Document text
Date: [DD MONTH YYYY]
VIA [E-MAIL TO THE AIRLINE'S CUSTOMER CARE / CONSUMER DESK] / [HAND DELIVERY AT THE AIRLINE'S OFFICE — ASK FOR A STAMPED COPY]
To:
The Designated Consumer Complaints Officer
[AIRLINE NAME]
[AIRLINE OFFICE ADDRESS / E-MAIL]
From:
[YOUR FULL NAME]
[YOUR ADDRESS] · [MOBILE] · [E-MAIL]
Subject: Claim under Part 19 of the Nigeria Civil Aviation Regulations 2023 — flight [FLIGHT NUMBER] of [DATE], [ORIGIN] to [DESTINATION]
Dear Sir/Madam,
I held a confirmed reservation on the flight below and presented myself for check-in on time.
1. Flight details
Item Details
Booking reference (PNR) / ticket number [PNR] / [TICKET NUMBER]
Flight [FLIGHT NUMBER], [ORIGIN] → [DESTINATION]
Domestic or international [DOMESTIC / INTERNATIONAL]
Scheduled departure [DATE], [TIME]
Actual departure / status [ACTUAL TIME] / [CANCELLED ON (DATE, TIME)]
Length of delay [NUMBER] hours [NUMBER] minutes
When and how I was told [AT THE GATE / BY SMS AT (TIME) / NOT INFORMED]
Reason given [REASON GIVEN BY STAFF / NO REASON GIVEN]
Fare paid ₦[AMOUNT], paid by [CASH / CARD / BANK TRANSFER / AGENT] on [DATE]
2. What happened
[DESCRIBE BRIEFLY: what time you arrived, what announcements were made, how long you waited, whether the flight was rescheduled, whether you travelled on another flight or did not travel.]
Care I received at the airport: [NONE / REFRESHMENTS ONLY / MEAL / HOTEL AND TRANSPORT]. Telephone calls, SMS or e-mails offered: [YES / NO].
3. My rights under Part 19
Part 19 of the Nigeria Civil Aviation Regulations 2023 (Nig.CARs) provides, among other things:
for a domestic flight, the reason for a delay is to be given within 30 minutes after the scheduled departure time; after two hours — refreshments and two telephone calls, SMS or e-mails; beyond three hours — reimbursement or re-routing; at a time between 10pm and 4am — hotel accommodation and transport; for a delay of more than six hours — compensation (Nig.CARs 19.6.1.1 and 19.10);
for a cancelled domestic flight — assistance, reimbursement or re-routing, and compensation unless I was informed at least twenty-four hours before the scheduled departure (19.7.1.1). The burden of proving whether and when I was informed rests with the airline (19.7.1.4);
compensation is at least 25% of the fare for flights within Nigeria and 30% of the ticket price for international flights (19.8.1.1). It is paid in cash, by bank transfer or cheque; travel vouchers only with my signed agreement (19.8.1.3);
reimbursement is made by the mode of payment: cash — immediately for domestic flights; electronic transfer and other means — within 14 days (19.9.1.1(a)).
[FOR AN INTERNATIONAL FLIGHT, REPLACE THE FIRST TWO POINTS WITH: "for an international flight delayed between two and four hours — compensation and telephone calls, SMS or e-mails; more than four hours — a meal; at least six hours — hotel accommodation and transport (19.6.2.1); for a cancellation — compensation unless I was informed at least seven days before departure or re-routed within the limits of 19.7.1.1(d)."]
4. What I am claiming
Claim Basis Amount (₦)
Refund of the unused ticket [OR: "of the part of the journey not made"] Nig.CARs 19.9.1.1(a) [AMOUNT]
Compensation: [25% / 30%] of the fare of ₦[FARE] Nig.CARs 19.8.1.1 [AMOUNT]
My own costs for meals / hotel / transport that the airline did not provide (receipts attached) Nig.CARs 19.10 [AMOUNT]
Total [TOTAL]
[IF YOU WERE RE-ROUTED AND TRAVELLED: delete the refund line and keep the compensation line. If the new flight arrived not more than one hour (domestic) or three hours (international) after the original arrival time, the airline may reduce the compensation by 50% (19.8.1.2).]
[IF THE AIRLINE SAYS THE CAUSE WAS WEATHER, AIRPORT CLOSURE OR ANOTHER EXTRAORDINARY CIRCUMSTANCE: "Please provide written proof of the extraordinary circumstances and of the measures taken, as required by 19.6.1.2 / 19.7.1.3. My right to care, refreshments, reimbursement and re-routing does not depend on the cause."]
I ask you to:
1. pay the total of ₦[TOTAL] to [ACCOUNT NAME, ACCOUNT NUMBER, BANK] within [SEVEN (7)] days of receiving this letter;
2. send me a written statement of the reason for the [DELAY / CANCELLATION] and the time I was informed;
3. confirm the payment in writing to [E-MAIL].
5. If this is not settled
If I do not receive the payment or a written answer within the period above, I will file a complaint with the Nigerian Civil Aviation Authority (Consumer Protection Directorate) under Nig.CARs 19.24, attaching my ticket, this letter and any reply, and will pursue every other remedy available to me.
Yours faithfully,
______________________________
[YOUR FULL NAME]
Received by (for hand delivery):
______________________________
[NAME, POSITION] — Date: [DATE] — Stamp
Attachments (copies):
1. E-ticket / boarding pass for [FLIGHT NUMBER]
2. SMS or e-mail about the delay or cancellation, screenshots of the departure board
3. Receipts for meals, hotel or transport
4. Proof of payment of the fare
NOTES BEFORE SENDING — delete this part
Send the letter to the airline first. NCAA takes a complaint after you have notified the airline and the complaint remains unresolved (Nig.CARs 19.24.1.3).
Keep proof of sending: the e-mail with the time stamp, or a stamped copy.
If you paid in cash for a domestic flight, the refund is due immediately; by transfer or card — within 14 days.
For several passengers on the same booking, list each name and ticket number in the table.
Reply to this document or get a deadline reminder: https://layers.md/ng/flight-delay-compensation-nigeria?from=reply-ng-rez-flight-delay