Know Your Rights If Your Flight Is Delayed or Cancelled
Nigerian law protects you. Every airline operating in Nigeria must follow these rules. Here is exactly what you are owed and how to claim it.
30 minutes+
The airline must tell you the reason for the delay. Not “operational reasons.” The actual reason.
2 hours+
The airline must provide:
✓ Free refreshments (water, soft drinks, snacks/meals)
✓ 2 phone calls, 2 text messages, and 1 email
✓ 30% refund of your ticket price
6 hours+
Everything above, plus:
✓ Hotel accommodation at the airline’s expense
✓ Transport to and from the hotel
✓ 25% compensation of your ticket price
Past airport closing time (10pm)
The airline must provide hotel accommodation and transport. No exceptions.
Cancelled with less than 24 hours notice
You are entitled to:
✓ 25% of your ticket price as compensation
✓ Full refund OR rebooking on the next available flight
✓ Meals and refreshments while you wait
Cancelled with less than 7 days notice
✓ 30% of your ticket price as compensation
✓ Full refund OR rebooking on another flight
Cancelled with 14+ days notice
No compensation required, but you must be offered a full refund or rebooking.
If the airline sells more tickets than seats and you are bumped:
✓ 25% of your ticket price for domestic flights
✓ 30% of your ticket price for international flights
✓ Rebooking on the next available flight OR full refund
The airline must ask for volunteers first before denying anyone involuntarily.
If you paid for Business Class but got placed in Economy:
✓ Immediate refund of the price difference
✓ 30% of your ticket price as additional compensation (domestic)
✓ 50% of your ticket price for international flights
Refund must be made within 30 days.
Delayed baggage: N10,000 immediate compensation for domestic flights ($170 for international)
Lost or damaged: Airline is liable up to $1,000 USD for domestic flights
Report it immediately at the airport baggage desk before you leave.
Subject: Compensation Claim – Flight [Flight Number] on [Date]
Dear Customer Service,
I am writing to formally request compensation under Part 19 of the Nigerian Civil Aviation Regulations (NCAR 2023) for the disruption to my flight.
Flight details:
Booking reference: [Your booking ref]
Flight: [Flight number]
Route: [From] to [To]
Scheduled departure: [Time]
Actual departure: [Time or “Cancelled”]
Delay duration: [Hours]
What happened:
[Describe what happened. Include any announcements made, whether refreshments/accommodation were provided, and how long you waited.]
What I am claiming:
Under Part 19 of NCAR 2023, I am entitled to [refreshments / 25% compensation / 30% refund / hotel accommodation]. I request that this be processed within 14 days.
If this is not resolved, I will escalate my complaint to the NCAA Consumer Protection Department.
Regards,
[Your name]
[Your phone number]
[Your email]
Nigerian Civil Aviation Authority
Email: cpd@ncaa.gov.ng
Website: www.ncaa.gov.ng
In person: NCAA Consumer Protection desk at the airport
You can also file a complaint at the Consumer Protection desk at any Nigerian airport. Bring your documents.