The Nigeria Civil Aviation Authority (NCAA) has raised concerns about the maltreatment of Nigerian passengers by some international airlines, emphasizing that Nigerians should not be paying the highest fees in Africa and still experience poor customer service.
In a meeting with the management of RwandAir regarding complaints about delayed refunds, the NCAA's Director of Public Affairs and Consumer Protection, Michael Achimugu, expressed dissatisfaction over the airline's treatment of Nigerian passengers. Achimugu highlighted that Nigerians are paying significantly higher amounts to travel compared to other African countries and therefore deserve better service.
RwandAir’s Refund Delays and Staff Unprofessionalism
Achimugu particularly pointed out RwandAir’s reputation for difficulty in processing refunds, noting that passengers often face long delays in receiving refunds for cancelled flights. He also criticized the unprofessionalism displayed by the airline's staff, claiming that the customer service was substandard and lacked proper etiquette.
In a video of the meeting held in Abuja on Wednesday, Achimugu conveyed his displeasure, stating, “Nigerians are paying a humongous amount of money for travels compared to all other African countries, so they deserve better.” He further called attention to the unprofessional behavior of the airline's staff, highlighting the lack of courtesy and poor customer relations exhibited.
The NCAA’s Position: Passenger-Centered Approach
Achimugu reminded the airline that passengers are the lifeblood of the industry and that without them, both airlines and regulatory bodies would not exist. He stressed that the NCAA’s role is not to regulate airlines out of business, but to ensure that passengers are treated with the respect they deserve.
He continued, “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 warned that airlines that treat passengers poorly risk losing their customers, as demonstrated by the fate of other airlines that have ceased operations due to poor service.
A Call for Improvement
The NCAA’s intervention serves as a reminder to RwandAir and other airlines operating in Nigeria that passenger satisfaction is crucial for the sustainability of the airline industry. Achimugu concluded by emphasizing that Nigerian passengers should not be subjected to subpar customer service, particularly when they are already paying premium prices for their travel.
In his message, Achimugu made it clear that the NCAA would continue to work with airlines to improve professionalism in passenger relations, stressing that the treatment of Nigerian passengers must improve to meet the standards expected from global airlines.
