Nigerian air travelers are being subjected to a double whammy of exorbitant fares and shoddy treatment, prompting the Nigerian Civil Aviation Authority (NCAA) to issue a stern warning to international airlines operating in the country. Hobnob News has learned that the aviation regulator is particularly concerned about the “humongous” fees paid by Nigerians, which are the highest in Africa, and the persistent disregard for passenger rights.
The NCAA’s Director of Public Affairs and Consumer Protection, Michael Achimugu, voiced his outrage during a meeting with RwandAir management in Abuja, addressing a litany of complaints regarding prolonged and delayed refunds. Achimugu didn’t mince words, highlighting the “horrible” etiquette and unprofessionalism displayed by some airline staff.
“Nigerians are paying a humongous amount of money for travels compared to all other African countries, so they deserve better,” Achimugu asserted. “We are not unaware of the discourtesy of some of your staff, but it is funny because it is customer relations.”
A video of the meeting, which has circulated widely, captured Achimugu’s frustration as he pointed out the “disjointed and not professional” manner in which airline staff interacted with passengers. He stressed that the NCAA had dedicated significant time in the previous year to advising airlines on professionalism in customer relations, yet the problems persisted.
The issue of delayed refunds has been a recurring grievance among Nigerian passengers, with RwandAir being particularly notorious for its lengthy processing times and difficulties in issuing refunds for canceled flights. However, Achimugu made it clear that both domestic and international airlines operating in Nigeria have been found culpable of this practice.
“Your passenger handling needs to improve. Nigerians can’t be paying the kind of fees they are paying and then get treated this way,” Achimugu emphasized. He cautioned airlines against taking Nigerian passengers for granted, reminding them that “passengers are kings in the industry.”
He acknowledged that some airlines might believe passengers have limited options and will inevitably return despite poor treatment. However, he warned that such complacency could lead to their downfall. “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,” Achimugu stated.
The NCAA’s strong stance reflects a growing concern about the exploitation of Nigerian air travelers. The regulator is determined to ensure that airlines provide a level of service commensurate with the exorbitant fares paid by passengers. This development signals a potential shift in the aviation landscape, with the NCAA signaling its willingness to hold airlines accountable for their actions. Hobnob News will continue to monitor this situation and provide updates on the NCAA’s efforts to protect Nigerian air travelers.
