The Nigeria Civil Aviation Authority (NCAA) has raised concerns over the unfair treatment of Nigerian passengers by some international airlines, emphasizing that Nigerians pay the highest airfares across Africa and should not be subjected to subpar services.
The NCAA’s Director of Public Affairs and Consumer Protection, Michael Achimugu, voiced these concerns during a meeting with the management of RwandAir over complaints regarding prolonged and delayed refunds experienced by many Nigerian travelers.
Achimugu condemned the airline staff’s unprofessional conduct, highlighting their poor customer service approach towards Nigerian passengers. He noted that some airlines take advantage of the limited options available to Nigerian travelers, leading to mistreatment and disregard for passenger rights.
In a video of the meeting held in Abuja on Wednesday, Achimugu reiterated that the high costs of air travel in Nigeria should come with better service standards.
“Nigerians pay exorbitant fares compared to other African countries, and they deserve better treatment. We are aware of the discourteous behavior of some airline staff, which is unacceptable in customer service. Even in the recorded conversation, the manner of engagement was unprofessional,” he stated.
He further noted that RwandAir has gained a reputation for difficulties in processing passenger refunds, with numerous complaints about long waiting periods and lack of responsiveness. However, similar refund delays have also been reported among other domestic and international airlines operating in Nigeria.
“The etiquette of some airline staff is appalling. Your passenger handling services need significant improvement. Nigerians should not pay such high fares only to be treated poorly. Our role is not to regulate airlines out of business, but passengers are the lifeblood of this industry. Without them, neither you nor we would exist. Many great airlines have gone out of business due to poor service. It is a mistake to assume passengers have no other choices,” Achimugu warned.
The NCAA has reaffirmed its commitment to ensuring fair treatment and better service for Nigerian travelers, urging airlines to improve their customer service standards to meet international best practices.
