Commercial airlines in Nigeria have gained notoriety among regular local travelers for a number of reasons – poor flight scheduling, flight delays without prior notice or compensation, and poor airline-customer communication during the COVID-19 pandemic period. With the COVID-19 delta variant, understandably, passenger uncertainty has increased and one of the fundamental principles of crisis management is the need to ensure constant, accurate communication and ensure people are aware of communication channels. Coupled with this are unfavorable weather conditions – it is the rainy season in Nigeria that has led to last-minute cancellations and delays.
Together with passenger dissatisfaction and negative reviews, the rapid decline in the value of the Naira has also led to an increase in airfare prices contributing to a more expensive journey with a reduced quality of service.
How can this be improved?
- Regular communication channels. Clear communication channels between airlines and their passengers to disseminate information promptly and ensure local travelers can regain confidence in Nigerian airlines;
- A focus on efficiency and adherence to scheduled flight times. When the flights need to be cancelled or rescheduled, then providing passengers with adequate information on time to ensure that time is not wasted;
- Adherence to consumer protection standards. When there is an expected flight delay of more than three hours, airlines are expected to make a complete refund, based on the consumer protection guidelines. As airlines begin to reopen regional travel operations – Air Peace to Banjul and Dakar as from late July for instance – there is need for increased enlightenment on the rights of local travelers, intervention by the consumer protection agency, and collaborations between the airlines and regulatory bodies in providing seamless service.
“Nigerian airlines need to develop stronger communication channels with passengers amidst delays and cancellations”
What challenges have you experienced while flying within Nigeria? How were these issues handled by the airlines? And what recommendations can you advise on for these airlines going forward?