August 18, (THEWILL) – Poor service by airlines in Nigeria has reached alarming levels, with indiscriminate rescheduling of flights a major problem. Name any Nigerian airline and every single one is vying for the title of worst offender when it comes to flight rescheduling and poor service. Most indigenously owned airlines have started writing their own history of frequent delays and last minute cancellations, leaving passengers frustrated and stranded. Their persistent inability to adhere to flight schedules not only undermines their credibility but also inflicts significant economic and personal damage on their customers.
The economic cost of these disruptions is enormous. When flights are rebooked or delayed, passengers’ time waiting at the airport means lost productivity. For business travelers, this means missed meetings, delayed projects and lost deals. For example, a study by the Nigerian Economic Summit Group estimates that the country loses billions of naira annually due to flight delays and cancellations. This lost productivity leads to lower economic output and hampers business growth and economic development.
In Nigeria’s already difficult business environment, these disruptions are compounding the difficulties for businesses. Companies that rely on punctual travel by their executives and key employees find their operations impacted by unpredictable flight schedules. This unpredictability can lead to missed opportunities and reduced competitiveness at the national and international level.
The psychological impact on passengers is profound. Frequent rebookings and delays lead to stress and anxiety that impact mental well-being. For frequent travelers, such as business people, the cumulative effect of this stress can lead to burnout and reduced work efficiency. Socially, these disruptions strain relationships as those affected miss family gatherings, vacations and other important personal commitments, adding emotional stress to the economic burden. One of the most egregious aspects of poor airline service in Nigeria is the almost total lack of compensation and accountability. Unlike in many other countries, Nigerian airlines rarely offer adequate compensation for delays and cancellations. This lack of accountability undermines confidence in the aviation sector and discourages travel, further impacting the economy. Passengers feel powerless and disrespected when their complaints are ignored, leading to a pervasive sense of injustice. For example, passengers on flights delayed by more than 12 hours received no compensation or even a proper explanation. Such incidents are not isolated cases, but rather symptomatic of a broader systemic failure within the Nigerian aviation industry.
The ongoing problem of poor airline service performance points to significant regulatory and policy failures. The Nigerian Civil Aviation Authority (NCAA), which is responsible for overseeing airline operations, has so far had little ability to hold airlines accountable for their actions. There is a clear need for stricter enforcement of existing regulations and the introduction of stronger policies to protect passenger rights. Addressing these challenges requires a multi-faceted approach.
The first approach is to “strengthen regulatory oversight.” The NCAA must strictly enforce existing regulations and introduce new policies to protect passengers. This includes imposing heavy fines on airlines for delays and cancellations without valid reasons and requiring compensation to affected passengers. The second approach is to create “passenger rights awareness.” Educating passengers about their rights is crucial. The government, along with consumer protection agencies, should launch awareness campaigns to ensure that passengers are aware of their entitlements and how to apply for compensation. Another approach is to stress the need for “improved airline management.” Airlines must invest in better management practices and infrastructure to minimize delays. This includes proper maintenance of aircraft, sufficient staff, and realistic planning that takes into account potential disruptions.
Next, a robust system must be created through which passengers can lodge complaints and seek redress. This can improve accountability. An independent body should be set up to handle disputes between passengers and airlines and ensure a fair and timely resolution. Another approach is to offer incentives to airlines that consistently meet performance standards and can encourage better service delivery. This could include tax breaks or access to better airport facilities. And last but not least, airlines should be required to publish regular reports on their performance, including statistics on delays and cancellations. This transparency can promote competition based on reliability and service quality.
The poor service provided by Nigerian airlines, particularly the indiscriminate rebooking of flights, is having a devastating impact on the economy and the welfare of passengers. The lack of accountability and compensation further exacerbates the problem and creates a sense of injustice among travellers. It is imperative that regulators increase their oversight, passengers are educated on their rights and airlines improve their operations. The Nigerian aviation sector must regain confidence and make a positive contribution to the country’s economic growth and development.
*** written by Paulyn Ugbodaga
