One major aspect of poor service delivery that is barely considered significant is delayed flights. Nigerian airlines are in a class of their own in the way passengers who fall victim of this misnomer are (mis)treated. What are the symptoms, impact, and remedies of this challenge? Veteran broadcaster Paulyn Ugbodaga takes a look.
NIGERIAN AIRLINES – “EPITOMISING” POOR SERVICE DELIVERY?
Poor service delivery by airlines in Nigeria has reached alarming levels, with indiscriminate rescheduling of flights being a major issue.
Name any Nigerian airline, and each is in competition for the title of the most egregious offender when it comes to flight rescheduling and poor service delivery. Most indigenously owned airlines have begun to make their own history of frequent delays and last-minute cancellations, leaving passengers stranded and frustrated. Their persistent inability to adhere to schedules not only undermines their credibility but also inflicts significant economic and personal harm on their customers.
The economic cost of these disruptions is staggering. When flights are rescheduled or delayed, the time passengers spend waiting at airports is lost productivity. For business travellers, this means missed meetings, delayed projects, and lost deals. For instance, 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 translates into lower economic output, hindering business growth and economic development.
In Nigeria’s already challenging business environment, these disruptions compound the difficulties faced by enterprises. Companies relying on timely travel for executives and key staff find their operations hampered by unpredictable flight schedules. This unpredictability can lead to missed opportunities and diminished competitiveness on both a national and international scale.
The psychological impact on passengers is profound. Frequent rescheduling and delays lead to stress and anxiety, affecting mental well-being. For regular travellers, such as business executives, the cumulative effect of this stress can result in burnout and decreased work efficiency. Socially, these disruptions strain relationships, as individuals miss family events, holidays, and other important personal engagements, adding emotional distress to the economic burden.
One of the most egregious aspects of poor airline service delivery in Nigeria is the almost total lack of compensation and accountability. Unlike in many other countries, Nigerian airlines rarely offer adequate restitution for delays and cancellations. This lack of accountability erodes trust in the aviation sector and discourages travel, further impacting the economy. Passengers feel powerless and disrespected when their grievances are ignored, leading to a pervasive sense of injustice.
For instance, passengers on flights delayed for over 12 hours, received no compensation or even a proper explanation. Such incidents are not isolated but rather symptomatic of a broader systemic failure within Nigeria’s aviation industry.
The persistent issue of poor service delivery by airlines points to significant regulatory and policy failures. The Nigerian Civil Aviation Authority (NCAA), responsible for overseeing airline operations, has been largely ineffective in holding airlines accountable for their actions. There is a clear need for stricter enforcement of existing regulations and the introduction of more stringent policies to protect passengers’ rights.
Addressing these challenges requires a multi-faceted approach.
The first is “Strengthen Regulatory Oversight”. The NCAA must enforce existing regulations rigorously and introduce new policies to protect passengers. This includes imposing hefty fines on airlines for delays and cancellations without just cause and mandating compensation for affected passengers.
The second is creating “Passenger Rights Awareness”. Educating passengers about their rights is crucial. The government, along with consumer protection agencies, should launch awareness campaigns to ensure passengers know their entitlements and how to claim compensation.
Yet another approach is to emphasise the need for “Improved Airline Management”. Airlines must invest in better management practices and infrastructure to minimise delays. This includes proper maintenance of aircraft, adequate staffing, and realistic scheduling that considers potential disruptions.
Next is establishing a robust system for passengers to lodge complaints and seek redress. This can improve accountability. An independent body should be set up to handle disputes between passengers and airlines, ensuring fair and timely resolution.
Yet another approach is to provide incentives for airlines that consistently meet performance standards. This can encourage better service delivery, including tax breaks or access to better airport facilities.
Last but not the least, airlines should be mandated to publish regular reports on their performance, including statistics on delays and cancellations. This transparency can drive competition based on reliability and service quality.
The poor service delivery by Nigerian airlines, especially the indiscriminate rescheduling of flights, has dire consequences for the economy and passengers’ well-being. The lack of accountability and compensation further exacerbates the issue, creating a sense of injustice among travellers. It is imperative that regulatory bodies step up their oversight, passengers are educated about their rights, and airlines improve their operational practices. The Nigerian aviation sector needs to regain trust and contribute positively to the country’s economic growth and development.
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