The Nigerian Civil Aviation Authority (NCAA) has expressed strong concerns regarding how Nigerian air travellers are being treated by international airlines, lamenting that Nigerians are subjected to the highest airfares across Africa while facing poor service delivery. The regulatory body expressed strong disapproval of the way Nigerian passengers are maltreated and thereby called for immediate enhancement in customer service.
Speaking during a meeting with the management of RwandAir in Abuja on Wednesday, the NCAA’s Director of Public Affairs and Consumer Protection – Michael Achimugu, strongly criticized the airline for its poor handling of refund requests from Nigerian passengers. He also noted that RwandAir has developed a reputation for lengthy and frustrating refund processes which has led to increasing complaints from affected passengers.
Achimugu specifically condemned the unethical conduct of some RwandAir staff, where he described their customer service approach as ill-mannered and substandard. He maintained that despite Nigerians paying exorbitant fees for flights, yet, they continue to experience unsatisfactory treatment from airline operators.
“Our job is not to regulate airlines out of business but passengers are the backbone of this industry,” Achimugu stated. “Nigerians pay more for air travel than any other country in Africa, and yet they are subjected to poor service. This must change.”
The NCAA official further cautioned that no airline should assume passengers have no alternative options — citing historical cases of major airlines that have gone out of business due to poor customer service. He emphasized the need for airlines operating in Nigeria to prioritize professionalism and customer satisfaction and further urged them to ensure that passengers receive the quality of service they deserve.
Nonetheless, It was gathered that delayed refunds are not limited to RwandAir as both domestic and international airlines in Nigeria have been accused of failing to process refunds promptly after flight cancellations. However, the NCAA has pledged to intensify efforts to protect Nigerian travelers and ensure airlines uphold fair and professional business practices.
