Taming the monster of air passenger’s apathy

The Nigerian aviation industry is facing crisis, with a plethora of issues plaguing the sector and eroding passenger confidence. From overbooking and flight cancellations without notice to lost luggage and poor customer service, the list of grievances against Nigerian airlines is extensive and damning.

The industry’s woes are further compounded by long-term neglect culminating in inadequate infrastructure and facilities at airports, resulting in a significant loss of revenue and a tarnished reputation.

One of the most egregious errors plaguing the industry is overbooking, which has resulted in passengers being stranded at airports without adequate notice or compensation.

Flight cancellations without notice have also become a common occurrence, leaving passengers frustrated and helpless. For instance, in 2020, Arik Air cancelled several flights without notice, leaving passengers stranded at airports. Similarly, in 2019, Air Peace was criticised for its poor handling of passengers during a flight cancellation incident.

Another significant problem facing the industry is lost or damaged luggage. Many passengers have complained about the lack of recourse when their luggage is mishandled, and the issue has become a major source of frustration for travelers.

According to aviation experts, the Nigerian aviation industry has lost billions of dollars in revenue due to poor service delivery and lack of infrastructure.

Poor customer service is also a significant issue in the industry. Many airlines are unresponsive to passenger complaints and concerns, and the lack of adequate infrastructure and facilities at airports has contributed to the industry’s woes. For example, many airports in Nigeria lack basic amenities such as functional luggage carts and clean restrooms, which can make the travel experience uncomfortable and frustrating for passengers.

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Capt Ibrahim Kadafir Mshelia, a seasoned aviation expert, noted in his autobiography, that the industry’s poor handling of passengers has pushed many would-be air travelers to other means of transportation. Mshelia emphasised the need for airlines to prioritise customer protection and adhere to standard practices, stating that “air passenger volume should be increasing in Nigeria but for poor handling by some operators who only target the gains of the business.”

Globally, the aviation industry has recognised the importance of providing excellent customer service and prioritising passenger comfort and safety. Airlines such as Singapore Airlines, Qatar Airways, and Emirates have set the standard for exceptional service, with features such as luxurious cabins, gourmet meals, and personalised entertainment options. These airlines have also invested heavily in technology, allowing passengers to easily book flights, check-in, and access their flight information online.

In contrast, Nigerian airlines have a long way to go in terms of providing excellent customer service. However, there are some notable exceptions, such as Air Peace, which has made efforts to improve its customer service in recent years. The airline has introduced features such as online check-in and mobile apps, which have made it easier for passengers to access their flight information and book flights.

The Nigerian Civil Aviation Authority (NCAA) has a critical role to play in regulating the industry and enforcing compliance with aviation regulations. However, the authority has also been criticised for perceived ineffectiveness in regulating the industry and enforcing compliance with aviation regulations. To reverse the trend of poor passenger handling in Nigeria, the NCAA must take a more proactive role in regulating the industry and enforcing compliance with aviation regulations.

The airlines also have to, as a matter of compulsion, prioritise customer protection and adhere to standard practices, while the Nigerian government must invest in improving airport infrastructure and facilities. The government can also provide incentives for airlines to invest in modern technology and training for staff.

The fate of Nigeria’s aviation industry hangs in the balance, depending largely on whether or not the stakeholders take the necessary steps to restore the industry’s reputation and ensure the safety and comfort of passengers. By prioritising customer protection, improving infrastructure, and enforcing compliance with aviation regulations, the industry can attract more passengers, increase revenue, and contribute to the country’s economic growth.

The aviation sector has the potential to be a major driver of economic growth in Nigeria, but it requires a supportive regulatory environment and adequate infrastructure.

With the right policies and investments, Nigerian airlines can strengthen their competitive position and play a more significant role in the global aviation industry.

We need to confront this plethora of issues plaguing the sector and eroding passenger confidence headlong. To restore the industry’s reputation and ensure the safety and comfort of passengers, the NCAA, airlines, and government must work harder together to prioritise customer protection, improve infrastructure, and enforce compliance with aviation regulations.

By doing so, the industry shall sure attract more passengers, increase revenue, and contribute to the country’s economic growth.

The time for change is now, and it remains to be seen whether the stakeholders will take the necessary steps to revive the industry and make it a major player in the global aviation market.