The aviation regulator highlighted that Nigerian travelers are charged significantly more for flights compared to passengers in other African countries, yet they continue to face unprofessional and disrespectful service.
Michael Achimugu, the Director of Public Affairs and Consumer Protection at the NCAA, expressed these grievances during a meeting with the management team of RwandAir. The discussion centered on numerous complaints from Nigerian passengers regarding prolonged delays and difficulties in obtaining refunds from the airline.
Achimugu criticized the unprofessional conduct of RwandAir staff, citing their poor approach and lack of customer service etiquette. In a video recording of the meeting, held in Abuja on Wednesday, he stated that airlines often mistreat Nigerian passengers under the assumption that they have limited alternatives.
“Nigerians are paying exorbitant amounts for air travel compared to other African nations, and they deserve better treatment,” Achimugu asserted. “We are aware of the discourteous behavior exhibited by some of your staff, which is unacceptable in customer relations. The manner in which your employees interact with passengers is often disjointed and unprofessional. While we addressed these issues extensively last year, it appears more needs to be done to improve passenger handling. Nigerians cannot continue to pay such high fees only to be treated poorly.”
He further emphasized the importance of passengers in the aviation industry, stating, “Our role is not to regulate airlines out of business, but passengers are the lifeblood of this industry. Without them, none of us would be here. Some airlines may believe that passengers have no choice but to return, regardless of their complaints. However, history has shown that even the most prominent airlines can fail if they neglect customer satisfaction. Never assume it cannot happen to you.”
RwandAir has faced ongoing criticism for its refund processes, with passengers frequently reporting extended delays and challenges in securing refunds for canceled flights. This issue is not unique to RwandAir, as both domestic and international airlines operating in Nigeria have been accused of similar practices.
The NCAA’s intervention underscores the need for improved customer service and professionalism within the aviation sector, particularly in ensuring that Nigerian passengers receive the respect and quality of service commensurate with the high costs they incur for air travel.