The Nigeria Civil Aviation Authority (NCAA) has called out some international airlines for their poor treatment of Nigerian passengers. The agency insists that Nigerians, who pay the highest airfare in Africa, should not be subjected to bad service.
Michael Achimugu, NCAA’s Director of Public Affairs and Consumer Protection, made this known during a meeting with RwandAir officials in Abuja. The meeting focused on complaints from Nigerian passengers about delayed refunds and poor customer service.
“Nigerians are paying a humongous amount of money for travels compared to all other African countries, so they deserve better,” Achimugu said.
He accused RwandAir staff of being unprofessional and discourteous when dealing with Nigerian passengers. According to him, the airline has a reputation for delaying refunds, making it difficult for passengers to recover their money after canceled flights.
Poor Service Despite High Costs
Achimugu stressed that Nigerian passengers have limited options, which is why airlines take advantage of them. However, he warned that even big airlines can go out of business if they continue to mistreat passengers.
“Our job 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 said.
He also pointed out that customer service among airline staff is generally poor, despite efforts by the NCAA to educate airlines on professionalism.
“Your passenger handling needs to improve. Nigerians can’t be paying the kind of fees they are paying and then get treated this way,” he warned.
RwandAir is not the only airline guilty of this issue. Many domestic and international airlines operating in Nigeria delay refunds and provide subpar customer service. The agency vowed to take action to protect Nigerian passengers.
“The thinking for many airlines is that passengers don’t have too many choices. But the truth is, we have seen many great airlines go extinct because they thought it was impossible. Never think it is not possible,” Achimugu cautioned.
The NCAA has promised to continue monitoring airlines to ensure Nigerian passengers receive the service they deserve. If airlines fail to improve, they may face regulatory consequences.
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