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Airline Complaint Letter Fill out the template

Airline Complaint Letter

Last revision
Last revision 30/09/2019
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Formats Word and PDF
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Size 1 page
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Last revision: 30/09/2019

Size: 1 page

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Airline Complaint Letter

An Airline Complaint Letter is a letter used by an air passenger to complain about a bad experience he/she had with a Nigerian airline.The passenger may complain about the following issues:

  • Loss of baggage, delayed baggage, damaged baggage, etc. Every passenger has the right to carry his/her baggage in this same flight he/she takes. However, according to the law, where a passenger's baggage has been offloaded other than for operational, safety or security reasons, the airline must inform the passenger and where the baggage has being offloaded, the airline must inform the passenger that it will be loaded in the next flight. In this case, such passenger shall have the right to ₦5,000 (five thousand naira) compensation for domestic flights and $150 (one hundred and fifty U.S Dollars) compensation for international flight.

    If the passenger's baggage is not delivered to the passenger within 24 hours from the arrival of flight, the passenger will be entitled to a refund of the checked baggage fees. Also, if a baggage has been lost for a minimum period of 7 days for a domestic flight and 21 days for international flight, such passenger will be entitled to compensation in addition to baggage fee refund.
  • Flight delay, cancellation, diversion, etc. The compensation depend on whether it is a domestic or international flight. For flight delays, the duration and time of the delay determines the form of compensation.

    For domestic flights, the airline must notify the passengers about the delay within 30 mins of the scheduled departure and also provide free refreshment, two telephone calls, text messages, immediate cash reimbursement of the full cost of the unutilized ticket at the purchase price and where the delay is between 10:00pm and 4:00am, hotel accommodation and transport between the airport and place of accommodation.
    For delays of international flights, the airline must provide compensation of at least 30% ticket price, free telephone calls and text message, hotel accommodation and transportation between the airport and place of accommodation.

    In the case of cancellation, the airline is required to inform the affected passengers about the cancellation at least 24 hours before the scheduled time of departure for domestic flight and at least 7 days before the scheduled time of departure for international flight. Also, passengers are entitled to immediate cash reimbursement for cancelled domestic flight. For international flights, passengers are entitled to reimbursement within 14 days for the part or parts of the journey not made.

  • Denied boarding. When a passenger is denied boarding involuntarily, the airline is required to compensate the affected passengers in the same way as the volunteers. They are also entitled to refreshments, meals, hotel accommodation, transport and telephone calls.

  • Flight operations: Such as uncomfortable flight experiences, discourteous airline personnel, etc.


According to the Nigerian law, an air passenger has the following rights:

  • The right to the full value of the passenger's money;
  • The right to compensation for flight cancellations, delays, damaged/lost baggage and denial of boarding for any reason other than technical, weather conditions, air traffic control restrictions, security risks and industrial disputes that affect the operation of the flight;
  • The right to book and confirm tickets with airline of passenger's choice;
  • The right to the provision of a conducive airport environment before, during and after flights;
  • The right to seek redress for all irregularities during the passenger's flight;
  • The right to timely feedback in respect of matters/complaint lodged with service providers (airlines);
  • The right to be fully informed about the status of the passenger's flight; and
  • The right to be treated with respect and dignity irrespective of race or physical condition.

How to use this document

This document can be used by an air passenger who has had a bad experience with a Nigerian airline.

When making the complaint, the passenger is first obliged to send their complaints to the particular airline either via email or in writing and if that passenger is not satisfied with the outcome, he/she can make a formal complaint to the Nigerian Civil Aviation Authority (NCAA), the body regulating airlines in Nigeria.

On the receipt of the complaint, the NCAA will conduct an investigation to which an assessment and a report will be prepared and NCAA will make their recommendations.

After filling this form, the passenger must sign the document and send it to the requisite airline.

Applicable laws

The Nigerian Civil Aviation Act, 2006 is applicable to this document. Also, the regulations of the Nigerian Civil Aviation Commission, particularly Part 19 specifies the rights, duties and responsibilities of passenger is applicable to this document.

The Constitution of the Federal Republic of Nigeria, 1999 which affirms the rights of all Nigerian citizens is also applicable.


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