Jira & Confluence 
Bitrix24 Nig.CARs 2023 · Part 19 Consumer Protection
Flight delayed or cancelled? — claim letter ready, Part 19 counted
Short answer. The claim letter to the airline is open below: fill in your flight, what happened and what you paid. Reason for the delay (domestic): Within 30 minutes after the scheduled departure time (Nig.CARs 19.6.1.1).
- Refund paid by card or transfer — due within 14 days (counted here from the flight date; if you asked for the refund later, enter that date): type the date
- Reply date to write in your letter (7 days — a period you choose; the same time NCAA gives an airline to answer a complaint): type the date
Check your own case.
Reimbursement is made by the mode of payment: cash — immediately for domestic flights (within 14 days for international); bank transfer, cheque, voucher or other means — within 14 days (Nig.CARs 2023, 19.9.1.1(a)). The regulation does not say from which day the 14 days run, so we count from the flight date. The 7-day reply period is not a legal term but your proposal in the letter (once a complaint is lodged, NCAA requires the airline to respond within 7 days, 19.25.1.1(b)(2)).
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Give me the scheduled and the actual departure time, and I will show you which line of Part 19 applies — and when your refund was due.
Put the fare, the compensation and your own costs on separate lines and attach the receipts. The airline then has to answer each line.
An illustrated character, not a lawyer.
Deadlines
The rules, with the source
| What | Deadline | Source |
|---|---|---|
| Reason for the delay (domestic) | Within 30 minutes after the scheduled departure time | Nig.CARs 19.6.1.1 |
| Domestic delay: refreshments and two calls, SMS or e-mails | After 2 hours | 19.6.1.1(a), 19.10.1.1(a), 19.10.1.2 |
| Domestic delay: reimbursement or re-routing | Beyond 3 hours | 19.6.1.1(b), 19.9.1.1 |
| Domestic delay: hotel and transport | Delay into the period 10pm–4am, or airport closed | 19.6.1.1(c), 19.10.1.1(c)–(d) |
| Domestic delay: compensation | Delay of more than 6 hours (not if the airline proves extraordinary circumstances) | 19.6.1.1(d), 19.6.1.2 |
| Domestic cancellation: compensation | Unless you were told at least 24 hours before departure; the airline must prove when you were told | 19.7.1.1(c), 19.7.1.4 |
| Amount of compensation | At least 25% of the fare (domestic), 30% of the ticket price (international); may be cut by 50% if re-routed and you arrived within 1 hour (domestic) / 3 hours (international) of the original time | 19.8.1.1, 19.8.1.2 |
| How compensation is paid | Cash, bank transfer or cheque; vouchers only with your signed agreement | 19.8.1.3 |
| Refund | Cash: immediately (domestic). Transfer, cheque, voucher: within 14 days | 19.9.1.1(a) |
| Complaint to NCAA | After you have notified the airline and it remains unresolved; attach ticket, your letter and any reply | 19.24.1.3, 19.24.1.4 |
International flights have their own scale: compensation and calls for a delay of 2–4 hours, a meal after 4 hours, hotel and transport after 6 hours; compensation for a cancellation unless you were told at least 7 days before departure or re-routed within the limits of 19.7.1.1(d).
Step by step
What to do, in order
1
Collect your proof
E-ticket or boarding pass, SMS or e-mails about the delay, a photo of the departure board, receipts for food or hotel.
2
Check the hours
Write down the scheduled time and the time you actually left. The hours decide what you can claim.
3
Fill in the letter
Choose refund or compensation (or both), and add your own costs if the airline gave you nothing.
4
Send it to the airline
By e-mail to customer care, or by hand with a stamped copy. Keep the proof of sending.
5
Wait for the reply date
Answer any request quickly and in writing. Do not accept a voucher if you want cash.
6
Go to NCAA if needed
Fill in the NCAA consumer complaint form and attach your ticket, this letter and the airline's reply.
Questions
The airline says the delay was due to weather. Do I lose everything?
No. Extraordinary circumstances free the airline only from the compensation part. Refreshments, a hotel at night, reimbursement or re-routing still apply, and the airline has to prove the circumstances.
They offered me a voucher instead of a refund. Must I take it?
No. Compensation is paid in cash, by bank transfer or cheque; a voucher is allowed only with your signed agreement.
Can I complain to NCAA straight away?
NCAA takes a complaint after you have notified the airline and the matter is still unresolved. Send this letter first and keep proof that you sent it.
Official sources
Other documents
Keep the papers in one place
Letters, receipts and notices in one folder you can share with family or a lawyer. The templates and the editor are free; Layers is free for up to 20 people.
This is a ready document and a deadline calculation, not legal advice.