A downgraded flight can happen to anyone. You paid for business class, and on the departure date, you were informed that your flight class has been downgraded to economy. Some airlines, as compensation, might offer you a discount on your next flight, but is that really enough? Or the right thing to do?

Even though the discount might be a good deal, what happens if you do not have any need for the discount within the six-month validity.

“Air Peace did this to me. I don’t travel that often locally. I was so befuddled. I still haven’t flown them since it happened, so they’ve technically stolen my money. Funny enough, I wasn’t so annoyed at the aircraft change; it’s Nigeria – things happen. But their idea of resolution + the arrogance of their time limit is what blew my mind,” Seye Dele, a co-founder of PaidHR, narrated on X (formerly Twitter).

Narrating a similar experience, X influencer, Japheth Omojuwa (popularly known as JJ Omojuwa), posted: “I had to leave Lagos for Abuja yesterday evening, but I needed to be back in Lagos first thing this morning. So I booked an airline I normally would not fly, purely for their early arrival.

“I paid for business class. This morning, they put me in economy and offered a discount on my next flight as compensation. That is the issue. I do not fly this airline. I only flew them this morning because of an unusual schedule.”

In this article, we have highlighted the best course of action if you ever experience this, especially how to get a refund.

Common reasons airlines downgrade passengers’ seats

It is vital to note that airlines are in the transportation business for profit, and only profit. Even when your seat is downgraded, it is in no way to make you more comfortable but to ensure their business keeps running, and for nothing but profit.

Here are some reasons they may state for downgrading your flight; even though the reasons might be valid, it is still all in favor of the airlines.

Overbooked flights

Overbooking is the most common reason passengers’ seats are downgraded. Remember, airlines are in the business for profits, and not necessarily for passengers’ comfort. They usually deliberately overbook flights to maximize revenue and prevent empty seats as a result of passengers who might not show up due to a change of plans, missed connecting flights, lateness, or other reasons.

Sometimes, the permutations do not go as predicted, and in such a case, most passengers show up, and seats are downgraded to fill up the flight class(es) with free space.

Technical issue or faulty airplane

Airplanes are prone to technical faults, and when this happens, the airline may need to switch to the use of another airplane, which might be smaller than the faulty plane. In some cases, they might board the passengers scheduled for the faulty plane onto the flight with empty spaces. The available seats may be of a lower class than the one you initially booked.

Space for crew members

For some reason, designated spaces for crew members might be unavailable. To accommodate crew members and ensure they are comfortable, first class or business class seats might be reassigned to the crew members, thereby necessitating the need to downgrade passengers initially assigned such seats.

What to do if your flight seat is downgraded in Nigeria

Airlines are empowered to decide who boards and who doesn’t board their flights. So, there is nothing you can do at the airport if your flight seat is downgraded, but you can get a refund of the difference.

Passenger’s right

Part 19 of the Nigeria Civil Aviation Authority, NCAA Regulations 2023, states that:

If an operating air carrier places a passenger in a class lower than that for which the ticket was purchased, it shall immediately reimburse the difference to the passenger in accordance with the mode of payment within 30 days from the date of travel, plus :
30% of the price of the ticket for all domestic flights immediately, and 50% of the price of the ticket for all international flights within 14 days.

In simple terms: You are entitled to a refund of the price difference between the ticket price for your original class and the class you are downgraded to. Plus, a compensation of 30% of the ticket price (if domestic) or 50% of the ticket price (if it is an international flight).

This was also confirmed by the Director, Public Affairs & Consumer Protection of NCAA, Michael Achimugu, in a post responding to a similar issue on X.

“If the airline has told you anything else, it is unacceptable, and it is a brazen attempt to evade Part 19 of the NCAA Regulations 2023,” he confirmed.

How to get a refund for a downgraded flight class

If the offered discount by the airline is sufficient enough for the price difference and you are certain of using their service before the expiration period, go for it.

Friendly warning: getting a refund from an airline in Nigeria is not always an easy process. Be prepared to get frustrated, but remain resolute to get what you are entitled to.

1. Send an email requesting a refund to the airline. You can check their site for the appropriate email addresses to contact.
2. Cite Part 19 of the NCAA Regulations 2023 in your email as a ground for requesting the refund.
3. Wait for 14 days to get a response/refund from the airline.
4. If no progress or positive response from the airline, file a complaint with the NCAA via the Consumer Protection Portal, cpd.ncaa.gov.ng, or send an email to [email protected]; copy [email protected] and [email protected].
5. If no positive progress, escalate to the Federal Competition and Consumer Protection Commission (FCCPC) via its online complaint portal, accessible at complaints.fccpc.gov.ng.

If you need guidance on how to file these complaints, our team can help, for free. Contact us or fill out this form.