FCCPC is demanding answers from Air Peace over widespread complaints of unrefunded cancelled flight bookings.
The airline faces a June 23 deadline to present records as authorities step up consumer rights enforcement.
The Federal Competition and Consumer Protection Commission (FCCPC) has summoned Nigeria’s leading airline, Air Peace Limited, over mounting complaints from passengers across the country regarding the airline’s failure to issue refunds for cancelled flights.
In a statement issued on Monday, the FCCPC revealed that it has received multiple consumer reports alleging that Air Peace failed to reimburse customers after flights were abruptly cancelled. These actions, according to the Commission, violate specific provisions of the Federal Competition and Consumer Protection Act (FCCPA) 2018, specifically Sections 130(1)(a), (b), and 130(2)(b).
The cited sections emphasize the rights of consumers to obtain prompt refunds for advance payments made on bookings or reservations that the service provider ultimately fails to fulfil. The commission described this right as fundamental to ensuring fairness and protecting consumers from unjust, exploitative, or unreasonable practices within the marketplace.
“The principle of fair dealing is at the heart of these provisions, and any breach of this obligation especially in the aviation sector, where timing and service consistency are critical, will not be tolerated,” the Commission stated.
A formal summons, dated June 13, 2025, has been served to Air Peace, requiring the airline’s management to appear at the commission’s headquarters in Abuja on Monday, June 23, 2025. This summons was issued under Sections 32 and 33 of the FCCPA, which empower the Commission to compel appearances and enforce compliance.
Failure to honor the summons or cooperate with the ongoing investigation could attract stiff penalties. According to Section 33(3) of the Act, non-compliance may result in sanctions, including monetary fines and imprisonment, depending on the severity of the offence.
Furthermore, the Commission directed Air Peace to submit a detailed set of documents at the upcoming hearing. These include a log of all refund-related complaints received over the last 12 months, a record of all processed refunds during the same period, a comprehensive list of cancelled flights on every route, and any actions taken by the airline to ease the inconvenience faced by affected passengers.
The FCCPC also noted that this probe is distinct from an earlier investigation it initiated in December 2024 concerning alleged price exploitation. That earlier inquiry focused on unusually high fares and disproportionate price hikes on domestic routes, especially for bookings. Air Peace had responded to that investigation by initiating legal proceedings aimed at halting the Commission’s inquiry. However, the FCCPC clarified that the current summons is unrelated and solely addresses the issue of unprocessed refunds and consumer protection violations.
Consumer dissatisfaction with airline services, particularly involving refund delays and flight cancellations, has become an increasing concern in Nigeria’s aviation sector. The FCCPC’s latest move signals a firmer stance by regulators in enforcing accountability among service providers and ensuring that consumer interests remain paramount.
Industry observers believe this development could compel airlines to improve their service delivery standards, particularly in terms of communication, refund policies, and customer satisfaction.
The commission reaffirmed its commitment to protecting consumers and maintaining ethical standards in Nigeria’s commercial space. “We will continue to act decisively in any situation where consumer rights are trampled upon,” the FCCPC asserted.
Passengers affected by Air Peace cancellations are also encouraged to submit evidence of non-refunds to assist in the investigation. The outcome of the June 23 hearing is expected to set the tone for stricter regulatory enforcement in the aviation industry moving forward.
