider to establish who will process the refund.

Keep the ticket and booking confirmation, boarding pass if available, proof of payment, booking reference, emails or text messages announcing the disruption, screenshots of revised departure times, receipts for extra expenses, and copies of refund requests and airline responses. Submit copies, not originals, when filing a complaint.

If the airline fails to resolve the issue, passengers can escalate to the NCAA Consumer Protection Department. First contact the airline’s customer affairs unit. If the response is unsatisfactory, use the NCAA’s official online complaint form or Consumer Protection Portal. Provide flight details, contact information and a clear explanation. Attach copies of the ticket, payment records and correspondence with the airline. State the remedy wanted, such as refund, compensation or rerouting. Keep the complaint reference and follow up. Complaints can also be sent to [email protected].

Why it matters for travellers

Compensation is not automatic. Advance notification, qualifying alternative travel arrangements, extraordinary circumstances and failure to meet check-in requirements may affect a claim. The scale of disruption is significant. NCAA’s August 2026 data showed that nearly 60% of domestic flights were delayed. United Nigeria Airlines recorded a delay rate of more than 76%. For passengers, keeping records and moving quickly will matter when asking for money back.