The Nigeria Civil Aviation Authority (NCAA) has expressed strong dissatisfaction with the treatment of Nigerian passengers by some international airlines, emphasizing that Nigerians cannot continue to pay the highest fares in Africa while enduring poor service. The aviation regulator highlighted the exorbitant fees Nigerian travelers are charged compared to other African countries and called for improved customer relations and professionalism from airlines operating in Nigeria.
NCAA’s Stance on Passenger Treatment
Michael Achimugu, the Director of Public Affairs and Consumer Protection at the NCAA, voiced these concerns during a meeting with the management team of RwandAir. The meeting was convened to address allegations of prolonged and delayed refunds faced by Nigerian passengers who had booked flights with the airline. Achimugu criticized the unprofessional conduct of some airline staff, stating that their approach to customer service was unacceptable.
In a video of the meeting held in Abuja on Wednesday, Achimugu stated, “Nigerians are paying a humongous amount of money for travels compared to all other African countries, so they deserve better. We are not unaware of the discourtesy of some of your staff, but it is funny because it is customer relations.”
He further emphasized that the behavior of airline staff, as seen in a video, was disjointed and unprofessional. “The etiquette by which some of your staff members relate is horrible. Even the way your staff was speaking in the video is disjointed and not professional,” Achimugu added.
RwandAir’s Refund Challenges
RwandAir has been accused of difficulties in processing refunds for passengers, particularly in cases of flight cancellations. Many Nigerian passengers have complained about the lengthy processing times and the challenges they face in obtaining refunds. These issues have tarnished the airline’s reputation among Nigerian travelers, who expect prompt and efficient service, especially given the high cost of airfare.
Achimugu acknowledged the challenges but urged the airline to improve its passenger handling processes. “Your passenger handling needs to improve. Nigerians can’t be paying the kind of fees they are paying and then get treated this way,” he said.
NCAA’s Commitment to Passenger Rights
The NCAA reiterated its commitment to protecting the rights of Nigerian passengers and ensuring that airlines operating in the country adhere to high standards of professionalism and customer service. Achimugu warned that no airline should take passengers for granted, as their satisfaction is crucial to the survival of the aviation industry.
“Our job, God knows, is not to regulate you out of business, but passengers are kings in the industry; if they don’t exist, then you and I won’t exist in this industry,” he stated. He also cautioned airlines against assuming that passengers have no choice but to return despite poor treatment. “I know that the thinking for many airlines is that passengers don’t have too many choices – even if they complain, they will still come back to fly because they need to fly. But the truth is we have seen many great airlines go extinct; maybe they had thought it was not possible. Never think it is not possible.”
Broader Issues in Nigeria’s Aviation Sector
The concerns raised by the NCAA are not limited to RwandAir. Both domestic and international airlines operating in Nigeria have been criticized for delays in refunding ticket fees to passengers after flight cancellations. These issues have led to widespread frustration among travelers, who often feel neglected and undervalued by airlines.
The NCAA’s intervention underscores the need for airlines to prioritize customer satisfaction and address the systemic issues that have plagued the aviation industry. The regulator has vowed to continue advocating for passengers’ rights and holding airlines accountable for their actions.
Call for Improved Customer Relations
Achimugu urged airlines to invest in training their staff to handle passengers with respect and professionalism. He emphasized that customer relations are a critical aspect of the aviation business and that airlines must strive to create a positive experience for travelers.
“We spent a better part of last year advising airlines on professionalism in their customer relations,” he said. “Your passenger handling needs to improve. Nigerians can’t be paying the kind of fees they are paying and then get treated this way.”
Conclusion
The NCAA’s meeting with RwandAir highlights the growing frustration among Nigerian passengers over poor treatment and delayed refunds by international airlines. As the aviation regulator continues to advocate for passenger rights, airlines must take proactive steps to improve their services and address the concerns raised by travelers.
The high cost of airfare in Nigeria, coupled with subpar customer service, is a pressing issue that requires immediate attention. By prioritizing professionalism and customer satisfaction, airlines can restore trust and ensure a positive experience for Nigerian passengers.
